Senior Experience Manager (Commerce CX)

Opportunity

Senior Experience Manager (Creative Account Manager) with extensive CX/Commerce experience needed to join our Customer Experience team.

Responsibilities

• Account & Project Management
• Primary client point of contact for multiple web/eCommerce clients across varied industries.
• Understand client businesses and challenges to devise strategic, innovative solutions.
• Coordinate internal specialists (UX/UI, consultancy, data, AI, developers, analytics) to deliver projects.
• Create and manage statements of work, resourcing needs, and timelines, ensuring delivery against client‑approved schedules and budgets.
• Commercially manage budgets, monitor costs, and evaluate ROI.
• Build strong client relationships to generate future work opportunities.
• Creative Management
• Prepare and present creative briefs to UX/UI designers and copywriters; deliver creative visuals and copy to clients.
• Lead Customer Experience Mapping and research projects.
• Manage research projects, ensuring alignment with SOWs and that timelines are met.
• Proposal Writing
• Collaborate with clients and colleagues to scope, cost, and craft compelling proposals.
• Identify new business opportunities, nurture relationships, and advise on future growth strategies.

Qualifications

• Ability to constructively challenge clients and briefs to exceed expectations.
• Experience working within Commerce/Web environments.
• Track record of growing accounts, spotting opportunities, and creating tailored proposals.
• Strategic thinking and prioritisation skills across competing tasks.
• Demonstrated management of multiple accounts and projects in a digitally creative setting.
• Understanding of digital customer journey touchpoints.
• Strong written and verbal communication, able to craft proposals, presentations, and distil complex research.
• Excellent problem‑solving and facilitation between CX team, client, and delivery teams.
• Self‑motivation, initiative, and resilience under pressure with strong time‑management.
• Analytical capability to devise and implement client‑beneficial strategies.
• Commercial focus, comfortable with budgeting, cost control, and ROI analysis.
• Strong communication skills across internal and external stakeholders at all levels.
• Highly organised, efficient, and calm, able to absorb and act quickly.

Benefits

Permanent role offering a generous benefits package, including discretionary bonus, training opportunities, competitive pension, medical insurance, life assurance, social events, flexible holidays, family‑friendly policies, and discounts with numerous retailers.

We value Heart, Brains, and Courage in our culture – fostering empathy, curiosity, and bold thinking.

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