Client Advocate (Client Success Manager)

About Us

We are a leading marketing agency specializing in e-commerce businesses. We help online brands grow through innovative marketing strategies, data-driven decision-making, and expert campaign execution. We are looking for a highly motivated and strategic individual to join our team as a Client Advocate, a hybrid role that blends e-commerce marketing strategy, project management, and client relationship management. This position is ideal for a versatile professional who thrives in a fast-paced environment, excels at building relationships, and is passionate about driving impactful marketing initiatives for online sales growth.

Role Overview

The Client Advocate will work closely with the agency's Chief Strategy Officer to develop comprehensive marketing strategies and roadmaps for our e-commerce clients. This individual will be responsible for the execution and continuous monitoring of these roadmaps, ensuring strategic alignment with client objectives. They will oversee marketing initiatives and projects, and ensure customer success by coordinating with specialists responsible for marketing execution. Note: This is a remote position requiring excellent communication with a quick response time.

Key Responsibilities

As a Client Advocate, you will serve as a key liaison between the agency and our e-commerce clients, ensuring their marketing goals are met through strategic collaboration and execution.

Client Strategy & Execution

• Work under the guidance of our Chief Strategy Officer to understand your assigned clients’ business needs and translate them into actionable marketing strategies and roadmaps.
• Execute and monitor marketing roadmaps, ensuring alignment with business goals and performance benchmarks.
• Lead meetings between the agency team and clients, ensuring alignment on strategic initiatives, priorities, and deliverables.
• Act as the primary decision driver, facilitating discussions and guiding stakeholders toward actionable solutions
• Liaise with ad buyers, email specialists, and other marketing professionals to ensure that campaign execution aligns with the client's strategic roadmap and performance goals.
• Analyze key performance indicators (KPIs), interpret data trends and review financial reports as needed to refine marketing strategies and improve sales performance.
• Collaborate with agency internal teams, clients and any 3rd party resources directed by the clients to ensure that all marketing initiatives align with the overall strategy.
• Conduct market research and competitive analysis to identify trends, opportunities, and gaps in the e-commerce space.
  
  

Client Project & Account Management

• Serve as the primary advocate for your assigned clients within the agency, ensuring that their marketing initiatives are executed effectively and delivering results.
• Develop and maintain detailed project plans, budgets, and resource allocation strategies.
• Coordinate cross-functional teams, including creative, content, and performance marketing professionals, to achieve project goals.
• Identify and mitigate potential risks, ensuring seamless project execution.
  
  

Client Engagement & Success

• Act as the primary agency representative for assigned clients, proactively managing relationships to foster trust, satisfaction, and long-term success.
• Develop strong relationships by understanding client needs, challenges, and business objectives.
• Accumulate and expend political capital within client organizations to influence key decisions and drive long-term success.
• Conduct regular check-ins and performance reviews with clients to discuss marketing campaign progress and identify areas for improvement.
• Mediate conflicts and foster collaboration between clients and internal teams to ensure smooth project execution.
• Work collaboratively with clients to refine e-commerce marketing strategies based on insights and evolving goals.
  
  

Performance Reporting

• Track, analyze, and report on campaign performance metrics, ensuring transparency and data-driven decision-making.
• Develop and deliver performance reports to clients, highlighting key insights, successes, and areas for improvement.
• Ensure clients have a clear understanding of how their marketing investments are driving business growth and achieving key objectives.
  
  

Qualifications & Skills

• 7+ years of experience in e-commerce marketing strategy, project management, and client relations.
• Proven track record of enabling and achieving consistent quantifiable growth for clients in prior engagements.
• Strong understanding of social media marketing, search marketing, and email marketing.
• Proven experience managing multiple e-commerce projects simultaneously with excellent attention to detail.
• Exceptional communication and interpersonal skills including fluent written and spoken English, with the ability to build strong client relationships.
• Data-driven mindset with a solid grasp of e-commerce marketing analytics, KPIs, and performance measurement tools.
• Experience with e-commerce platforms such as Shopify, WooCommerce, BigCommerce, or Magento.
• Proficiency in marketing platforms such as Meta Ads Manager, Google Ads, Google Analytics, Klaviyo, HubSpot etc.
• Proficiency in project management tools such as Asana, Trello, Monday.com etc.
• Expertise in collaboration platforms such as Slack, Notion etc.
• Strong problem-solving skills and adaptability in a dynamic digital environment.

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