TikTok Shop Key Accounts Manager

# TikTok Shop Key Accounts Manager **Employment Type:** Full-Time, Senior Level **Salary:** $5000 **Location:** Remote **Reports To:** Director of Client Services **Direct Reports:** 2–4 TikTok Shop Managers **Required Availability:** Monday–Friday, 8:00 AM–2:00 PM PST overlap ## About the Role We are looking for a senior TikTok Shop leader to own a portfolio of established client accounts. This is **not a day-to-day TikTok Shop Manager position**. You will not spend most of your time setting up shipping templates, updating listings, or auditing campaign assets. TikTok Shop Managers will handle execution. You will own the bigger picture: client relationships, account strategy, portfolio growth, retention, commercial performance, and team leadership. You should be comfortable challenging campaign decisions in Seller Center, guiding clients through GMV and profitability performance, leading QBRs with founders and executives, and managing the Shop Managers responsible for daily delivery. Success in this role requires an equal combination of: - Deep TikTok Shop expertise - Strong client and commercial judgment - Proven people-management ability ## What You'll Own ### Client and Account Leadership - Serve as the primary strategic contact for 4–6 TikTok Shop clients - Lead weekly or biweekly calls, monthly reviews, and executive-level QBRs - Build account plans covering growth targets, profitability, risks, and key initiatives - Manage escalations, difficult client conversations, renewals, and scope changes - Identify and lead upsell opportunities across advertising, creator programs, additional shops, and service tiers ### TikTok Shop Strategy - Build 30/60/90-day plans for new accounts - Translate client goals into measurable TikTok Shop strategies - Guide decisions involving GMV Max, Search Ads, affiliate commissions, promotions, catalog strategy, and fulfillment - Evaluate FBT, seller-fulfilled, and 3PL options based on cost and operational needs - Review major budget, promotion, commission, and growth decisions before execution - Identify opportunities for premium seller programs and expansion into additional markets ### Team Management and Quality Control - Directly manage and coach 2–4 TikTok Shop Managers - Review account performance, listing quality, customer service SLAs, affiliate health, and campaign execution - Run weekly team standups and individual 1:1s - Balance workloads and flag capacity or performance risks early - Contribute to performance reviews and hiring decisions ### Reporting and Commercial Performance - Own monthly performance reports and QBR presentations - Turn Seller Center data into clear commercial recommendations - Analyze GMV, orders, ROAS, affiliate ROI, net revenue, fees, and profitability - Identify which SKUs and creators to scale, where margins are leaking, and which activities should be reduced - Forecast portfolio revenue and flag retention risks at least 60 days in advance ### Escalation and Crisis Management - Lead responses to Shop Health violations, late-dispatch spikes, fulfillment failures, and policy incidents - Create clear resolution plans and keep clients informed - Run post-mortems and document root causes - Proactively communicate important platform, policy, fee, and advertising changes ## Key Performance Indicators You will be accountable for: - Net Revenue Retention of 110%+ - Quarterly client retention of 90%+ - Assigned portfolio GMV growth targets - Quarterly upsell and expansion revenue - Client NPS of 40+ or CSAT of 4.5/5 - 100% on-time monthly reports and QBRs - No Shop Health violation unresolved for more than seven days - Client responses within four business hours - Major incidents resolved—or supported by a clear action plan—within 48 hours - Direct reports consistently meeting their KPIs ## What We're Looking For ### Required Experience - 4–6+ years in e-commerce account management, marketplace operations, or agency client services - At least two years of hands-on Ti…