About the Company A specialist eCommerce email marketing agency working with Shopify and WooCommerce brands to drive revenue through strategic email campaigns and automated flows. The agency works exclusively with product-based businesses that have existing email lists and uses platforms including Klaviyo and Omnisend to deliver measurable results for its clients.The team is client-focused, data-driven, and operates with a high standard of communication and commercial accountability. Job Description You will own the success of a portfolio of eCommerce (DTC) brand accounts, serving as the primary point of contact responsible for email strategy, campaign performance, client relationships, and revenue growth. This is a senior CSM role with a strong technical and commercial edge — you will be expected to lead strategy, not just report on it. You are not generating new leads. You are retaining, growing, and delivering results for brands that are already clients, many operating at significant scale. Key Responsibilities Own 5 to 7 eCommerce brand accounts end to end Lead weekly strategy calls and deliver clear, insight-driven performance summaries Handle client feedback, concerns, and objections with confidence and professionalism Build trusted, long-term relationships with client stakeholders Email Strategy and Campaign Execution Define and own the email strategy for each account Write campaign briefs and QA all emails before deployment Ensure all flows are live, optimised, and tested Proactively propose A/B tests, new flows, and growth opportunities Performance and Reporting Monitor Klaviyo and Omnisend dashboards daily Track and report on core KPIs including open rate (30% plus), click rate (1% plus), bounce rate (below 1%), and revenue per recipient Identify underperforming areas and implement improvements proactivelyTranslate data into clear, actionable recommendations for clients Requirements Proven CSM or account management experience in an email marketing or eCommerce context, agency-side preferred Strong hands-on Klaviyo experience across campaigns, flows, segmentation, and reporting, mandatory Fluent, professional English, written and verbal, essential for client-facing communication with high-revenue brands Confident leading strategy calls and driving commercial decisions independently Highly organised with the ability to manage multiple accounts and deadlines without dropping the ball Analytical mindset with the ability to turn performance data into clear client-facing insights High ownership mentality and full accountability for account outcomes Nice to Have Deep understanding of eCommerce metrics including AOV, LTV, CVR, and retention Strong copy instincts for reviewing and improving email messaging Familiarity with ClickUp, Notion, or Slack Basic understanding of CRO and paid traffic alignment Experience with Omnisend alongside Klaviyo What We Are Looking For A true owner who treats client accounts as their own business Commercially minded with a clear understanding of revenue, retention, and margins Structured and calm under pressure across a multi-account portfolio Proactive in identifying issues and opportunities before clients raise them Direct, confident, and polished in client-facing communication Detail-oriented with zero tolerance for errors going live #J-18808-Ljbffr