What You’ll Be Doing

We are seeking an experienced Account Manager / Retainer Manager to lead the relationship and delivery across our largest ecommerce technology retainers. You’ll play a vital role in keeping delivery moving and stakeholders aligned - from day-to-day delivery of retainers and sprints to mini projects.

These clients have ongoing retainers for platform improvements and development, and your role is pivotal in ensuring long-term satisfaction, commercial health, and strategic alignment. You will act as the day-to-day lead for client relationships, working closely with delivery, engineering, and consulting teams to plan, manage, and evolve their ecommerce platforms.

Retainer Management & Delivery

• Translate client goals into clear, actionable workstreams and timelines
• Develop and maintain monthly roadmaps in collaboration with the engineering team
• Manage sprint planning, backlog grooming, and prioritisation across active retainers
• Monitor budget usage, forecast upcoming work, and ensure value is delivered within the agreed scope
• Align cross-functional teams (developers, QA, consultants) on priorities and deadlines
• Maintain visibility of progress through stand-ups and planning sessions, identifying blockers early
• Proactively manage scope boundaries and raise change requests when needed
• Ensure timely, high-quality delivery through clear communication and expectation setting

Client Management

• Own the client relationship for a portfolio of high-value retainer
• Be the main point of contact, building trust and credibility with key stakeholders
• Proactively manage client satisfaction and act on feedback
• Coordinate and lead regular account sessions (e.g. Onboarding, quarterly planning sessions, strategic reviews, retros, demos and stand ups)

Financial & Commercial Ownership

• Manage time tracking, budget forecasting, and reporting for retainers
• Monitor the commercial health of each account – tracking revenue, margin, and client growth opportunities
• Identify upsell opportunities or new project work to support clients’ growth ambitions.

Reporting & Administration

• Produce and present monthly utilisation reports in a timely manner
• Maintain accurate documentation including roadmaps, SoWs, and action logs
• Ensure Jira and other delivery tools are kept up to date with clear, accurate client information
• Report to Senior team any variances in budget ahead of time

Who You Are

• UK based with right to work without visa support
• 3 years of commercial experience within a digital/ecommerce agency
• Experience working with cross-functional development teams
• Proven experience managing eCommerce retainers of more than 10 days a month
• Experience working with sprint-based environments
• A proven track record managing multiple priorities at the same time
• Excellent client management and stakeholder communication skill, experience with managing difficult conversations
• Confident working autonomously, with the ability to make decisions and manage progress independently
• Proficient in project tools such as Jira, Confluence, and project planning tools
• Solid understanding of eCommerce platforms (e.g., Shopify, BigCommerce, Adobe Commerce/Magento)
• Capable of managing relationships with some of the agency’s most strategically important clients, typically overseeing three or more key accounts at a time

Benefits

• We’re fully remote and will support you from working from wherever you are
• 24 days holiday + bank holidays + an extra day holiday for each year worked
• Your birthday off
• Vitality private health cover (UK only)
• Pension Scheme
• Perks At Work
• Long Service Bonus (5 years and 10 years)
• £1,000 referral bonus - Recommend a friend for a job!
• Eyecare vouchers
• Employee Assistance Programme
• Company wellness initiatives
• Training & development plans
• Relaxed and friendly teams