Tribe - DTC Agency
Account Manager / Senior Account Manager
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Tribe
Tribe is an award-winning Shopify Premier Agency working with some of the most exciting DTC brands in the UK. We’re a B Corp certified agency and a Shopify Premier, Recharge Premier, and Klaviyo Partner. Our teams work across Design, Build, Growth, and Account Management — working with ambitious brands across food, drink, beauty and wellness.
We don’t do average. We’re fast-moving, commercially sharp, and creatively led — and we’re looking for people who want to grow with us.
The Role
We’re looking for an Account Manager who’s as passionate about great brands as we are — someone who thrives at pace, is meticulous about organisation, and makes clients feel like they’re getting the best possible service.
You’ll own a portfolio of 6-8 retained clients end-to-end, coordinating across our design, build, and growth teams to ensure seamless, high-quality delivery. You’ll be the person who follows through on every promise, responds quickly, and takes real ownership over your accounts. While most of your communication will be using tools such as Slack and Google Meets – there will be a calendar of IRL industry events and meetings which means regular travel to London is required.
What You’ll Be Doing
Client Relationships
- Own a portfolio of retained clients as their primary day-to-day contact — building genuine, long-term partnerships, not just managing accounts.
- Lead weekly calls with confidence and a proactive agenda. Clients should leave every call feeling informed, energised, and in good hands.
- Develop a deep understanding of each client’s brand, goals and competitive landscape — and bring ideas to them before they think to ask.
- Handle escalations with composure. When things get difficult, you steady the ship and keep everyone focused on the solution.
Delivery & Project Management
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- Own the full project lifecycle — from onboarding to QA and handover — across design, build and growth workstreams.
- Act as the connection between clients and our specialist teams. Clear briefs in; great work out.
- Manage scheduling in Productive.io so work is planned in advance and nothing slips.
- Write briefs that are detailed enough to get great work delivered first time, every time.
- Monitor budgets and flag scope creep or profitability risk early, not after the fact.
Reporting & Commercial Awareness
- Produce monthly reports that shows impact — not just numbers and what happens next.
- Pull and interpret data from Looker Studio, Shopify, GA4 and Klaviyo with genuine fluency.
- Spot service upsell and expansion opportunities across your portfolio and bring them forward with a clear rationale.
- Stay sharp on ecommerce trends and bring genuinely useful thinking to clients proactively.
Growth & Contribution
- Contribute to how the AM function works. You’ll have a real voice in how we do things as the team grows. You’ll report directly into the Managing Director, with direction from the original founders and Heads of Department.
- We’re providing all of our teams with training across emerging AI ops and from our partners, with accredited certifications.
What You’ll Bring
- 2–5 years in account management or client services at a digital or ecommerce agency.
- Proven track record managing multiple accounts simultaneously across different project stages and client personalities.
- Hands-on Shopify experience — confident navigating the platform and discussing it intelligently with clients.
- Familiarity with Klaviyo, Looker Studio, GA4, and project management tools such as Productive.
- High standard of written communication — briefs, call notes and client emails that are concise, professional, and always land the right tone.
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Who You Are
- Meticulous. Nothing falls through the cracks on your watch. Task boards are in order, follow-ups never need chasing twice.
- Fast-moving and deeply reliable in equal measure. Clients and colleagues feel supported because you’re always on top of things.
- Warm and personable — you build genuine rapport and make people feel valued, not just managed.
- Calm under pressure. When things get difficult, you focus everyone on the solution.
- Commercially minded — you understand the link between your work and the business’s health, and you act on it.
- Genuinely interested in DTC and ecommerce. You care about the brands you work on.
Why Join Us
- B Corp certified. Shopify Premier Partner, Recharge Premier Partner and Klaviyo Partner. A tight, high-performing team of around 21 with real scope to grow as the business does.
- You’ll receive training across AI operations and accreditations from our tech partners. There will also be industry events, lots of IRL client contact and some travel opportunities.
- Benefits include flexible working hours and extended remote working policies including one month to work remotely abroad each year and use of your eight bank holidays whenever suits you and of course, birthdays off and extra day of annual leave for every year of service.
- Quarterly bonus scheme.
If you’re organised, quick thinking and genuinely love great brands (especially in F&B!) — we’d love to hear from you.
Interview Process:
- Initial 15 min video chat with MD
- Second Stage will be a longer conversation with MD and Founders in-person
- Third & final stage (final two candidates) is a short task that we assign all prospective employees to present back
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