CX Lead (CX Account Manager) - Commerce

About the Position

CX Lead (CX Account Manager) - Commerce

VML Enterprise Solutions is seeking a CX Lead (CX Account Manager) - Commerce to join our Customer Experience team in London, United Kingdom. This role is pivotal in developing client e-commerce strategies and leading CX projects for a diverse range of clients.

Responsibilities

• Devise, present and execute customer experience strategies for multiple clients

  • Collaborate with a 30-strong CX team and the wider business to deliver successful, multi-discipline projects on time and on budget.
  • Work with the Experience Partner to create long-term strategies for major clients.
  • Establish deep relationships with clients and within VML’s wider business and WPP partners.
  • Handle contract negotiations and ensure smooth transitions into delivery.

• Strategic Lead for CX projects

  • Understand clients’ industry, business, and personal objectives to offer strategic CX solutions.
  • Manage resourcing and timelines, ensuring delivery of key milestones against schedule and budget.
  • 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

  • Identify opportunities to grow CX/EX within existing accounts.
  • Work with senior team members 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 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 to accelerate our offering.

• Line management responsibility of juniors

  • Lead, mentor, coach, and inspire your team through day-to-day management, appraisals, and objective setting.

Requirements

• Experience growing clients from one-off projects into long-term clients.
• Experience hunting down opportunities and creating pitch/proposals that answer client needs.
• Experience managing CX projects and collaborating with UX/UI and content/Data teams.
• Ideally, experience working within an agency or consultancy and 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.
• Commercially focused with an understanding of the value and price of a project.
• Strong communication skills with a track record of communicating with multiple stakeholders both internally and with the client, at all levels.
• Strong writing skills – 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.

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.
• A hybrid work approach with teams in the office an average of four days a week.
• A culture that thrives on our core values: Heart, Brains, and Courage.

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.