Defiant | eCommerce Growth Consultancy

Founder

Blend | Customer Experience (CX) agency for Shopify businesses

Devised and implemented a new Customer Value Optimisation Service, enhancing the company’s strategic offering.

Lead the strategy for a range of clients, developing recommendations and strategic insight to help develop the businesses.

Determine schedule of work for clients, writing briefs and signing off creative and development tasks.

Running A/B tests to experiment with theories and hypothesis.

Run regular client calls, compiling, analysing and communicating complex data and theory.

Managing stakeholders as well as building and maintaining relationships with all key client decision makers at both senior and operational levels.

Effectively communicate and consult on complex subjects, identifying pain points and risks, providing solutions and defining programme scope and cadence.

Client 1: 
Increased revenue by 254% vs. Previous 6 months to over $5m.
This was done by increasing conversion rate by 60%, coupled with an uplift in average order value of 13%, whilst traffic volume only increased 15%.

Client 2:
Revenue increase by 61% vs. Previous 6 months.
14% increase in conversion rate to over 4.9%.
Increased subscriptions from 99 to over 480 in 6 months.

Head of Client Strategy

Eastside Co (Shopify Plus Agency)

Responsible for the management and development of a team of 20, consisting of a Client Strategist, Traffic Manager, Account Managers and Directors, and Project Managers. 

Led the restructuring of the Client Services department, defining roles and responsibilities, placing the client at the heart of the offering.

Devised and implemented efficiencies in the ongoing support of client accounts with both process and a more strategic, proactive offering. 

Conduct quarterly business reviews, developing strategic client plans and growth strategies.

Identify and develop sales opportunities with clients, negotiating commercial terms.

Drive and oversee the strategic direction of all client projects ensuring measurable ROI and business objectives are delivered.

Increased retained work by +4X with an enhanced strategic offering.

Head Of Client Services

Kyan

Client Partner

Gallagher Communication

Responsible for the management and development of a team of 11 consisting of Account Executives, Project Managers and Account Directors across 3 sites in the UK and US. 

Responsible for client accounts and growth worth in excess of £6m, with projects ranging from £40k - £1m+, managing opportunities, project pipeline and team capacity.

Oversee and identify growth and cross sell opportunities within the current client base ensuring targets are met.

Drive and oversee the strategic direction of all client projects ensuring measurable ROI and business objectives are delivered.

Effectively communicate and consult on complex subjects, identifying pain points and risks, providing solutions and defining programme scope and cadence.

Engaged throughout the sales cycle, responding to RFP’s, taking briefs, writing proposals and delivering presentations, facilitating workshops to engage and identify opportunities, as well as providing ongoing strategic input and support. 

Manage financial forecasting, P&L, budgeting and capacity planning.

Confident and experienced at managing all internal and external stakeholders as well as building and maintaining relationships with all key decision makers at C-Suite, senior and operational levels.

Responsible for compiling, analysing and negotiating commercial and supplier contracts.

Managing stakeholders as well as building and maintaining relationships with all key client decision makers at both senior and operational levels.

Determine and manage the current and future recruitment needs, as well as onboarding and management of Client Services team members.

Group Account Director

Flourish

Working with a range of brands across multiple sectors delivering new and updated branding, brand direction, online and offline marketing campaigns, internal communications, and strategic planning helping deliver against measurable business objectives.

Experienced in dealing with both B2B and B2C clients identifying and implementing effective growth strategies and plans for both internal and external communication. 

Delivered significant business development every year, acquiring, growing and retaining clients delivering over 90% client retention rate. 

Heavily involved with new business from initial contact through to pitch planning, writing and delivery as well as bedding in the client relationship, and strategic business development where relevant.

Managed and planned client and agency budgets.

Responsible for projects from initial briefing all the way through to final delivery. Keeping clients up to date with progress and ensuring the team stayed on brief, on budget, and on time to meet and exceed client expectations.

Led project and website planning both internally and with clients with solid understanding of both UI and UX across desktop and mobile solutions.

