NOTE: Although this role is remote we are looking for someone based in London as the role requires regular client visits, mainly around East London and the agency would like someone that knows the area well (take clients for lunch/coffees etc) 

ABOUT

Our client is an award-winning Shopify plus agency partnering with ambitious DTC brands in food, 
drink, beauty and wellness. 

They design, build and grow ecommerce experiences for brands that  people genuinely love, and they're proud to be really good at it. 
They're a team of 20 designers, developers, growth specialists and brand strategists, who genuinely love what they do.

They bring real technical depth and commercial thinking together under one roof 
to help ambitious brands scale in a way that lasts. 
They care about doing great work. And they're looking for people who feel the same way. 

ABOUT THE ROLE 
This is a brilliant role for someone who loves DTC brands, gets excited by ecommerce, and wants 
to be genuinely useful to the clients they work with. You'll look after an account list of ambitious brands and be their main point of contact at the agency, making sure everything they deliver lands well - on time, on brief, and driving real results. 
You'll run meetings, spot opportunities, shape client roadmaps, and coordinate across our teams to bring ideas to life. You'll be the kind of person who's always one step ahead - clients feel it and colleagues rely on it. 

RESPONSIBILITIES 
Client Relationships 
- Primary contact for an account list of retained clients 
- you will have a genuine desire to 
spend time with clients, building real relationships, not just managing accounts. 
- Lead weekly calls and quarterly business reviews,  reporting on performance, roadmaps and 
what's coming next. 
- Build a deep understanding of each client's brand, business goals and competitive 
landscape.  
- Handle escalations calmly and confidently,  keeping relationships strong when things get 
difficult. 
- Translate what clients want into clear strategies, and make sure the team has everything they 
need to deliver. 
- Demonstrate confidence and ability to key stakeholders, reinforcing the agencies reputation for 
excellence 

Commercial Growth and Retention 
- Proactively identify new opportunities across your portfolio, spotting them early and 
positioning them well. 
- Own client retention. If a client isn't seeing value, you're the first to notice and the first to act. 
- Support renewals and commercial conversations, you understand what your accounts are 
worth and how to grow them. 
- Stay close to ecommerce trends, Shopify platform updates and DTC best practice, bringing 
relevant ideas to clients before they have to ask. 
Reporting and Insight 
- Produce monthly and quarterly reports that go beyond the numbers - using data to define 
the strategy and inform the roadmap. 
- Pull and interpret data from Looker Studio, Shopify Analytics, Klaviyo and GA4, turning 
metrics into clear, actionable insights. 
- Comfortable discussing revenue, KPIs and metrics to senior stakeholders. 
Delivery and Operations 
- Write clear, detailed briefs that give the team everything they need to deliver great work the 
first time round.  
- Keep Productive updated, plan work a month ahead, and flag scope or margin risk before it 
becomes a problem. 
- Clients never chase us for an update - that's the standard. 

WHAT WE ARE LOOKING FOR  

Experience and Skills 
- 3-4 years in account management or client services at a digital or ecommerce agency. 
- Hands-on Shopify experience is a huge advantage - you can navigate the platform and talk 
about it confidently with clients. - Proven track record running meetings and having commercial reviews 
- Comfortable with Looker Studio, Klaviyo, GA4, Shopify Analytics and project management 
tools like Productive, ClickUp or Asana. 
- Strong written communication- briefs, proposals, reports and client emails all land well. 
Commercially Minded 
- You think about accounts in terms of value, growth and retention - not just delivery and 
deadlines. 
- You understand scope, margin and profitability, and you take that responsibility seriously. 
- You spot commercial opportunities early and know how to position them in a way that 
benefits the client and the agency. 

The Right Person 
- Meticulous. Nothing falls through the cracks on your watch, and you QA your own work before 
it goes out. 
- Fast. You respond quickly, keep things moving, and clients always feel like you're on top of it. 
- Warm and personable. You build genuine connections and make clients feel truly valued. 
- Calm under pressure. When things go wrong, you're the person who steadies the ship. 
- Genuinely excited by great brands and ecommerce. You care about the work, and it shows. 
- A brilliant teammate who raises the energy in the room and makes the people around them 
better.