Remote Account Manager in Norwich

About the Role

As an Account Manager at Swanky, you'll play an important role in supporting the long-term success and growth of our retained ecommerce clients.

Working with a range of ambitious retail and ecommerce brands, you'll act as a key day-to-day partner to clients while helping coordinate activity across internal teams to ensure work remains organised, aligned, and moving forward effectively.

This is a collaborative, fast-paced role suited to someone who enjoys building strong relationships, thrives in a team environment, and is confident managing multiple priorities at once.

You'll work closely with developers, designers, strategists, and specialists across a variety of ongoing client initiatives, helping maintain clear communication, delivery visibility, and strong operational organisation across accounts.

Alongside supporting day-to-day account delivery, you'll contribute to roadmap planning, ongoing optimisation, and wider growth conversations, helping clients continue to evolve and improve their ecommerce experience over time.

We're looking for someone who is proactive, organised, commercially aware, and comfortable taking ownership of their accounts while knowing when to collaborate, challenge, or escalate appropriately.

Cultural fit is hugely important to us at Swanky.

We're looking for someone who is approachable, adaptable, solutions-focused, and genuinely enjoys working closely with both clients and colleagues.

The ideal candidate will bring a positive attitude, strong communication skills, and a willingness to learn and grow within a supportive, ambitious, and evolving agency environment.

Key Responsibilities

• Client Relationships & Account Growth
• Build strong, trusted relationships with clients, becoming a reliable day-to-day partner across ongoing retainers and growth plans.
• Develop a strong understanding of each client's business, priorities, and commercial goals to support long-term success.
• Support strategic account planning, helping clients prioritise initiatives that drive growth and improve performance.
• Lead clear, confident communication across meetings, project management platforms, and written updates.
• Help identify opportunities to add value across accounts through proactive recommendations and ongoing collaboration.
• Account Coordination & Delivery
• Coordinate ongoing account activity across multiple retained clients, ensuring priorities, timelines, and deliverables remain organised and on track.
• Use project management software to manage workflows, maintain visibility across accounts, and support efficient collaboration between teams.
• Work closely with developers, designers, strategists, and specialist teams to ensure work progresses smoothly and aligns with wider account goals.
• Proactively identify risks, blockers, or gaps in delivery and work collaboratively to resolve them effectively.
• Support roadmap planning and ensure priorities remain aligned with client objectives and business needs.
• Teamwork & Operational Excellence
• Foster strong cross-functional collaboration, helping teams stay aligned, informed, and focused on shared outcomes.
• Contribute to the continuous improvement of internal processes, workflows, and ways of working across account delivery.
• Support a positive, collaborative team culture built on communication, accountability, and mutual respect.
• Balance multiple priorities with confidence, adaptability, and a calm, solutions-focused approach.
• Industry Awareness & Strategic Thinking
• Stay informed on Shopify updates, ecommerce trends, and emerging digital best practices.
• Bring proactive ideas and insights into client conversations and internal discussions.
• Support strategic thinking across accounts by helping identify opportunities for optimisation, innovation, and long-term growth.
• Required Skills & Experience
• Strong organisational and time management skills, with the ability to manage multiple clients, priorities, and deadlines simultaneously
• Excellent written and verbal communication skills, with confidence leading client conversations and translating technical or strategic information clearly
• Experience coordinating cross-functional teams
• Comfortable using/willing to learn project management tools and structured workflows (e. g. Wrike, Asana, Click Up, Monday, Jira)
• Proactive problem-solving mindset, with the ability to identify risks and keep momentum moving
• Strong attention to detail and ability to maintain high standards across delivery and communication
• Confident working in a fast-paced, changing environment with multiple moving parts

Desirable Skills & Experience

• Experience working within ecommerce, retail, or digital agency environments
• Familiarity with Shopify or other ecommerce platforms
• Exposure to CRO, UX, SEO, paid media, CRM, retention, or wider digital growth disciplines
• Understanding of agile delivery methodologies or sprint-based working
• Experience working with enterprise or multi-stakeholder clients
• Interest in ecommerce trends, emerging technologies, and digital customer experience

What We Offer

• Competitive salary DOE
• 30 days holiday per year inclusive of bank holidays, plus 1 additional day per full year served, capped at 5
• Flexible working hours during the day
• Beautiful Exeter-based offices for those based in the South-West of the UK (but this can be a fully remote role for the right candidate)
• Employee Assistance Programme with 24/7 access to services
• Free unlimited tea, hot chocolate, coffee and healthy snack bar (in the office)
• Mac Book Pro (or your preferred choice of tech)
• The opportunity to work with ambitious, fast-growing brands on exciting and evolving ecommerce strategies
• Opportunities for career development within a highly collaborative and growing agency
• Regular company socials and events
• Opportunity for occasional travel to client meetings and conferences
• No Recruiters