Client Services Lead - eCommerce & Shopify Agency (London Area)

We’re looking for a commercially minded Client Services Lead to join Superco, a leading Shopify Premier Partner agency. This role is a step up from senior account management - designed for someone who combines client strategy, delivery oversight, and commercial instinct. You’ll be responsible for managing a portfolio of high-growth eCommerce brands, with project managers, account managers and specialists reporting to you.

The ideal candidate has agency experience, a strong grasp of Shopify and DTC operations, and a proven ability to lead multi-disciplinary teams to deliver value, not just output.

• Client Leadership & Relationship Management
  • Own a portfolio of eCommerce clients, acting as their strategic and commercial lead.
  • Build trusted relationships with senior client stakeholders, providing clarity and confidence across workstreams.
  • Shape and prioritise roadmaps that align with business goals, from CRO and subscriptions to replatforming and retention.
  • Proactively surface risks, opportunities, and initiatives to deepen impact and account value.
• Project Oversight & Team Coordination
  • Oversee internal project teams (PMs, developers, designers, marketers), ensuring delivery is on time, in scope, and commercially sound.
  • Lead weekly, monthly and quarterly account rituals: sprint planning, client comms, reporting, retrospectives, QBRs, and month end process.
  • Liaise with our delivery lead to maintain delivery quality and commercial margin across each account.
  • Provide direction and escalation support to project managers and account execs.
• Strategic & Commercial Input
  • Translate business needs into briefs and scopes that balance speed, quality, and value.
  • Review analytics and performance data to inform decisions and next steps.
  • Partner with internal leads on experimentation, A/B testing, and performance improvements.
  • Monitor budget vs. actuals and ensure clarity around retained hours, ad hoc billing, and change requests.
• Internal Process & People Development
  • Help evolve client services processes, tooling, and reporting.
  • Support hiring, onboarding, mentoring and management of junior team members.
  • Contribute to resourcing and forecasting across your accounts.
  • Uphold delivery discipline and reinforce a client-first culture internally.

• 4+ years in a client-facing role within a digital or eCommerce agency.
• Experience managing a portfolio of brands and leading cross-functional teams.
• Strong understanding of Shopify and the wider DTC tech stack (Klaviyo, ReCharge, Rebuy, GA4, etc.).
• Confident managing project budgets, timelines, scopes, and stakeholder expectations.
• Excellent written and verbal communication skills.
• Commercially astute, with a track record of growing accounts and retaining clients.

• Shopify Plus or replatforming experience.
• Understanding of CRO, email, retention, and lifecycle marketing.
• Strong grasp of analytics, AOV/CVR/CLTV, and eCommerce KPIs.
• Experience working with fashion, wellness, or lifestyle DTC brands.
• Brand side experience is a plus.

Superco is a Shopify Plus agency that helps ambitious brands scale. We don’t do fluff - we care about outcomes, high-quality execution, and building long-term client partnerships. You’ll have real ownership, responsibility, and a seat at the table shaping how we deliver.

• Competitive salary.
• Leadership role within a growing team.
• Smart, supportive colleagues and interesting brands.
• No corporate nonsense, just good work and growth.
• London Bridge based office - 3 days a week.