Head of Delivery

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hqeen

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 at a real inflection point - our team has more than doubled in the last few months. 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,

Location: Europe. Monthly in-person time in Amsterdam preferred, quarterly acceptable.

Your mission:

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.

What you'll do:

Own delivery performance and quality across our Retention and Design functions, bringing your own retention marketing expertise to raise the bar on both
Lead and develop 3-6 direct reports (Retention Team Leads, Design Lead) and 40+ indirect reports, reporting straight to the founder




Own the client relationship and the first escalation point for every account outside the founder's named portfolio - take the hard calls, then coach the resolution back down to the pod so each type of issue only reaches you once
Own capacity and resourcing across pods and functions - including a rolling 4-6 week forward view of workload - and resolve cross-pod prioritization conflicts between Retention and Design
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

What we're looking for (non-negotiable):

Agency leadership experience: 8+ years, havi

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7hqeen