Who We Are

Glass Atlas is the digital commerce agency of choice for transformation and growth. We aim to be the leading digital commerce agency for world-class brands, driving innovation and excellence in performance marketing, commerce engineering, and creative practices. Glass Atlas is a team of 170+ team members working across both performance and commerce technology, having come together through a number of acquisitions over the last 5 years.

Our culture is at the heart of our values. Remote working has meant that we are no longer limited by walls and geography when we are hiring. We now look far and wide for the best expertise to join our business to continue the delivery of an amazing service.

About the Role

Glass Atlas are looking for a Client Delivery Manager to join our Commerce Technology division. In this role you will be the primary point of contact for our clients, overseeing ongoing service retainers and small projects, ensuring work is delivered on time, within scope, and aligned to client goals. You will act as the bridge between clients and internal teams and you will play a key role in maintaining operational excellence, improving delivery processes, growing revenue and driving client satisfaction.

The ideal candidate should be someone who is great at building customer relationships, extremely organised to plan and deliver multiple concurrent workstreams, excels in communication and thrives in a fast-paced agency environment.

Role and Responsibilities

As part of your role you will be responsible for:

Account Ownership & Client Relationship Management

• Own the client relationship for a portfolio of retainer engagements, overseeing delivery, satisfaction, and performance
• Maintain clear and proactive communication with clients
• Lead regular check-ins, retrospectives, QBRs, and strategic planning sessions with clients
• Proactively manage client satisfaction and act on feedback
• Support long-term account health and help achieve renewal, retention and growth goals
• Identify upsell opportunities or new project work to support clients’ growth ambitions

Delivery Management

• Oversee end-to-end delivery of e-commerce retainers and small projects
• Develop and maintain monthly roadmaps in collaboration with the engineering team
• Align cross-functional teams (developers, QA, consultants) on priorities and deadlines
• Create and manage project plans, timelines, scopes, and budgets.
• Ensure Jira and other delivery tools are kept up to date with clear, accurate information
• Conduct regular status meetings with clients and internal teams, identify risks and blockers early
• Escalate risks, blockers, or scope issues early and support resolution.
• Ensure timely, high-quality delivery through clear communication and expectation setting

Cross-Functional Coordination

• Work with resourcing teams to ensure you have the right resources for your client needs
• Collaborate with design, development, QA and other teams to ensure seamless execution
• Create, assign and track tasks, ensuring clear accountability and resource allocation
• Facilitate team ceremonies such as stand ups and retrospectives 

Budget & Scope Management

• Monitor time tracking and budgets to ensure work stays within agreed scope and budget burn is communicated clearly
• Prepare change requests when necessary and communicate impacts clearly
• Forecast future revenue and report to Senior team any variances in budget/revenue ahead of time

Who You Are

The ideal candidate is someone who,

• Has 3+ years of experience in an account or delivery management role, preferably in an e-commerce agency
• Is a team player and has excellent communication and customer service skills
• Has an understanding of the development lifecycle and preferable experience with e-commerce platforms such as Shopify, Magento or Big Commerce
• Has commercial awareness of agency
• Can handle multiple clients and projects simultaneously
• Has experience of using Jira or similar workflow tool
• Is super organised and has the ability to manage their own workload and time effectively
• Is based in the UK and can travel to client meetings as required

Benefits

• We’re fully remote and will support you from working from wherever you are in the UK
• 25 days holiday + bank holidays + an extra day holiday for each year worked
• Your birthday off
• Vitality private health cover (UK only)
• Pension Scheme
• Perks system
• £1,000 referral bonus - Recommend a friend for a job!
• Co-working passes
• Access to an office space in central Manchester
• Eyecare vouchers
• Company wellness initiatives
• Training & development plans
• Relaxed and friendly teams