Job Title: Client Success & Operations Lead
Reporting to: Founder & Managing Director
About the Role
The Client Success & Operations Lead owns the day-to-day health of every account and the smooth running of internal workflows. You will be the face of the agency for our brands, the glue between departments, and the driver of predictable growth. Your mandate is simple: delight clients, grow their revenue, and keep our team firing on all cylinders.
Key Responsibilities
Client Success
- Act as the primary point of contact for assigned brands
- Approve strategy, creative direction, and budgets
- Lead weekly business-review calls and quarterly planning sessions
- Track Net Promoter Score and renewal probability
Paid Performance
- Oversee paid media campaigns (launch ads on TikTok, monitor results daily)
- Design retargeting flows for abandoned carts, site visitors, and high-intent viewers
- Optimize toward ROAS and cost per add-to-cart targets
Data & Insights
- Guide the Reporting Analyst in compiling weekly dashboards: sales, paid and total ROAS, sample requests, creator posts, Amazon lift, and live-commerce stats
- Translate data into actionable insights the client can implement within a week
Compliance & Account Health
- Supervise the Account Health Specialist in monitoring the Violation Centre
- File appeals promptly and coach the team on best practices
- Maintain zero-suspension status and clear violations within set SLAs
Operations & Team Leadership
- Run daily stand-ups, allocate capacity, and remove blockers
- Build and refine SOPs as client volume scales
- Source, hire, or outsource talent when workloads exceed 80 % utilisation
- Ensure projects hit deadlines and budgets
What You Bring
- 4+ years in account management or growth marketing for e-commerce or consumer brands
- Proven ownership of P&L or performance budgets
- Command of TikTok Ads Manager, Paid Ads, and attribution platforms
- Strong analytical mindset
- Experience creating and enforcing SOPs across cross-functional teams
- Clear, confident communicator who can win client trust quickly
- Comfortable in a fast-moving, remote-first environment
Why Join Us
- Direct impact on a portfolio of high-growth DTC and TikTok Shop brands
- Autonomy to shape processes, hire talent, and build a world-class team
- Access to premium tools and a culture obsessed with data-driven decisions
- Competitive salary, performance bonus, and remote-work flexibility
Job Type: Full-time
Pay: E£45,000.00 - E£65,000.00 per month
Experience:
- account management or growth marketing for e-commerce brands: 4 years (Required)
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