Account Manager | Shopify Premier Agency | UK

Location: Remote
Working Hours: Monday to Friday, 9:00 AM – 5:00 PM UK Time

ABOUT THAT WORKS

That Works is a performance-focused Shopify agency helping ambitious DTC brands grow through Conversion Rate Optimisation (CRO), design, and custom Shopify development.

We've grown 167% year-on-year and partner with 8- and 9-figure eCommerce brands, delivering everything from custom Shopify builds to long-term retainers focused on continuous improvement and growth.

We're not trying to be the biggest Shopify agency in the world—just the best.

That means we value people who think critically, take ownership, communicate clearly, and aren't afraid to challenge ideas when there's a better solution. We believe great client service isn't about saying "yes" to everything—it's about helping clients make the right decisions while delivering exceptional work.

If that sounds like the kind of environment you thrive in, we'd love to hear from you.

ABOUT THE ROLE

As an Account Manager, you'll be the primary point of contact for a portfolio of clients, ensuring they receive an outstanding experience while keeping tasks moving efficiently behind the scenes.

You'll work closely with clients, designers, developers, and QA to turn ideas into well-scoped, high-impact work. You'll balance client satisfaction with internal team capacity, proactively manage priorities, and ensure every hour of work delivers real value.

This isn't a role for someone who simply forwards messages. We're looking for someone who can think strategically, communicate confidently, solve problems, and take ownership from start to finish.

WHAT YOU'LL BE RESPONSIBLE FOR

• Own day-to-day communication with clients across Slack, email , and video calls.
• Build trusted, long-term relationships with your clients.
• Translate client requests into clear, actionable briefs for design and development teams.
• Challenge requests when appropriate and provide thoughtful recommendations.
• Ensure work is properly scoped, prioritised, and delivered on time.
• Manage monthly retainer hours to maximise value for clients.
• Monitor account utilisation and identify risks of over-servicing or under-utilisation.
• Work closely with internal teams to prioritise work based on business impact.
• Keep clients informed with proactive updates, clear timelines, and early communication around risks or delays.
• Drive tasks forward without needing constant follow-up.
• Handle challenges and escalations professionally and confidently.
• Protect team capacity by managing expectations and maintaining healthy task scope.
• Identify opportunities to improve client performance, retention, and long-term growth.

WHAT SUCCESS LOOKS LIKE

You'll be successful in this role when:

• Clients feel informed, supported, and confident in our partnership.
• Communication is proactive, clear, and well-structured.
• Internal teams receive well-defined tasks that are easy to execute.
• Tasks move forward consistently without unnecessary bottlenecks.
• Retainer hours are invested in the highest-value work.
• Risks and issues are identified early and addressed before they escalate.
• You take ownership of outcomes rather than simply completing tasks.
• You balance client satisfaction with protecting the team's time and capacity.
• You actively contribute to client retention and long-term account growth.

WHAT WE'RE LOOKING FOR

We're looking for someone who brings both strong communication skills and commercial thinking.

You'll likely be a great fit if you have:

• Excellent written and spoken English.
• Strong organisational and time management skills.
• A high level of ownership and accountability.
• The confidence to challenge requests respectfully and provide recommendations.
• Experience managing multiple clients or tasks simultaneously.
• The ability to remain calm and make good decisions under pressure.
• Experience collaborating with Design, Development, and QA teams.
• A solid understanding of Shopify and eCommerce workflows, with the ability to scope technical work effectively.

Previous experience working within a digital, creative, or Shopify agency is highly desirable.

NICE TO HAVE

While not essential, we'd love to see experience with:

• Slack, ClickUp, GitHub, or similar collaboration tools.
• CRO, experimentation, or A/B testing.
• AI tools that improve productivity and communication.
• Continuously improving processes and finding more efficient ways of working.

WHAT WE OFFER

• Fully remote role.
• Monday to Friday, 9:00 AM – 5:00 PM UK Time.
• 20 days of paid annual leave.
• 8 UK bank holidays.
• Annual team trip where we all meet somewhere in the world to connect, collaborate, and have a great time together.
• The opportunity to work with some of the fastest-growing eCommerce brands in the world.
• A supportive team that values ownership, trust, and continuous improvement.