Customer Relationship Management Administrator

Goldsend supports primarily eCommerce brands across platforms such as Klaviyo, Braze and Customer.io. Looking for an experienced client-facing CRM professional who can take ownership of client relationships, manage day-to-day requests, and act as a trusted advisor to clients.

This is not a hands-on CRM execution role. Already has a team of 4, Clara herself does the strategy. Campaign build, email creation and technical execution are handled by the agency's delivery team. The successful candidate will focus on account management, client strategy, stakeholder management and business growth.

Key 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?"
• "We're launching a new product. What CRM strategy should support the launch?"
• "How can we improve engagement and retention within our customer base?"

Ideal Candidate Profile

Must Have:

• 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:
• 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.

Nice to Have:

• 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.

What Success Looks Like

• Clients feel well-supported and proactively managed.
• Clara can confidently delegate client relationships and trust the successful candidate to run accounts independently.
• Strong client satisfaction and engagement levels are maintained.
• Opportunity identification and upselling support business growth.
• Start Date: 1st September
• Duration: Initial 3-month contract
• Commitment: 2 days per week initially
• Working Pattern: Flexible, spread across 4 to 4.5 days if preferred
• Location: Predominantly remote with occasional London-based meetings
• Future Scope: Potential to increase commitment as the agency grows and acquires additional clients.