Responsibilities

• Act as the primary point of contact for a portfolio of eCommerce clients.
• Build and maintain strong client relationships, ensuring a high level of service and engagement.
• Manage client expectations and provide strategic CRM recommendations.
• Handle day-to-day and ad hoc client requests.
• Work with internal delivery teams to ensure client requirements are actioned effectively.
• Support business development activities, including client meetings, pitching and answering prospect questions.
• Advise clients on CRM and retention strategies to drive revenue growth.
• Interpret business challenges and recommend CRM initiatives accordingly.
• Examples of client requests may include: "Sales are down this week. What CRM activity or promotions can we launch to drive revenue?"
• Examples of client requests may include: "We're launching a new product. What CRM strategy should support the launch?"

Requirements

• Previous experience working in a CRM-focused agency environment.
• Strong account management, client services or customer success experience.
• Exposure to CRM and retention marketing platforms such as:
• Klaviyo
• Braze
• Customer.io
• Understanding of eCommerce lifecycle marketing and retention strategies.
• Ability to confidently manage client conversations and provide strategic recommendations.
• Commercial awareness, with an understanding that CRM activity directly impacts revenue performance.

Preferred

• Experience supporting eCommerce brands.
• Previous agency-side client services experience.
• Exposure to new business or business development activities.
• Experience operating in a fast-paced, entrepreneurial environment.