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

Ross Allsop

I'm a growth expert with over a decade of experience helping brands navigate the ever-evolving world of direct-to-consumer (DTC) and luxury retail - now working within the same luxury retail but coupling up my experience to help scale SAAS brands. 

I’ve had the privilege of working with more than 12+ incredible consumer brands names like ThruDark, PANGAIA, Bremont, LØCI, Sweaty Betty and Wild Nutrition - crafting strategies that turn big dreams into tangible results.

My sweet spot? Scaling businesses across borders while making it look effortless (it rarely is, but let’s keep that between us). Whether it’s building an omnichannel strategy from scratch across eCommerce, acquisition &amp; retention, I optimise performance to squeeze out every last bit of ROI and guiding brands into sustainable growth in their home & international markets, thriving on turning complex challenges into simple, actionable wins.

I’ve spent years perfecting the art of Shopify Plus helping brands not only master the platform but also push it to its limits. From enhancing conversion rates to executing multi-region launches, I’ve got a knack for making tech and strategy work seamlessly together.

What sets me apart is my background in private equity of which I'm extremely grateful for. It’s taught me to think beyond just top line growth and focus on driving value at every level whether it’s delivering for customers, teams, or stakeholders. I know how to balance the big picture with the nitty gritty details, and I believe the best strategies are the ones that actually get implemented, not just filed away in a slide deck.

At the heart of it all, I’m passionate about helping brands achieve sustainable growth that stands the test of time. I love partnering with businesses that are ready to take the leap into new markets or redefine their approach to existing ones. 

My style is collaborative, hands-on, and results-driven (and if we can share a laugh along the way, even better).

If you’re ready to think big, go global, and make your mark, let’s connect. Drop me a line at ross@pion333rs.com whether it’s for free advice, collaboration, or just to chat about the fascinating world of DTC growth.

Head of Ecommerce

I have recently joined LØCI as Head of eCommerce, leading their Digital & eCommerce teams alongside the DTC growth strategy for the business.

It’s only the incredible Shoptalk LUXE next week and I’m already buzzing.

This is where the real conversations happen. Operators, founders, brand leaders and top notch partners all in one place, actually talking about what’s working, what’s broken, and what’s coming next in global commerce.

We’re kicking things off properly with a Become Boundless OFFICIAL pre-party on Monday night with some absolute legends:
Adam Callow, Millie Pearson, Jason West 🇬🇧🇦🇪, Art Lindop, Jeff Mergy, Anthony Barone, Stokely Howard, Henrik Hoffman Kraft, Jonathan and a whole crew of operators, founders and partners. If you’re a BRAND heading to Shoptalk and you miss this, wait, you literally CANNOT miss this pre-party, it looks absolutely epic.

And before? Monday daytime = padel + workspace + beach club. Yes, of course. We’re hosting a proper padel session (padel paid, but your F&B is sadly self-funded, so no free champagne courts, but, we do have a WHOLE beach club for you work, chill and enjoy the exclusive hire of) if you’re in and you love padel, come play. Zero pitches, just good people, fresh air and competitive energy - https://luma.com/q0auc7ds

Tuesday night I’ll be with the Swap team at their Shoptalk Thought Leadership Dinner - should be a really strong room, lots around cross border, margin, and how brands actually scale internationally without burning cash.

Wednesday is stacked:
Vervaunt (Shamoli Miah) + Friends dinner with Swap, Centra, glara.ai + more, then post drinks with DEMA, Order Editing (Claudia) + more session and a bunch of incredible brands floating around. 

Basically peak “only at Shoptalk” energy.

Thursday is for soaking up the content, especially the legend Sam Atkinson (Swap) and speakers from Belstaff, BREITLING, JOSEPH, Axel Arigato and more. Proper mix of luxury, performance and real operator stories, of which I'm especially excited to see Alfredo of Born Outside, my current favourite footwear brands out there! 

Honestly, global eCommerce events do not get better than this.

If you’re in Abu Dhabi next week, come say hi! Chances are I’ll either be on a padel court, at a dinner table, or deep in a conversation about agentic commerce and why most brands are still stuck in the attribution hole! 

And if you're stuck for what to do, events, cool local spots - give me a shout! 

#ShoptalkLuxe #BecomeBoundless #eCommerce #RetailTech #AgenticCommerce #CrossBorder #LuxuryRetail #DTC #Founders #Partnerships #Community #PadelLife #AbuDhabi

Directing High Growth | Success in 12+ Luxury Brands | Strategic SaaS Advisor

In New York for NRF from today.

Big week for commerce and retail. Even bigger for one of the fastest-growing SaaS companies in the industry: Swap Commerce.

NRF always has a way of showing you where the market is really heading — what’s noise, what’s substance, and who’s actually building. Looking forward to catching up with familiar faces, meeting new ones, and having the kinds of conversations that don’t fit neatly into slide decks.

After a 15-hour slog to get here… I’ve finally landed.

Let’s see what the next chapter of retail actually looks like.

#NRF2026 #RetailTech #Commerce #SaaS #Ecommerce #Shopify #DTC #AgenticCommerce #FutureOfRetail #NewYork

No alternative text description for this image

What a week at National Retail Federation, so many photos, unfortunately not all of them I can share 🤣🙌 

I only decided to go a couple of weeks beforehand, which usually means chaos, caffeine, and lowered expectations. Instead, it turned into one of the most insightful, useful & fun trips I’ve had in a long time.

Wall-to-wall with THE BEST brands and operators in the industry, proper senior conversations, and remarkably little nonsense. The kind of rooms where people actually talk about how decisions get made, where performance data quietly lies to you, and what really moves growth and operational optimisation, not just what looks good.

From partner led sessions to long dinners and late finishes, it was high signal all the way through. I was there as a consultant, but already working with some of the best in the industry, which made the conversations real rather than theoretical. No selling, no posturing - just smart people being refreshingly honest.

And yes, there were also some very fun moments with absolute legends (including karaoke Henrik’s favourite) along the way. Work hard, talk sense, enjoy the ride.

Huge thanks to everyone for the hospitality, the ideas, and the energy!

Strong foundations laid for what’s next.

#NRF #Retail #Ecommerce #Commerce #Growth #Strategy #Leadership #AIinCommerce #DigitalCommerce #Consulting #Partnerships #FutureOfRetail

taplio

The Battle

Jason Chappel

Ross Allsop

Followers

Posts

Engagements

Likes

Performance ScoreRoss Allsop's LinkedIn Performance

Ready to grow your LinkedIn presence?

taplio

The Battle

Jason Chappel

Ross Allsop

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Ross Allsop's LinkedIn Performance

Ready to grow your LinkedIn presence?

Performance ScoreRoss Allsop's LinkedIn Performance