Head of Strategy & Account Management

Strategic Leadership

Lead the agency's eCommerce and digital strategy function — including site experience, CRO, analytics, merchandising, product planning, and lifecycle marketing.

Guide brands in achieving performance KPIs and revenue growth across the shopper journey — from acquisition and engagement to conversion, retention, and loyalty.

Oversee the delivery of strategic initiatives from discovery to execution, ensuring alignment across design, UX, and tech delivery teams.

Drive data-informed thinking through methodologies such as user testing, A/B testing, customer journey mapping, persona development, and analytics.

Strategic Roadmapping & Planning

Develop and own short- and long-term strategic plans tailored to each client's goals, using frameworks such as OKRs and strategic impact/effort mapping.

Build and prioritise digital product roadmaps to identify immediate wins and scalable long-term opportunities across eCommerce and digital touchpoints.

Present strategic plans and roadmaps to C-level stakeholders with clarity and confidence, adapting based on feedback and evolving needs.

Client Servicing & Account Management

Own and grow key client relationships, providing high-level counsel and strategic oversight.

Ensure timely delivery of projects and services, working cross-functionally with internal teams to meet client objectives.

Lead the Account Management function across Digital Marketing, Managed Services, and Website Builds.

Identify growth opportunities within existing accounts and support new business development efforts.

Department & Team Building

Build, lead, and scale the Strategy & Account Management department from scratch.

Recruit and mentor a team of strategists and account managers, fostering a performance-driven culture.

Establish scalable processes for client success, strategic planning, and cross-team collaboration.

Requirements

5–8+ years of experience in a digital agency or eCommerce-focused consultancy, with at least 2 years in a client-facing leadership role.

Background in Account Management, Strategy, or Consulting with demonstrated success in eCommerce and digital growth.

Proven ability to develop and deliver strategic roadmaps that drive measurable business outcomes.

Strong project delivery and client communication skills; able to manage expectations, timelines, and results with confidence.

Excellent written and verbal communication in English and Malay.

Resourceful, analytical, and hands-on — you're not afraid to roll up your sleeves.

Passionate about digital experience, user behavior, and performance-led thinking.

Previous experience working directly with Shopify, DTC brands, or digital product teams is a strong advantage.