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

Jaime Hill

Cooee

Freelance Consultant

Casa by Josephine Jenno

Advisory Board Member

Various small businesses

Specific areas of expertise/experience/interest/knowledge that I can help your business with, as well as BAU growth. If you have challenges, or pain points in any of these areas, DM me today!

* Strategic Growth
* Integrated Marketing Campaigns
* Customer Journeys
* Data Driven Decision Making
* CX/UX
* CRM - engagement/lapsed/segmentation/nursery programs 
* Team Management & Coaching
* Acquisition Marketing
* Paid Search
* Payments
* Digital Transformation 
* CRO
* Marketplaces inc Amazon
* AI
* CDP
* Ecommerce Strategy & Trading
* P&L management 
* Social
* Search & Merchandising 
* Omnichannel strategy 
* PIM
* Data Strategy 
* Attribution Modelling
* Process Improvements 
* Loyalty & Reward
* SEO
* Planning & Forecasting
* Mobile Apps 
* Project Management 
* Content Strategy

Various Freelance Projects

University of the West of England

Mentoring on this scheme, to provide support and guidance to those wanting to get into digital as a career.

Skills Bootcamp Mentor

Monsoon Accessorize

Interim Head of Ecommerce & Trading (Monsoon)

Hurtigruten Group

Responsible for Hurtigruten Norway (HRN) websites (B2C & B2B) global content and features development, as well as Shared Services (CRO, selecting and implementing reviews software, leading the Payments Group). Part of the business team responsible for replatforming HRN from EpiServer to Contentful, working alongside the internal development team. Responsible for achieving sales targets across multiple markets and various products (Port to Port, Svalbard Express, North Cape Express and Coastal Express). Leading a team of 5 who support HRN, Group and Foundation websites and CRO (revenue and merchandising optimisation). Oversee the modification and implementation of application solutions to meet business needs across HRN, HRX, Group & Foundation. Oversee the development and enhancements of the Ecommerce platform – including optimising experience in areas like User Interfaces, Back office API integrations, Product Pages, Catalogue, Search, Cart & Checkout.

Ecommerce Director - HRN & Shared Services

Oak Furnitureland

Responsible for trading, enhancing and developing a fully responsive, bespoke multi-territory Ecommerce platform, whilst supporting a channel agnostic, omnichannel approach, leveraging the advantages of an assistive experience to a digital consumer.

Head of Ecommerce

The Business Marketing Club (BMC)

Talk to industry leaders and learn from their experience. It’s one of the most effective ways to fast-track your career.

The BMC bring together marketers from leading clients, agencies and vendors, which is a unique opportunity for us to help each other.

Mentor (voluntary role)

Working in the HyHo division (Hygiene & Home) within the Global BSI Team (Business Solutions & Insights) on a number of digital transformation projects for both UK & Global, including DMP, Google Marketing Platform, Ecommerce PIM, collection of first party data, creation of a Data Factory and attribution modelling amongst others.

Digital & Ecommerce Business Analyst/Project Manager (Marketing Consultant) - (Contract)

Jack Wills

During a period of significant change, I covered the CRM & Insights function, with a team of 4 direct reports. Primarily for the UK market, but also looking at the International market. Working on the implementation of a number of strategic initiatives from an omnichannel viewpoint (to include direct mail), as well as implementing new robust processes and the creation of a full activity plan for the 2019/2020 financial year. Working on a number of additional workstreams including implementing efficiencies, value segmentation and creating a roadmap of initiatives for the CRM function; including preference centres, loyalty & reward programmes, personalisation and testing, enhancing the single customer view, dynamic content, increasing engagement and activation/reactivation initiatives.

Interim Head of CRM & Insights (contract)

Hi, I'm Jaime. Passionate about customer experience and business growth, I can help you deliver revenue growth in a number of ways, including by delivering operational efficiencies and building high performing, customer focused Digital & Ecommerce teams. My experience enables me to quickly foster effective relationships, identify urgent areas, deliver rapid wins, and implement structured, strategic approaches for the future of your business.

If this resonates with you and you think I could help your business, DM me today!

Currently looking for a permanent role where I can build valued long term relationships, a solid strategy and deliver ongoing results. I’m looking to join a company where I can grow the business, as well as build a talented team along the way. Having contracted in the past, I bring with me a unique set of skills which enable me to start delivering at speed.

In the past 18 months, I've focused on AI advancements, enhancing customer experiences, streamlining internal processes, and freeing teams for strategic initiatives. With almost 30 years in e-commerce and digital marketing, I excel in managing large P&Ls.

With experience across all marketing channels (traditional and digital) within a variety of industries and sizes of company, from start ups and SMEs to large global organisations, I'm as comfortable working hands on tactically as I am working more hands off, strategically. 

Having implemented growth and step change as well as launched products (digital and physical) and companies across multiple sales channels, I have experience across not just marketing, but other commercial functions including ecommerce and finance, as well as operations, customer service and commercial negotiations with high end retailers such as Harrods, Harvey Nichols and Space.NK. 

As an Executive Coach (WABC Registered Corporate Coach), I've been supporting other professionals at various levels of seniority to resolve issues or simply improve themselves and their performance, finding particular success with young female, aspiring business leaders.

Equally comfortable communicating at board level as I am at entry level or graduate employee, I strive to succeed at everything I turn my hand to, but ensure that I learn valuable lessons swiftly from any failures. That's how we best learn isn't it? From experience!

If I sound like someone who can help your business, DM me now!

taplio

The Battle

Jason Chappel

Jaime Hill

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