Led quality control with a keen eye for detail, overseeing all design and digital outcomes from branding through to collateral as well as digital design and development ensuring projects were on brand, on brief and on budget. Most of all ensuring that the solution was appropriate for both sector and market, and that a distinct USP was portrayed and communicated.

Director

Intelligent Digital Media

Website and UI Design, web traffic development, SEO, online and offline brand development, online advertising. Oversee the development of websites, Creation of print and offline design.

Design Director

Wisetiger

Working as part of the design team on website design, online media and design for print. Materials included websites, printed materials such as brochures, annual reports and promotional material.

Designer

Freeads

Lead the design and U/X of the website for several years, working on brand development both on and offline

Bearfoot Graphics

Logo and brand design as well as brochures and printed materials alongside website and presentation design.

Graphic Designer

Increasing Customer Lifetime Value by identifying, converting and retaining your most valuable customers

Has your growth stalled? Your customer acquisition costs have gone through the roof? And your customer retention could could use some improvement?

Despite all of this you need your eCommerce store to keep growing. More than that, you need to make a profit.

So, what's the answer?

A highly profitable, engaged customer base with high retention levels that you could confidently acquire more of, right?

By placing the customer at the heart of your offering, I help you increase your Customer Lifetime Value (CLV) by clearly defining your ideal customer profile. When you know who your target customer is, acquisition, conversion and retention all become much easier. 

Not sure where to start?

In 30 minutes I can tell you where you should be placing your money to get the greatest return on investment. Want to see it in action? Book a call with me by emailing jason@wearedefiant.io.

One thing to remember, not all customers were created equal.

When you acquire better customers, you retain more customers. 

When you analyse your retention data, you’ll find some customers are way more valuable than others. It’s time to use this data to enhance your acquisition strategy, delivering even better customers, which leads to better conversion and even better retention.

Rather than pitting acquisition against retention, I help you bridge the gap on growing your customer base by using learnings from one to enhance the other in an infinite growth loop. ♾️

Some call this an unfair advantage, I call it Customer Value Optimisation. 

Want to find out more about how it all works? 
Drop me a DM or email me on jason@wearedefiant.io.

I’ve worked with brands big and small. From start ups and challenger brands to some of the worlds biggest and best. 

I’ve worked with DTC brands such as Absolute Collagen, Oliver Sweeney, and Tropic Skincare to name a few, but some of the greatest success I’ve had has been taking unknown brands into millions of dollars of revenue (and more importantly, significant profit). One of the smaller brands I have worked with achieved over 5x growth in their subscriber base in 6 months, and saw their revenue increase by more than 60%.

The one thing that all of the brands I work with have in common is a growth mindset. Whatever the market conditions, they weren’t about to let that deter them.

If you want to know more about how Customer Value Optimisation can help grow your brand, send me an email on jason@wearedefiant.io or drop me a DM.

Jason Chappel

INXY Payments

Co-Founder

At INXY Payments, we pioneered the bridge between Web2 and crypto payments. We lead an authorized EU fintech that processes $60M+ in monthly volume, helping established businesses integrate cryptocurrency payments, handle mass payouts, and manage crypto-fiat conversions seamlessly.

I build and scale innovative financial products that solve real business challenges. At INXY Payments, we've rapidly grown to $60M and serve major clients like SolarStaff, 4dev, Trafficstars, Propellerads, MediaCube, and SkyCoach while securing seed funding and EU licensing.

