Account Manager – Retained Services

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Collaborate with the internal Retained production team and broader agency specialists.

• Engage with prestigious Shopify and Shopify Plus merchants to provide ongoing value through the Retained Services programme.

• Maintain and cultivate relationships with high-profile clients.

• Oversee the execution of Retained clients’ roadmaps.

• Ensure timely delivery, clear communication, and outstanding service quality.

• Manage a portfolio of established Shopify and Shopify Plus merchants.

• Build trusted relationships and translate merchant priorities into clear, actionable plans.

• Prioritize tasks and ensure that retained time is utilized effectively.

• Maintain visibility of merchant priorities, available retained time, and upcoming work.

• Make day-to-day decisions independently and escalate commercial, delivery, or relationship risks when necessary.

• Report to the Operations Director at BAO.

• Collaborate closely with fellow Account Managers, developers, and specialists across the agency.

⛳️ Requirements

• Extensive experience in digital account management; eCommerce experience is a plus.

• Ability to manage multiple clients, create agile plans, and execute these plans from inception to completion.

• Ability to develop and sustain positive relationships with a diverse range of internal and external stakeholders.

• Exceptional interpersonal skills and the ability to excel in a fast-paced, client-centric environment.

• Capability to foster a collaborative and positive team atmosphere, promoting open communication and knowledge sharing.

• Passion for building positive working relationships with external stakeholders and integrating as an extension of their internal teams.

• Excellent attention to detail and organizational skills.

• Systematic, methodical, and pragmatic approach to work and Retained accounts.

• Effective team player working closely with fellow Account Managers to identify and resolve issues or challenges.

• Experience collaborating with creative and development production teams.

• Bonus: experience working directly with the Shopify / Shopify Plus platform or partners within the ecosystem.

• Bonus: ability to run reports and analyze retainer performance over time.

• Bonus: commercial experience managing digital projects on the brand side.

🏝️ Benefits

• 24 days of annual leave plus 8 bank holidays.

• An additional day for each year of service.

• Christmas bonus scheme.

• High-spec computer equipment provided from day one.

• Flexible working arrangements: remote, office-based, or a combination of both, depending on your location and preference.

• Social events throughout the year.

• Clear paths for career progression.

• Climate-positive employee benefit: BAO contributes a monthly payment per employee, planting trees around the world on behalf of its team.

• Opportunity to work with interesting, high-profile international brands.

• No micro-management culture.