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

TrackMage

Key Responsibilities:
- Defining the clear, concise, and compelling vision for the business
- Recruiting the team, setting up company operations and managing employees payroll
- Marketing research and execution
- Planning, defining and prioritising of all key activities
- Scheduling and building TrackMage.com software
- Raising money and promotion of the company
- Sales management and setting up of a sales pipeline

WeBananas Software Inc.

Irina set up the SCRUM process in the company with in-house and remote teams in the mix. Key responsibility is driving the application to the release and make it a success.

Scrum Master / Project Manager

Nimbus Web Inc

Review: 
"Originally when I first contacted Irina I was a SAAS founder stuck in managing all my teams' operations trying to make all the developers work efficiently and deliver good results.
The thing is, my team always asked too many questions and they didn't have a good idea what to do all the time.
The biggest obstacle was that I wanted to start finally focusing on marketing our system, but I couldn't step away from managing the daily operations. That meant I couldn't really grow the business if I didn't switch the focus, which meant I wasn't able to make my project a success.
Then I hired Irina to help to build a company culture that can support self-organization!
In only a few hours it became crystal clear to me how to make developers manage themselves and still be on track because I saw that I actually could do less hands-on management and my team could still perform.
With Irina as our Agile coach, I can now finally focus on growing my business and be sure my team has got my back.
And that's why I'm providing my highest recommendations to work with Irina so you can get these types of results too."

Agile Coach to optimize team workflow and project management

CloudAnswers

As a consultant, Irina is streamlining and optimizing business processes and operations.

Agile Coach / Scrum Consultant

Think Media Labs

Responsibilities of an Agile Project Manager or Scrum Master:
* Define all of the touchpoints that are typical of a Sprint: backlog, velocity, sprint review meeting, sprint retrospective meeting,
* Providing, in writing, the guidelines for each of the sprint touchpoints above. For example, Daily Scrum Meeting / Standup has a maximum of 15 minutes,
* Advising on how the above touchpoints can be used in a non-software development environment of consulting,
* Attending with us the initial set of touchpoints to monitor and give feedback on what is working and what needs more work
* Helping set up a tool (or tools such as ClickUp) to organize the sprints

Agile Project Management Consultant / Coach

StoriesOnBoard

Agile consultant with content management experience

Foretold.io

Review:
"Irina is fantastic. Highly responsive, very plentiful advice. She worked with me to understand Jira and Upwork hiring. She responded to several periodic messages incredibly quickly with useful feedback."

Project Management Mentor / Coach for Statistica l/ Technical Nonprofit

Mustly.io

Review: 
"Irina is one-of-a-kind, a hidden gem on the platform. Thoughtful, straightforward, resourceful and with very special expertises. Definitely hope to work again with her soon."

Startup consultant / advisor

Automated Dreams

Review: 
"Hire Irina if:
🚫 You're tired of hiring and re-hiring amateur project managers
🚫 You know that your project management system is lacking
🚫 You aren't surrounded with people that give you the constructive and direct feedback you need to grow your business
🚫 You're in charge of managing projects and you HATE it or like it but are lying to yourself at being good at it
✅ You're ready for growth
✅ You're ready for clarity on what's going on in your business
✅ You're a business owner long overdue for a vacation but can't take one because you're afraid everything will fall apart.

Irina was a pivotal resource in our growth as a company at a very crucial point. She came in as I was really feeling the pain of being a solo business owner that was trying to grow their organization and was feeling the growing pain of wearing so many hats in the business that I wasn't suited for.

Irina was outside of my initial budget, but I was 100% certain she was the right expert to untangle the mess and set our startup in a better growth trajectory with a cleaned-up PM experience. She was confident and decisive from the get-go, which was great. I get that some people want to collaborate with experts, but in an area where I have no expertise, that is the last thing I need to be doing. 

There are very few people that you can 100% trust, and Irina is one of them. With her, I always felt that if something went wrong she would take complete ownership to fix that problem at all costs and wouldn't throw up her hands. She's not only a specialist in PM but a generalist overall when it comes to growing a business and it's operations, and getting sh*t done! 

Had I not hired Irina when I did, I'd not be surprised if our business had closed due to crumbling operations and lackluster project management expertise."

Project Manager

Vyng, Inc.

Review:
"We were finding our engineering velocity had ground to a halt as we brought on more engineers. Especially with remote teams, improving communication and process became a necessity. So we set out to find a coach to help us improve our agile process and communication.
Irina was incredibly professional and came in with well-honed process principles. She met with team members and reviewed Jira, then hit the ground running with team education via video demos, process proposals and overall consensus-building (what good is a process if everyone is not on board).
She then set up all our team meetings with agendas, and acted as a scrum master, moderator and referee for standup, backlog refinement, sprint planning, sprint review, and retrospective ensuring we all adhered to the process, played our defined roles and stuck to the principles of Scrum. Additionally, she added some time-saving automation in Jira and introduced us to some cool 3rd party tools that saved us real-time.
Overall, Irina quickly became an invaluable member of our team, including offering great insight to our leadership team and helped us graduate from the world of the processes to a more self-governing team with unified understanding and accountability.
If you are a startup or maturing engineering team that has sort of made-up process, as an amalgamation of what different engineers have picked up from various companies they’ve worked out, we would highly recommend working with Irina, to unify your process, and provide the predictability that communication and accountability bring."

Scrum Master for Android App Project

Founder @ TrackMage | I help DTC ecommerce brands create memorable post-purchase experiences, foster repeat business, customer loyalty, boost sales and streamline ops with TrackMage.

🚀  Nice to meet you, I'm Irina, your ecommerce Business Optimization Expert! 🚀

🌐 Specializes in Operations & Processes Optimization for businesses worldwide
🏆 Worked with 50+ small and large companies to create outstanding results
🛍️ eCommerce industry veteran with 10.5 years of experience
📦 Founder of TrackMage.com, your eCommerce automation solution

TrackMage's Outstanding Features:

📦 Automated shipment tracking for seamless order management
📈 Upsell additional products to boost sales effortlessly
💌 Automatic follow-ups for reviews, improving customer satisfaction
⏱️ Reduce customer support time by 70% and increase sales by 5-10% on autopilot

💡 Empowering Online Content Creators:
💰 Monetize your following without relying on social media platforms
🧵 Efficiently manage the supply chain for branded merchandise
🎨 Focus on what you do best: creating content

🎙️ Available as a Podcast Guest:

📚 Expert insights on optimizing processes and standing out in a competitive market
🎯 Topics: post-purchase sales funnels, automation, customer retention, and more
💼 Discuss entrepreneurship, leadership, and management strategies


🎁 FREE eBook:
📈 Learn how to make 5-10% extra sales on autopilot without increasing ad spend or hiring more staff
📚 Grab your copy at: https://trackmage.com/flywheel-extra-sales/
🔗 Connect with Irina today and supercharge your business!

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The Battle

Jason Chappel

Irina Poddubnaia

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