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

Senior Manager

Maersk Global Service Centre India Private Limited

Senior Solution architect

Senior Software Engineer

Infosys

•	Greenfield implementation for S4 Hana finance
•	End to end configuration of all the Finance sub modules 
•	Assisting the CO team also in implementing the product costing
•	Configuring Fiori apps specific to Finance
•	Compliance reporting configuration
•	Local reporting for Europe including intervat/tax reporting etc.
•	EBS configuration
•	IDOC configuration
•	Creating Validation/Substitution rule
•	Doing unit and business string testing
•	Integration modules – SD/MM/CO/PP
•	Assisting technical team to design forms including BRF+
•	Creating enhancements as per the customer requirements
•	Designing special depreciation for Italy
•	Bank configuration in Fiori
•	DMEE configuration along with payment methods

Senior Consultant

Wipro

Client 1 – Diversey
Role: SAP FI/CO Consultant & Team Leader

Work Experience:
Project1 : AMS(Adherence Monitoring Suppport)(April’18 – Dec’18)
Project type – Support

•	Handling the split, the company has gone from its parent company – Sealed Air
•	Handled multiple payment issues across the countries
•	Designing new DMEE forms 
•	ISO200022 payment harmonization for Switzerland
•	Day to day support – managing tickets on a daily basis
•	Bank statement management and designing search strings
•	Implemented the Hungary e-invoicing solution for KOBAK

Working as a Senior FICO Consultant - Managing all the support tickets related to FI/CO
•	Resolving all issues related to SAP FI/CO
•	Creating customizing programs to extract different kind of reports
•	Company code setup End-to-End to meet business requirements
•	Creating different types of asset classes
•	Creation of cost centers/profit centers/hierarchy.
•	LSMW for GLs or Cost centers as per the requirement
•	Managing the team to ensure SLA adherence
•	Client interaction and representation of work
•	Handling multiple regions – Australia/Europe/North America

SAP FICO Consultant

Hewlett-Packard

•	Assign tickets to the respective teams
•	Core responsibility is to resolve the assigned tickets and providing resolution to the customer within timeframe.
•	Responsible for configuration and post implementation production support of finance, asset management and controlling modules
•	Monitoring daily transactions and resolve end user queries.
•	Solving the Client problems within the stipulated time based on the priority.
•	Analyze Client’s requirements & get Approval and do customizing/developments then transport the same to Production.
•	Creating Functional specifications for the new development objects with proper test cases.
•	Supporting cross-functional modules such as SD & MM
•	Performed the role of SPOC for allocating different problems related to AR
•	Took multiple training batches for SAP FI / CO.

Technology Consultant

HSBC

Providing technical support to the employees for any kind of problems they face while supporting the customers. This includes problems from hardware to software, including security issues. 
Roles & Responsibilities:
IT Associate
o	Technical Specialist
o	Email Support
o	Live support and on the  phone – any technical issues

Wipro BPO

The basic role was taking care of a team of 12-15 members for any kind of technical problems they faced while assisting the customers of DELL. I had to give them technical resolution for any technical problems they faced while assisting the customers, providing them with regular and timely feedback and training. 
 

Roles & Responsibilities:
Technical Facilitator/Coordinator
o	Specialized in training new hire
o	Analyzing data for doing TNI (Training Need Identification) 
o	Taking regular sessions to upgrade resolution capabilities of team members
o	Schedule adherence monitoring 
o	Auditing calls to find defect buckets and provide feedback
o	Technical resolution to a team of 15 associates 
o	Handling escalated calls.
o	Playing an important role in ensuring customer satisfaction

Technicial facilitator

I am an SAP FICO & S/4HANA Certified Senior Solution Architect with 14+ years of global experience delivering end-to-end SAP implementations, rollouts, and support across diverse industries. Currently leading Record-to-Report (RTR) solutions as a Senior Manager at EY, I specialize in designing scalable finance architectures, localization, tax, and automation for multinational clients. My journey includes impactful roles at Maersk, Infosys, Wipro, and HP, where I’ve been recognized with awards for innovation, leadership, and excellence. Passionate about solving complex business challenges through technology, I bring expertise in GL, AP, AR, AA, CO, RAR, Central Finance, and SAP S/4HANA transformations.

taplio

The Battle

Jason Chappel

Umang Patodia

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