CPO / Co-founder

ATMEEX (Microclimatica LLC) 

Tasks:
•	Create and develop a new line of business from scratch: HVAC smart system: from idea to mass production: full R&D cycle of a series of smart devices for apartment buildings
•	Achieve key performance indicators and provide operations in finance, HR, purchasing, sales and marketing

Achievements:
1.	In 14 months, developed from scratch and launched a unique set of products for developers:  intelligent HVAC system for apartment buildings 
2.	Organized the entire cycle of product development and provided timely development cycle including processes of prototyping, industrial design, UI/UX, hardware/software development; Metrics: COGS, Gross Profit 
3.	Successfully completed the entire R&D cycle from the hypothesis testing to reverse engineering, final prototype and mass production
4.	Participated in the largest Russian air conditioner plant’s production organization 
5.	Developed and implemented operational business processes:
•	Finance management: P&L, Unit-economics; 
•	Personnel development: recruitment, adaptation, assessment, training, motivation 
•	Product team management: team interaction and productivity through the introduction of KPIs / Metrics
•	Procurement and logistics management: selection of equipment components, logistics supply chain deployment
•	Development management: hardware, software (iOS/Android applications), UX/UI
•	Sales management: negotiating with key partners of the company: PIK Group, Samolet, A101
•	Marketing development

All of the above resulted in:  
1.	Attracting investments and signing a $7.5Mln in 2021
2.	Presenting the project to the customer, demonstrating a working prototype, successfully selling a share of the business to PIK company, the largest developer company 
3.	Achieving operating profit within the first year; 43% COGS reduction from the first batch to mass production
4.	Keeping Fix Costs for the first 8 months of the project within <10% of the budget

Managing Director /  CPO - 35+ direct reports

Arteza

100+ direct reports, 7 departments: development department together with CTO: front/backend, UX/UI, project managers; product managers and marketing department: marketers, designers, photographers, videographers, screenwriters
Tasks:
●	Increase the profitability of departments, optimize the efficiency of departments and teams
●	Improve all key product metrics; find new points of growth and develop business strategy 

Achievements:
1.	Carried out detailed user cohort analysis, identified 7 points of growth in the cohort of new and old users
2.	Optimized conversion metrics C1, C2, AMPU, CAC, AMPPU, AvPayment Count, AvPrice
3.	Developed Strategy 2020: Business unit, KPI, Metrics for HR dept., KPI/ Metrics/ Targets for marketing dept.
4.	Launched a cycle of testing from 5 to 20 product hypotheses per week
5.	In 2 months developed solutions for process optimization, marketing management; introduced KPI for all departments, set year and quarter goals 
6.	During the first quarter optimized the process of returning old users’ cohorts through e-mail marketing, loyalty programs
7.	Optimized A/B seamless testing across the entire Customer Journey Map funnel
8.	Implemented Sales flow by launching sales campaigns controlling product profitability and balance turnover

All of the above resulted in: 
1.	Reducing by 30% user losses at the final step of the funnel 
2.	Increasing Average Price by +100%; improving Average Payment Count by +30-35%
3.	Increasing ARPPU by +15% on average for the whole period, and by 80% during sales periods
4.	Increasing by +20-40% the effectiveness of advertising campaigns (in terms of CTR / AOV efficiency), by 3-12% the profitability, by 15% the balance turnover; increasing by +180% YoY turnover; 100%+ achieving key indicators of turnover and profitability for the business

Managing Director - Product Marketing / E-commerce

Rusklimat Company, one of the biggest producers of the Heating, Conditioning, Air treatment in RUS

Tasks:
•	Reanimate the falling business category: dropped on the market from the 1st to the 3rd place, 2.5+ times’ drop in turnover  
•	Increase shelf presence and share in all key retailers and online platforms
•	Reduce the company stock balances, increase the partners’ turnover of stocks 

Achievements:
1.	Developed a market capture strategy; completely updated the line of 13 Air Treatment products for brands: Electrolux, Zanussi, Ballu
2.	Launched the unique Ballu Kids Disney product on the market which was awarded by Disney as the best licensed product 2015 
3.	Held 2 season launches in 15 Russian cities: 15 conferences for key partners in the regions, new product presentations, listings
4.	Held successful negotiations with 10+ key retailers; developed and implemented 30+ promotions and events 

