CX Lead (CX Account Manager) - Commerce

About the Position

CX Lead (CX Account Manager) - Commerce

London, England, United Kingdom

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About the Company

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai, and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions, and expert strategic counsel.

For more information, please visit www.vml.com and follow along on LinkedIn #WeAreVML.

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Responsibilities

• 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 client 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

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Requirements

• Core Skills
  • 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 collaborating 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 commercially focused and understand the value as well as the price of a project
  • Strong communication 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 distill complex presentations or in-depth research into bite-sized actionable recommendations
  • Extremely organized, efficient, and calm, able to get up to speed quickly

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We Offer

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritize 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.

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At WPP Enterprise Solutions

WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where AI 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. We have received distinction as a leader in Commerce Services and CX Strategy Consulting by the Forrester Wave™

To find out more, visit enterprisesolutions.wpp.com and follow us on LinkedIn.

WPP Enterprise Solutions is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions, and expert strategic counsel.

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We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) 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.

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