Head of Client Services

Who We Are

Luminary Retailers is a full-service Amazon Account Management Agency. We provide comprehensive brand management services tailored to forward-thinking beauty brands on Amazon. Through a holistic brand-centric strategy, we empower our partners with the control and scalability needed to realize their objectives on the world's largest online marketplace. We are looking for curious individuals who thrive in a collaborative, agile, ever-changing company.

We're hiring a Head of Client Services to lead the people who lead our clients. This is one of the most senior roles at Luminary, and the person who steps into it will shape how our client services function operates and how our teams show up for the brands we work with.

The Role

The Head of Client Services is the senior leader of our client services function. You'll oversee our Account and Advertising team, and you'll be a primary day-to-day point of senior contact across our client portfolio. You'll handle escalations with calm and clarity, sit across from founders and CMOs to talk about brand, business, and Amazon in the same breath, and set the bar for what great client leadership looks like at Luminary.

You'll partner closely with our founder and other senior leaders, who stay close to our client work and the strategic direction of the agency. The best person for this role is energized by that kind of partnership.

Your year-one priority is presence and foundations. We need a leader our clients trust on sight, who can carry a strategy conversation without a deck, and who builds real relationships across our portfolio. Process and team development matter, but the heart of this role is leading our client services work with judgment, warmth, and standards.

What You'll Own

Senior client leadership. Serve as a primary senior point of contact across our client portfolio. Show up in QBRs, annual planning sessions, and the harder conversations. Be a leader clients trust to think clearly about their business and represent Luminary's point of view. Partner with our founder on the relationships and moments where that partnership is the right approach.

Team leadership across Account Management and Advertising. Lead a mix of Sr. Account Managers and our Advertising team. Set the bar for what great client service looks like at Luminary, and coach people toward it. Build a team that operates with judgment, not just task lists.

Operates as a strategic and visionary leader who understands the operational and tactical layers of Amazon advertising, while primarily focusing on scalable frameworks, investment modeling, media mix strategy, team leadership, and organizational direction. This role is less about day-to-day campaign execution and more about guiding the broader strategy: how advertising supports the customer journey, how media mixes contribute to topline growth, how investment models shift across launches/relaunches/maturity stages, and how the department evolves scalable systems and decision-making frameworks over time, while coaching teams through both tactical and strategic problem-solving, connecting advertising performance to broader business objectives, and providing clear direction on prioritization, growth opportunities, and long-term advertising infrastructure. 

Client retention and organic growth. Own the health of our existing book. Identify where we can do more for clients, and partner with our founder to bring those opportunities forward. P&L management across the client services function, including retention, expansion, and team performance against revenue goals.

Cross-functional partnership. Work closely with our founder, our Sr. Director of Operations, and our business development function to make sure what we promise in pitches is what we deliver in practice. Your partnership with the Sr. Director of Operations is one of the most important working relationships in the agency: you set the bar for client experience, and Operations supports building the systems that hold it. Bring client insights back into how we build the agency.

AI adoption across client services. Champion the smart, responsible use of AI across the client services team. Hold the bar on how AI shows up in client work, so we move faster without ever sacrificing the quality and judgment our clients hire us for. Partner with our Director of Operations, who owns the agency's tooling, workflow, and training infrastructure, to make sure adoption is real and not theater. Lead from the front by using AI yourself.

Standards inside the client services function. Set the standard for what great looks like in client services: meeting cadences, deliverable quality, internal communication, and the small things that compound into a great client experience. Partner with Operations on the systems and SOPs that make those standards consistent across the team.

Who You Are

You've spent your career on the agency side of Amazon, and you've done it in beauty. You know what a prestige skincare launch looks like on Amazon. You know how a beauty brand thinks about channel conflict. You've sat with founders who care deeply about how their brand shows up, and you've earned their trust.

You lead with warmth and high standards. People want to work for you because you're honest, you're invested in their growth, and you don't make the work harder than it needs to be. You're not precious about being right. You're focused on getting it right.

You're a strong communicator, in writing and in the room. You can simplify complexity for a client without dumbing it down. You can give hard feedback to a teammate without bruising the relationship. You can carry a strategy conversation without leaning on a deck.

You're confident in your seat without needing to occupy every seat. You understand that the best client work happens when the founder, the Head of Client Services, and the team all have clear roles and trust each other to play them. You're energized by partnership, not threatened by it.

You're curious about how AI is changing agency work, and you've already started using it in your own day to day. You see it as a way to give your team more time for the thinking that actually matters, not as a threat or a gimmick.

What You Bring

• 10+ years in client services, account management, or agency leadership
• Significant agency-side experience managing Amazon businesses for beauty brands (premium, prestige, spa, gift, or specialty)
• Working knowledge of both Seller Central and Vendor Central, plus Amazon advertising and retail media
• Strong point of view on Amazon advertising strategy, with the ability to lead client conversations on paid media philosophy, budget allocation, and full-funnel growth
• Track record of leading and developing managers, not just individual contributors
• Experience as a senior point of contact on key accounts, including handling escalations and executive-level conversations
• Comfort partnering closely with a founder or owner who remains actively involved in the business, including on strategy and client relationships
• Comfort with the financial side of an agency book: retention, expansion, forecasting, and reporting against revenue goals
• Hands-on fluency with AI tools and a track record of using them to make a team faster and better, not just to check a box
• The kind of judgment that comes from seeing a lot of client situations and knowing how to read the room

Nice to Have

• Brand-side experience in beauty, particularly in roles where you partnered with agencies
• Familiarity with the tools we use day to day: Pacvue, Helium 10, Merchant Spring, Asana, Figma

Why Luminary

We're a team of people who genuinely like each other and care about the brands we work with. We're small enough that your work matters and big enough that you'll have a real team behind you. Our clients are some of the most thoughtful brands in beauty, and our reputation in the industry reflects how seriously we take their businesses.

This is a remote role, open to candidates anywhere in the US. We hire experienced people and trust them to do the work.

Compensation & Benefits

Luminary offers a competitive compensation package commensurate with experience, including:

• Total annual compensation will range from $150-$180K
• Annual Bonus Program
• QSEHRA Health Plan Funding
• 401(k) with company match
• Open PTO and end of year closure
• Remote work and flexible schedules
• Parental Leave