Head of Delivery & Client Services

About the role

We are a fast‑growing Shopify retention agency looking for a senior leader to own end‑to‑end client delivery. You will be the primary point of contact for quality, margin and retention, ensuring the founder can focus on growth while you keep the operation running smoothly.

Key responsibilities

• Lead delivery performance across Retention and Design functions, setting high standards for email and retention marketing.
• Manage 3‑6 direct reports and 40+ indirect team members, fostering a culture of accountability.
• Own client relationships and serve as the first escalation point for all accounts outside the founder’s portfolio.
• Plan capacity, create a rolling 4‑6 week workload view, and resolve cross‑pod prioritisation conflicts.
• Track portfolio‑level retention, churn, revenue, quality and margin goals in partnership with the founder.
• Develop budgets, forecasts and profitability analyses for each account and team.
• Design and maintain delivery processes, playbooks and AI‑enabled workflows.
• Co‑own senior hiring, career ladders and contribute to overall business strategy.

Required profile

• 8+ years leading delivery or client‑services at an email/retention‑focused agency.
• Proven experience scaling teams from 40 to 70+ people or revenue from €3M to €10M+.
• Deep expertise in email and retention marketing, with a track record of raising quality standards.
• Strong client‑facing skills under pressure and ability to make tough decisions.
• People‑leadership experience developing other leaders.
• Financial acumen to build and interpret budgets, forecasts and margin drivers.
• Operational mindset with a history of building processes and leveraging AI tools.

Required skills

• Shopify

What we offer

• Strategic seat at the executive table with real decision‑making authority.
• Remote work with optional monthly in‑person meetings in Amsterdam.
• Opportunity to shape the growth of a rapidly scaling agency.