TikTok Shop Key Accounts Manager

Overview

We are searching for an experienced senior leader to manage a portfolio of established TikTok Shop accounts. This role focuses on strategic client relationships, portfolio development, retention, commercial outcomes, and leading a team, rather than daily operational tasks like setting up shipping or updating listings, which are handled by TikTok Shop Managers.

Responsibilities

• Act as the primary strategic liaison for 4–6 TikTok Shop clients, leading routine calls, monthly reviews, and executive quarterly business reviews.
• Develop comprehensive account plans outlining growth objectives, profitability, risks, and key initiatives.
• Manage escalations, complex client discussions, contract renewals, and scope modifications.
• Identify and drive upselling opportunities across advertising, creator programs, additional shops, and service tiers.
• Design and implement 30/60/90-day plans for new accounts, aligning client objectives with measurable TikTok Shop strategies.
• Advise on GMV Max, Search Ads, affiliate commissions, promotions, catalog strategy, and fulfillment options.
• Assess fulfillment models including FBT, seller-fulfilled, and third-party logistics based on cost and operational needs.
• Approve major budget, promotion, commission, and growth-related decisions prior to execution.
• Oversee the direct management and coaching of 2–4 TikTok Shop Managers, ensuring quality control on account performance, listing accuracy, customer service standards, affiliate health, and campaign execution.
• Conduct weekly team meetings and individual sessions, balancing workloads and addressing capacity or performance issues promptly.
• Lead monthly performance reporting and quarterly business review presentations, transforming Seller Center data into actionable commercial recommendations.
• Monitor key metrics including GMV, orders, ROAS, affiliate ROI, revenues, fees, and profitability to optimize portfolio results.
• Manage responses to Shop Health violations, dispatch delays, fulfillment failures, and policy incidents with clear resolution plans and client communication.

Key Performance Indicators

• Achieve net revenue retention above 110%.
• Maintain quarterly client retention rates above 90%.
• Meet or exceed portfolio GMV growth goals.
• Generate upsell and expansion revenues quarterly.
• Maintain client satisfaction with NPS scores above 40 or CSAT scores of 4.5/5.
• Deliver 100% on-time monthly reports and quarterly reviews.
• Resolve all Shop Health violations within seven days.
• Respond to client inquiries within four business hours.
• Resolve major incidents or provide clear action plans within 48 hours.
• Ensure direct reports consistently meet their KPIs.

Required Experience and Skills

• 4 to 6+ years in e-commerce account management, marketplace operations, or agency client services.
• Minimum two years of hands-on experience with TikTok Shop Seller Center.
• Experience managing multiple client accounts in agency or service settings.
• At least one year in people management, leading two or more direct reports.
• Proven track record of client retention, revenue growth, GMV management, or portfolio performance ownership.
• Expertise with Seller Center, Shop Health, ACE Powered Insights, promotions, orders, and TikTok Shop policies.
• Knowledge of GMV Max campaigns, TikTok Search Ads, affiliate and creator programs, commission models, and fulfillment logistics.
• Familiarity with Shopify catalog and inventory integration, fees, refunds, and profit and loss analysis related to TikTok Shop.
• Strong leadership, commercial judgment, communication, reporting, and client relationship skills.
• Ability to conduct executive-level presentations, lead escalations calmly, coach team members effectively, and manage multiple accounts efficiently.

Preferred Qualifications

• Experience working in a TikTok Shop-focused agency.
• Background in expanding brands into markets like the UK or Southeast Asia via TikTok Shop.
• Multi-channel experience including Amazon and Shopify platforms.
• Broader knowledge of the creator economy or influencer marketing.

Working Conditions

This is a remote, full-time role reporting to the Director of Client Services. The candidate must be available Monday to Friday and able to overlap with 8:00 AM to 2:00 PM Pacific Standard Time. The position involves managing a small team and engaging with senior-level clients.

Compensation

The offered salary is $5000 per month.

Additional Information

The role includes significant leadership responsibility, strategic planning, and client relationship management beyond day-to-day operational tasks. It focuses on growth, client satisfaction, and team performance within the TikTok Shop ecosystem.