Client Engagement Director

eHouse Studio

About The Position

The Client Engagement Director’s primary responsibility will be to oversee a portfolio of strategic eCommerce accounts. This individual will serve as the primary point of contact for clients, acting as a trusted advisor while driving growth, retention, and profitability. The ideal candidate has extensive experience in managing mid-market and enterprise eCommerce clients, proven success in strategic planning, and deep familiarity with the Shopify Plus ecosystem.

Requirements

7+ years of eCommerce experience with proven success in driving client growth.
5+ years of experience managing large mid-market and enterprise accounts.
Strong expertise in strategic planning across multiple marketing channels (paid media, email, SEO, social, etc.).
Demonstrated success in developing and executing effective eCommerce strategies using advanced tools and analytics.
Proven ability to build and maintain executive-level relationships.
Deep familiarity with Shopify Plus and its ecosystem.
Experience balancing business development and account management responsibilities.
Ability to multi-task, prioritize, and adapt quickly in a dynamic, fast-paced environment.
Strong sense of urgency and accountability with a track record of exceeding targets.
Willingness to travel as required.

Responsibilities

Act as a strategic advisor to a portfolio of high-value accounts by building trust, maintaining open communication, and aligning objectives, challenges, and industry dynamics.
Own and implement Account Plans by planning activities and leveraging resources to achieve plan objectives.
Develop and execute customized growth strategies driven by data insights to increase revenue through cross-sell, upsell, and renewals.
Ensure customer satisfaction through effective use of PM and Strategist resources and realize increasing value from each account.
Enable effective partnerships and key relationships to develop accounts into potential Key Accounts (High-Touch).
Strive to be the account’s preferred and trusted vendor through constant study, insight generation, and industry expertise.
Identify new cross/up-sell opportunities within accounts while retaining spend and defending against competitors.
Collaborate with cross-functional teams and external partners to deliver innovative, impactful solutions.
Ensure that the value delivered is clear, measurable, and communicated effectively to all client stakeholders, especially senior executives.
Achieve or exceed booking, revenue, and profitability targets across your portfolio.
Proactively identify risks, resolve issues, and set clear expectations to ensure client satisfaction.
Serve as an escalation point for clients, partnering with service line managers to deliver quick, effective resolutions.
Maintain accurate and up-to-date CRM data for forecasting and financial planning.