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/eCommerce.
What you’ll be doing
Account & Project Management
- Point of contact for multiple clients across the web/eCommerce umbrella.
- Understand clients’ businesses and challenges to solve critical problems with strategic, cutting‑edge, and innovative solutions.
- Central point of contact for all internal specialists (UX/UI, consultancy, data/AI developers, analytics) to ensure alignment.
- Create and manage statements of work, resourcing needs, and timelines to ensure delivery against client‑approved timing and budget.
- Commercially minded: create and manage budgets and 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 and copywriters and provide creative visuals and copy back to the client.
- Customer Experience Mapping/Research projects.
- Manage research projects, ensuring they remain on track and align with SOWs.
Proposal Writing
- Collaborate with clients and colleagues to scope and cost projects, create proposals and present compelling, business‑critical proposals.
- Actively seek and support the growth of accounts by spotting new business opportunities and nurturing relationships to inform future success.
What we want from you
- Ability to constructively challenge the client brief and pull together relevant skill sets to exceed expectations.
- Experience working within Commerce/Web.
- Experience growing accounts – able to hunt down opportunities and create proposals that answer client needs.
- Strategic thinking and ability to prioritise among competing tasks.
- Proven track record of managing multiple accounts and projects in a digitally creative environment.
- Understanding of customer touchpoints along the digital journey.
- Ability to write design briefs, think creatively and add value.
- Excellent problem‑solving skills and ability to act as a go‑between among the CX team, client, and delivery teams, ensuring projects progress and are delivered to the highest quality.
- Self‑motivation, initiative, and ability to work under pressure and deliver on time.
- Strong analytical skills to devise and implement strategies that benefit both client and customer.
- Commercially focused and comfortable with estimating, budget management, and holding costs under control.
- Strong communication skills with ability to engage multiple stakeholders internally and externally at all levels.
- Strong written skills – ability to write proposals/presentations and distil complex research into concise information.
- Extremely organised, efficient, calm, and 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 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.
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.
Equal Opportunity Employer
WPP (VML/WPP 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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