CX Lead (CX Account Manager) - Commerce

Who We Are

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.

About WPP

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.

CX/Experience Lead (CX Account Manager) needed to join our Customer Experience team at VML Enterprise Solutions

The opportunity:

We’re looking for an intelligent, results-driven individual with strong client handling and CX project management experience to develop client eCom strategies, grow new business from, and strategically lead, client projects. You will be given the opportunity to lead CX projects for a wide range of clients, working with our cross functional teams to delivery high quality outcomes that delivery business value and meet client needs. Working closesly with other CX Managers, content, UI, UX, research and more, this is a great opportunity for someone who loves the world of commerce and adding value to client briefs and projects. 

What you’ll be doing:

Devise, present and execute customer experience strategies for multiple clients  

• Work with the senior members across our 30-strong CX team, and the wider business which includes Experience Design (UX/UI), Content, Analytics, Developers, Solutions Architects and Consultancy/Trading to deliver successful, multi-discipline projects on time and on budget
• Work with the Experience Partner in creating long-term strategies for our biggest clients
• Establish deep relationships across all of our clients, as well as within VML’s wider business and our WPP partners to embed our delivery, globally
• Responsible for contract negotiations and the smooth transition of the client relationship into delivery

Strategic Lead for CX projects

• Understand our clients’ industry, business and personal objectives in order to offer strategic CX solutions
• Manage resourcing and timelines, ensuring delivery of key milestones against schedule and budget
• Commercially minded, able to create and manage budgets and monitor costs and ROI
•  Manage client expectations, escalations and build strong cilent relationships
• Responsible for quality and client satisfaction

Major player in building a pipeline for the Experience team  

• Spot opportunities to grow CX/EX within existing accounts for the agency; work with senior members of the wider team to create pitch-winning responses and lead pipeline account plans

Deliver winning pitches & proposals

• Liaise with global and local clients, Account Leads, and Experience team members (CX, UX, UI and Content) to scope projects, create responses and present compelling solutions

Create process efficiency and automation where possible

• Look for efficiencies across the team and breadth of work, so that we can continue to accelerate our offering

Line management responsibility of juniors

• Responsible for leading, mentoring, coaching and inspiring your team through day to day management as well as appraisals and objective setting 

What we want from you:

• Experience growing clients from one-off projects into long-term clients
• Experience hunting down opportunities and creating pitch / proposals that answer client needs (RFIs, RFPs as well as proactive approaches)
• Experience managing CX projects and collobrating with UX/UI and content/Data teams
• Ideally you will have experience working within an agency or consultancy and have prior eCommerce experience 
• Strong project management skills
• Proven experience developing and delivering against client account plans and associated strategies
• Experience building, growing and managing a team 
• You must  be ommercially focussed and understanding the value as well as the price of a project
• Strong comminication skills, track record of communicating with multiple stakeholders both internally and with the client, at all levels
• Strong writing skills – you have the ability to write proposals/presentations, tell a story and distil complex presentations, or in-depth research into bite-sized actionable recommendations
• Extremely organised, efficient and calm, able to get up to speed quickly

 

What we can offer you:

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

Permanent only:
We offer a great benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more.

Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.

We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish.
We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.
And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.

 

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

#LI-EMEA

WPP (VML Enterprise Solutions) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. 

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X. 

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