Head of retainer for Shopify Agency

Job Title: Head of Retainer Department
Company: Shopify Plus Agency

Location: Remote
Employment Type: Full-Time
Reports to: [CEO]

We are a Swedish leading Shopify Plus agency specializing in delivering cutting-edge e-commerce development and design solutions. As a Shopify Plus Partner, we pride ourselves on providing exceptional service and long-term value to our clients. Our Retainer Department plays a critical role in maintaining client relationships, ensuring ongoing success, and driving continuous improvement for their Shopify stores.

We are seeking a Head of Retainer Department to lead and grow this integral part of our agency. If you are passionate about e-commerce, client success, and operational excellence, we want you on our team.

Position Summary

As the Head of Retainer Department, you will oversee the strategic direction, operations, and client relationships of our retainer services. This role requires a combination of leadership, strategic planning, and hands-on experience with Shopify development and design. You will work closely with cross-functional teams, including developers, designers, and account managers, to ensure client satisfaction and departmental growth.

Key Responsibilities

Leadership and Strategy
• Develop and execute the overall strategy for the Retainer Department to align with company goals.
• Lead, mentor, and manage a team of account managers, developers, and designers focused on retainer clients.
• Define and monitor KPIs to measure departmental success and report progress to senior leadership.

Client Relationship Management
• Serve as the primary point of contact for high-profile retainer clients, ensuring their satisfaction and success.
• Build and nurture long-term relationships with clients, identifying opportunities for upselling and cross-selling.
• Address client feedback promptly and effectively to maintain high retention rates.

Operational Excellence
• Streamline workflows and processes to improve efficiency and client satisfaction.
• Oversee the allocation of resources and ensure timely delivery of retainer services.
• Collaborate with the sales team to ensure smooth onboarding of new retainer clients.

Shopify Expertise
• Provide insights and strategic advice to clients on optimizing their Shopify Plus stores.
• Stay updated on the latest Shopify developments, features, and best practices.
• Ensure all solutions meet Shopify Plus standards and align with client business goals.

Team Development
• Foster a culture of excellence, collaboration, and continuous learning within the team.
• Identify training needs and provide resources to enhance team skills in Shopify development and client management.

Qualifications

Required:
• Strong experience (5+ years) in client management, e-commerce, or a similar role in an agency setting.
• Deep understanding of Shopify and Shopify Plus, including development, design, and integrations.
• Strong leadership and team management skills with a track record of building high-performing teams.
• Excellent communication and interpersonal skills, with the ability to manage client relationships effectively.
• Deep unvestanding about Shopify's partner ecosystem, refferals and partnership.
• Familiar with marketing tools in B2B, linkedin and SEO
• Highly organized and able to manage multiple clients and projects simultaneously.

Preferred:
• Experience leading a retainer-based service model or subscription-based business unit.
• Technical background in web development or e-commerce platforms.
• Knowledge of project management tools like Trello, Slack, Google Suite.
• Certificated Shopify Education within probation period.

What We Offer
• Competitive salary and performance-based bonuses.
• Education - vacation included
• Clear Management Track or Specialist Track for career
• Flexible working environment (remotly).
• Opportunities for professional growth and development.
• A dynamic and supportive team culture.
• The chance to work with high-profile Shopify Plus clients.