Client Services Lead - eCommerce & Shopify
Location: London | Full-time | Superco.io
Role Overview
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.
Key Responsibilities
1. 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
2. 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
3. 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
Requirements
* 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
Desired Skills
* 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
Why Superco?
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