CX Lead (CX Account Manager) - Commerce

Who We Are WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. VML, part of WPP, supports WPP Enterprise Solutions by helping brands activate transformation through creativity and experience. 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 pr…