Delivery and Operations Lead

Elms Agency - London (hybrid) - Full-time - Salary depending on experience, plus bonus About us Elms Agency is a founder-led Shopify agency based in London, with 100+ builds for DTC and ecommerce brands across the UK and the US. We also run our own Shopify brands, so we know what a store has to do long after launch day. Alongside Shopify, we build websites and run lead generation for trades and professional services firms. New work is arriving faster than we can deliver it. Today the founder sells, scopes, consults and looks after every client personally, as well as running his own brands. This role takes delivery and day-to-day operations off his plate so he can spend his time winning the next project. The role You own every live project, whether it's for a client or for one of our own brands, from signed proposal through launch and into aftercare. Clients deal with you day to day. You plan the work, keep the team on schedule, and make sure nobody is ever surprised by a date, a cost or a change in scope. You're also the leadership's right hand on the operational side: diary, inbox, proposals, invoices, and a small amount of personal admin. We say that up front because it's a real part of the job. What you'll do Delivery

• Take each project over from sales: confirm the scope and timeline, what the client needs to supply, and what finished looks like
• Run projects for our own Shopify brands to the same standard as client work
• Plan and schedule work across our developers, designers and social team, and keep it moving
• Be the client's main point of contact, running status calls and sending a clear weekly update
• Turn vague requests into clear, scoped tasks the team can act on
• Spot risks early, push back on scope creep politely, and get changes priced before anyone starts on them
• Triage Shopify support requests on retainers, deciding what's a quick fix, what needs a developer and what's a new piece of work
• Run launches: QA checklist, sign-off, go-live, and the first weeks afterwards
• Keep retainer clients happy, and pass the next opportunity you spot back to sales Operations and founder support
• Manage the founder's diary and inbox across the agency and his brands
• Prepare and send proposals and contracts, and chase signatures
• Raise invoices and chase late payments
• Keep our CRM (Capsule) and project records current so anyone can see where things stand
• Handle the occasional personal task: bookings, appointments, travel
• Build the templates, checklists and handover docs that make each project smoother than the last What you'll bring
• At least two years managing projects or accounts at a Shopify agency
• Solid working knowledge of Shopify: themes, apps, the admin, checkout and payments. You won't write code, but you can scope a request and talk it through with a developer
• Clear writing, and the confidence to tell a client something they'd rather not hear
• The ability to juggle several projects and a busy inbox without dropping anything
• Comfort switching from a client call to a diary clash to an overdue invoice in the same hour
• A habit of fixing a broken process instead of working around it Nice to have
• Shopify Plus, platform migration or B2B project experience
• Some exposure to SEO, paid ads or Klaviyo email work
• Experience with US clients and working across time zones
• A background as a PA or operations coordinator before moving into project management What good looks like after six months
• The founder is no longer the day-to-day contact on any live project
• Projects launch on the agreed date, or everyone heard early why they wouldn't
• His diary and inbox run without him chasing them
• Invoices go out on time and get paid What we offer
• Salary depending on experience, plus a performance bonus
• Hybrid working in London, Bromley
• 26 days
• Working directly with the founder, across an agency and his own brands
• The chance to build the delivery and operations side of the business yourself rather than inherit someone else's How to apply
• Send your CV to hello@elmsagency.com with a short note about a project that went wrong and what you did about it.