eCommerce Success Manager

Hybrid | UK (Liverpool / Leeds) | Full-time

At Velstar, we partner with ambitious brands to deliver high-performing eCommerce experiences that drive measurable growth. We’re looking for an eCommerce Success Manager to help our clients maximise the value of their platforms and strategies by aligning digital performance with commercial outcomes.

This role sits at the centre of client relationships and delivery. You’ll coordinate internal teams, monitor performance, and ensure our clients’ eCommerce strategies translate into tangible growth and long-term success.

The role

Reporting to the Head of Client Success, you’ll work closely with clients to ensure their eCommerce platforms and marketing strategies perform effectively against agreed business goals. Acting as a strategic partner, you’ll coordinate internal specialists, support ongoing website operations, and identify opportunities to improve performance and unlock growth.

You’ll play a key role in maintaining strong client relationships, ensuring engagement, satisfaction and retention through proactive communication, structured reporting and continuous optimisation.

What you’ll be doing

• Coordinating internal teams and specialists to ensure effective delivery of eCommerce initiatives

• Acting as a client advocate, ensuring internal teams and partners deliver high-quality outcomes

• Monitoring website performance and reporting against agreed KPIs

• Supporting clients with training, platform usage and day-to-day website operations

• Proactively identifying and resolving challenges that may impact client success

• Demonstrating performance and progress through structured reporting and insights

• Building trusted client relationships through clear communication and regular engagement

• Identifying upsell and cross-sell opportunities that support client growth

• Ensuring client strategies align with broader business objectives and deliver measurable results

What we’re looking for

You’re commercially minded, organised and comfortable working closely with clients to deliver measurable results. You enjoy solving problems, improving performance and building strong working relationships.

You’ll likely have:

• Experience in a similar client success, account management or eCommerce role

• Backgrounds such as eCommerce Manager, Online Trading Manager or Digital Merchandiser would be highly relevant

• Strong knowledge of eCommerce platforms and digital performance metrics

• Hands-on experience with Shopify or other CMS platforms (preferred)

• Excellent communication skills and confidence engaging with senior stakeholders

• Strong organisational skills and the ability to manage multiple priorities

• A commercial mindset with the ability to identify growth opportunities

What success looks like

Success in this role is measured through:

• Strong client retention and satisfaction

• Revenue growth across managed accounts

• Successful delivery of strategies and initiatives

• High levels of client engagement and communication

• Effective use of chargeable hours