Senior Account Manager (Experience Manager)
Senior Account Manager (Experience Manager) with extensive CX/Commerce experience wanted to join our CX team.
The Opportunity
We are looking for a CX Manager to join our leading Customer Experience Team. You will partner with one of our high‑profile clients to deliver CX projects across web and eCommerce.
What You’ll Be Doing
Account & Project Management
- Main client point of contact for multiple clients spanning different industries but all under the web / eCommerce umbrella
- Get to understand a client’s businesses and challenges in order to solve critical problems with strategic, cutting‑edge and innovative solutions
- Central point of contact for all internal specialists to feed into UX/UI/consultancy/data/AI/developers and analytics
- Create and manage statements of work, resourcing needs and timelines to ensure delivery against client‑approved timings and budget
- Commercially minded, able to create and manage budgets, monitor costs and ROI
- Build strong client relationships to create a pipeline of future work
Creative Management
- Prepare and present creative briefs for UX/UI designers & copywriters and present creative visuals and copy back to the client
- Customer Experience Mapping / Research projects
- Manage research projects, ensuring projects remain on track and align with SOWs
Proposal Writing
- Collaborate with your clients and your colleagues to scope and cost projects, create proposals and present compelling, business‑critical proposals
- Actively seek and support the growth of your accounts by spotting new business opportunities, nurturing existing and new relationships and helping to strategically inform the future success of your clients’ businesses
What We Want From You
- Ability to constructively challenge the client / brief, and pull together the relevant skillsets to exceed client expectations
- Experience working within Commerce / Web
- Experience of growing accounts – able to hunt down opportunities and create proposals that answer client needs
- Ability to think strategically and to prioritise among competing tasks
- Proven track record of managing multiple accounts & projects in a digitally creative environment
- Understanding of customer touchpoints along the digital customer journey
- Ability to write design briefs, think creatively and add value
- Excellent problem‑solving skills – able to work as the go‑between for different roles within the CX team, client and delivery teams to ensure projects progress and are delivered to the highest quality
- Good self‑motivation, strong sense of initiative and ability to work under pressure and deliver on time
- Excellent analytical skills, so that you can devise and implement strategies to benefit both client and customer
- Commercially focused and comfortable with estimating, budget management and holding tight reins on costs
- Strong communication skills with the ability to communicate with multiple stakeholders both internally and with the client, at all levels
- Strong written skills – ability to write proposals / presentations, and distil complex presentations, or in‑depth research into bite‑sized information
- 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.
Benefits
- 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
Equal Opportunity Employer
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.
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