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 TikTok Shop Seller Center experience
• Experience managing multiple clients in an agency or services environment
• At least one year of people-management experience with two or more direct reports
• A proven record of owning client retention, expansion revenue, GMV, or portfolio performance

TikTok Shop Expertise

You should have practical experience with:

• Seller Center, Shop Health, ACE Powered Insights, promotions, orders, and policies
• GMV Max campaigns and TikTok Search Ads
• TikTok Shop affiliate and creator programs
• Commission structures, collaboration plans, and creator performance
• FBT operations, costs, inbound shipping, and warehouse processes
• Shopify catalog and inventory integration
• TikTok Shop fees, refunds, commissions, and P&L analysis

Leadership and Client Skills

• Confidence leading founder- and executive-level conversations
• Strong QBR, reporting, presentation, and written communication skills
• Commercial judgment around renewals, upsells, pricing, and scope management
• Ability to coach team members and hold them accountable
• Calm, structured decision-making during escalations
• Strong organization across multiple accounts and direct reports

Nice to Have

• Experience at a TikTok Shop agency
• Experience expanding brands into the UK, Southeast Asia, or other TikTok Shop markets
• Multi-channel experience across TikTok Shop, Amazon, and Shopify
• Broader creator-economy or influencer-marketing experience

Why Join Us?

You will have real ownership—not just a list of operational tasks. You will shape client strategy, lead a team, influence portfolio growth, and work directly with founders and senior leadership.

If you understand TikTok Shop deeply but want to move beyond day-to-day execution into strategic account leadership, this role offers that next step.