Head of Delivery & Client Services

About the role

We are a fast‑growing Shopify retention agency looking for a seasoned leader to own end‑to‑end client delivery. You will be the primary driver of quality, margin and retention, acting as the escalation point for all accounts outside the founder’s portfolio while shaping the future of our delivery function.

Key responsibilities

• Lead delivery performance and quality across Retention and Design functions, applying deep email‑retention expertise.
• Manage 3‑6 direct reports (Retention Team Leads, Design Lead) and 40+ indirect reports.
• Own client relationships, handle escalations, and coach teams to resolve issues efficiently.
• Plan capacity and resources across pods, maintain a 4‑6 week workload forecast, and resolve cross‑pod prioritisation conflicts.
• Set and track portfolio‑level retention, churn, revenue, and quality goals in partnership with the founder.
• Develop financial plans for delivery, including budgeting, forecasting, margin and profitability analysis.
• Define and improve delivery processes, playbooks, and AI integration while maintaining quality standards.
• Co‑own senior hiring, career ladder development, and contribute to overall business strategy.

Required profile

• 8+ years leading delivery or client‑services in an email/retention‑focused agency or similar environment.
• 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 performance standards.
• Strong client‑facing presence under pressure and ability to take responsibility in difficult meetings.
• People leadership experience, developing leaders rather than only individual contributors.
• Financial acumen to build and interpret budgets, forecasts and margin drivers.
• Operational mindset with a history of building processes, tools and concrete AI implementations.

Required skills

• Email marketing strategy
• Retention marketing tactics
• Financial planning and analysis
• Team leadership and development
• Process design and optimisation
• AI tooling integration

What we offer

• Strategic seat at the executive table with real decision‑making power.
• Remote‑first work mode with monthly (preferred) or quarterly in‑person collaboration in Amsterdam.
• Opportunity to shape a rapidly scaling agency at an inflection point.