We're one of the fastest-growing Shopify Retention Agencies in the space, and the brands we work with love us for it. We're looking for someone who's done this before: who can walk into a fast, high-bar, ship-it culture and become the reason quality, margin and retention hold, Own client delivery end to end the work, the people who make it, the capacity behind it, and the client relationships, so that quality, margin and retention hold without the founder in the room. Own delivery performance and quality across our Retention and Design functions, bringing your own retention marketing expertise to raise the bar on both Own portfolio-level retention and churn, and set and track delivery-wide goals (revenue, retention, quality) in partnership with the founder Own financial planning for delivery: budgeting, forecasting, margin and profitability by account or team Own delivery process, playbooks, and where AI enters the workflow - accountable for hours-per-account falling without the quality bar moving Own senior hiring, co‑own the career ladder with People & Culture,



and partner with the founder on business strategy as the company scales 8+ years leading a delivery or client‑services function at an email/retention‑focused agency (or similar), having personally driven or been part of scaling a team from ~40 to 70+ people, or ~€3M to €10M+ in revenue.

Financial acumen: you build and read budgets, forecasts and revenue projections, and understand margin and profitability drivers at the account and team level A seat with real teeth: direct line to the founder, genuine budget authority, and a leadership team you help build rather than inherit The clearest path to COO we can offer (in case you want that) An executive coach and leadership development budget, because we're investing in how you grow, not just what you deliver You've been the best retention or delivery leader an agency ever had, and then taught the bar, rather than just holding it yourself You want to build a senior team from a young, stretched one, not inherit a finished org You treat the pull between speed and quality as the presente job, not a problem to escape away

📌 Head of Delivery & Client Services | gn | Email Retention Agency | Remote (Madrid)
🏢 OKTOBER
📍 Madrid