Senior Account Manager

Tribe is one of the leading agencies for DTC - supporting mid‑market and enterprise brands as they grow their ecommerce offering. B Corp certified. Shopify Plus Partner, Recharge Premier Partner and Klaviyo Partner. A tight, high‑performing team of around 20 — we don’t do average. We’re fast‑moving, commercially sharp, and creatively led — and we’re looking for people who want to grow with us.

The Role

We’re looking for an Account Manager who’s as passionate about great brands as we are — someone who thrives at pace, is meticulous about organisation, and makes clients feel like they’re getting the best possible service. You’ll own a portfolio of 6-8 retained clients end‑to‑end, coordinating across our design, build, and growth teams to ensure seamless, high‑quality delivery. You’ll be the person who follows through on every query, responds quickly, and takes real ownership over your accounts. While most of your communication will be virtual using tools such as Slack and Google Meets – there will be a calendar of IRL industry events and meetings which means regular travel to London is required. You’ll need to listen to the nuance and objectives of each of our consumer brands, understanding what makes them unique and what success looks like. To help make an impact, you'll be working with a talented delivery team with specialists across each department of design, build and growth.

What You’ll Be Doing

• Client Relationships
  • Own a portfolio of retained clients as their primary day‑to‑day contact — building genuine, long‑term partnerships, not just managing accounts.
  • Lead weekly calls with confidence and a proactive agenda. Clients should leave every call feeling informed, energised, and in good hands.
  • Develop a deep understanding of each client’s brand, goals and competitive landscape — and bring ideas to them before they think to ask.
  • Handle escalations with composure. When things get difficult, you steady the ship and keep everyone focused on the solution.
• Delivery & Project Management
  • Own the full project lifecycle — from onboarding to QA and handover — across design, build and growth workstreams.
  • Act as the connection between clients and our specialist teams. Clear briefs in; great work out.
  • Manage scheduling in Productive.io so work is planned in advance and nothing slips.
  • Write briefs that are detailed enough to get great work delivered first time, every time.
  • Monitor budgets and flag scope creep or profitability risk early, not after the fact.
  • Produce monthly reports that tell a story — not just numbers, but what the impact actually is and what happens next.
  • Pull and interpret data from Looker Studio, Shopify, GA4 and Klaviyo with genuine fluency.
  • Spot upsell and expansion opportunities across your portfolio and bring them forward with a clear rationale.
  • Stay sharp on ecommerce trends and bring genuinely useful thinking to clients proactively.
• Growth & Contribution
  • Contribute to how the AM function works. You’ll have a real voice in how we do things as the team grows.
  • You’ll report directly into the Managing Director, with direction from the original founders and Heads of Department.
  • We’re providing all of our teams with extensive training across emerging AI ops and from our partners, with accredited certifications.

What You’ll Bring

• 2–5 years in account management or client services at a digital or ecommerce agency.
• Proven track record managing multiple accounts simultaneously across different project stages and client personalities.
• Hands‑on Shopify experience — confident navigating the platform and discussing it intelligently with clients.
• Familiarity with Klaviyo, Looker Studio, GA4, and project management tools such as Productive.
• High standard of written communication — briefs, call notes and client emails that are concise, professional, and always land the right tone.

Who You Are

• Meticulous. Nothing falls through the cracks on your watch. Task boards are in order, follow‑ups never need chasing twice.
• Fast‑moving and deeply reliable in equal measure. Clients and colleagues feel supported because you’re always on top of things.
• Warm and personable — you build genuine rapport and make people feel valued, not just managed.
• Calm under pressure. When things get difficult, you focus everyone on the solution.
• Commercially minded — you understand the link between your work and the business’s health, and you act on it.
• Genuinely interested in DTC and ecommerce. You care about the brands you work on.
• Ambitious and driven — you want to grow within client services and do excellent work.

Why Join Us

B Corp certified. Shopify Plus Partner, Recharge Premier Partner and Klaviyo Partner. A tight, high‑performing team of around 20 — no bureaucracy, no politics. Real scope to grow as we scale. We don’t do average. We’re fast‑moving, commercially sharp, and creatively led — and we’re looking for people who want to grow with us. You’ll receive extensive training across AI operations and accreditations from our tech partners. There will also be industry events, lots of IRL client contact and some travel opportunities. Benefits include flexible working hours and extended remote working policies including one month to work remotely abroad each year and use of your eight bank holidays whenever suits you and of course, birthdays off and extra day of annual leave for every year of service. Quarterly bonus scheme. If you’re organised, quick thinking and genuinely love great brands (especially in F&B!) — we’d love to hear from you.