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