All of the above resulted in:
1.	In 12 months, becoming No. 1 on the market according to GFK, increasing the market share from 16% to 24% with three brands – Electrolux, Zanussi, Ballu
2.	Increasing by 50-60% the shelf share in key retail chains: by 50% in MVideo, by 60% Eldorado.
3.	Increasing turnover by 43% and reducing stock balances to the KPI level

Deputy Commercial Director, Product Director, 3 product managers direct reports

Polymedia, (one of the top system integrators on the market. Over 400 ppl, 12 regional offices) 

Tasks: 
- Launch new brands and products on the market; optimize marginality, profitability and turnover in key areas, reduce costs in non-core activities

Achievements: 20+ thousand items in product portfolio 
1.	Created marketing department with clear transparent KPIs; Launched 20+ promotions for sales of balances from partners
2.	Successfully negotiated with the Canadian manufacturer PROMETHEAN, the USA manufacturer of sensors PASCO SCIENTIFIC on the exclusive products distribution on the whole market
3.	Launched a new website and a teacher community site with gamification elements

All of the above resulted in:
1.	Increasing the average margin for all brands by 10-15%; increasing the company turnover by 154% over the working period 
2.	Successfully bringing to market Promethean brands: market share - 15%; #2 on the market; > 25% of the company's turnover; the PASCO Scientific brand introduction

CMO, 15 direct reports (product managers, analysts, methodologists, marketers)

LG Electronics

Tasks (in total):
•	Close the gap on the top competitor; increase market and shelf share; bring new products to the market
•	Increase profitability of the category in general, cost effectiveness and EBITDA
Achievements: 
LG Electronics: 1+ billion budget under management at ATL / BTL / In-store / Events / Digital
1.	In one year successfully brought 5 new product lines to the market – more than 25 SKU, which helped to close the gap on the top competitor by 7% (to 2% gap) and increase turnover by 34% YoY. 
2.	Organized and held 5 national road shows and major events in the largest Russian cinemas to generate consumer interest in a new line of goods: 12 cities concurrently / 10 shopping malls in Moscow (a unique project in the electronics segment).
3.	6+ successful project launches with 4 key retailers, which helped increase the premium product shelf share in key retailers by 20%

Product Marketing Manager, 3 direct reports (product managers)

De'Longhi Group

Tasks (in total):
•	Close the gap on the top competitor; increase market and shelf share; bring new products to the market
•	Increase profitability of the category in general, cost-effectiveness and EBITDA

De’Longhi Russia: 
1.	Named the best market share (in money terms and in pieces) in the coffee makers, coffee machines and radiators according to GFK. Successful market launches of new compact coffee machines, Icona premium breakfast sets, ironing systems
2.	Achieved 200+% increase in YoY, increased shelf share in all federal channels by 15-25%
3.	Launched new products with NESPRESSO and distributed Nespresso coffee machines to federal channels; increased profitability by 15%

Brand Manager of De'Longhi brand

🚀 Empowering Entrepreneurs with AI | Co-founder @INXY.io , $10Mln/month and scaling to 🦄 | Tech & Leadership Advocate | 53+ Products Launched | $7.5M Raised | Business Growth & Innovation

At INXY Payments, we pioneered the bridge between Web2 and crypto payments. We lead an authorized EU fintech that processes $50M+ in monthly volume, helping established businesses integrate cryptocurrency payments, handle mass payouts, and manage crypto-fiat conversions seamlessly.

I build and scale innovative financial products that solve real business challenges. At INXY Payments, we've rapidly grown to $50M and serve major clients like SolarStaff, 4dev, Trafficstars, Propellerads, MediaCube, and SkyCoach while securing seed funding and EU licensing.

Previously:
✧ Led the creation of revolutionary HVAC systems as Managing Director, building a $7.5M business acquired by PIK Group
✧ Managed a 200-person creative team at Arteza.com through its $120M acquisition, overseeing marketing, design, product, and multimedia operations

My expertise lies in:
✧ Taking products from concept to scale
✧ Navigating complex regulatory environments
✧ Building and leading high-performance teams
✧ Identifying and executing strategic growth opportunities

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Jason Chappel

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