Account Manager (Retained Services)

About By Association Only (BAO)

BAO is a globally award-winning Shopify Plus eCommerce agency based in the UK. We’re a senior team of designers, developers and marketers that are committed to exceptional standards in eCommerce. We work explicitly with Shopify Plus merchants - generally in the fashion, cosmetics and luxury goods sectors for brands all over the world in competitive global markets.

We work in a studio where independence, autonomy and doing the right thing is at the centre of everything we do. As an agency we’re on a mission to work with the world's most ambitious eCommerce brands and we do this in an environment that is smart, open, fast-paced, fun and rewarding.

Although we're headquartered in Cambridge, we are staffed by around 50% permanently remote employees that are located all over the UK. All of our team members are full time employees.

Job Summary

We are looking for an experienced Account Manager to join our Retained Services team.

As a Account Manager for our highly valued Retained Services team, you will collaborate with our dedicated internal Retained production team and engage with a variety of exciting and high-profile merchants to deliver ongoing value through our Retained Services programme. This role is pivotal in maintaining and nurturing relationships with our high-profile clients, where you will oversee the execution of our Retained clients’ roadmap, ensuring timely delivery, clarity of communication and exceptional quality of service.

Working closely with our dedicated Retained production team and wider specialists across the agency, you will manage a portfolio of established Shopify and Shopify Plus merchants, building trusted relationships and helping them turn their priorities into clear, achievable plans. You will oversee the execution of each merchant’s ongoing roadmap, ensuring work is effectively prioritised, retained time is used effectively, and delivery remains timely and aligned with the agreed objectives.

You will be trusted to maintain a clear view of each merchant’s priorities, available retained time and upcoming work, making day-to-day decisions independently while escalating commercial, delivery or relationship risks when appropriate.

The role reports to BAO’s Operations Director and works closely with fellow Account Managers, developers and specialists from across the agency.

Skills / Experience

We feel passionately that the role will excite the right individual due to the opportunity to work with some fantastic brands, from ambitious funded startups through to large enterprise merchants across a wide variety of market sectors.

Your ability to manage multiple clients, devise agile plans and execute those plans from inception to completion are key .

Ability to develop and maintain positive relationships with a wide range of internal and external stakeholders.

Extensive experience in digital account management - bonus points for eCommerce experience.

Exceptional interpersonal skills who thrives in a fast paced and client-focused environment.

Foster a collaborative and positive team environment, encouraging open communication and knowledge sharing.

Passion for developing positive working relationships with external stakeholders becoming an extension of their own internal teams.

Excellent attention to detail and organisation skills.

Systematic, methodical and pragmatic approach to your own work and the Retained accounts you run.

Be an effective team player working closely with fellow Account Managers to proactively identify and address any issues or challenges that may arise.

Experience working with creative and development production teams.

Bonus Points for:

Working directly with the Shopify / Shopify Plus platform or partners within the ecosystem

Ability to run reporting and analyse retainer performance over a period of time

Having commercial experience of running digital projects brand side

Benefits

Highly competitive salary DOE

24 days of annual leave + 8 bank holidays

+ 1 extra day per year served

High-spec computer equipment issued from day 1

The opportunity to work with interesting, high-profile international brands.

No micro-management culture

Flexible remote working or office based or a combination of the two - depending on your location and preference

Social events throughout the year

Clear career progression paths

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Become part of our Carbon Positive workforce

Every one of our staff members are climate positive. BAO contributes a monthly payment per employee, planting trees around the world on behalf of its team. This means as an employee of BAO you’ll be offsetting your entire carbon footprint, including emissions from your home, personal travel, holidays, food, hobbies and more.

NO AGENCIES PLEASE - SERIOUSLY!