CX Lead (CX Account Manager) – Commerce

CX/Experience Lead (CX Account Manager)

We’re looking for an intelligent, results‑driven individual with strong client handling and CX project management experience to develop client eCommerce strategies, grow new business and strategically lead client projects.

What you’ll be doing:

• Devise, present and execute customer experience strategies for multiple clients.
• Work with senior members across the CX team and business to deliver multi‑discipline projects on time and on budget.
• Collaborate with the Experience Partner to create long‑term strategies for our biggest clients.
• Establish deep relationships within clients and across VML and WPP partners.
• Participate in contract negotiations and the smooth transition of the client relationship into delivery.
• Understand clients’ industry, business and objectives to offer strategic CX solutions.
• Manage resourcing, timelines, budgets, costs and ROI.
• Manage client expectations, handle escalations and build strong relationships.
• Ensure quality and client satisfaction.
• Identify opportunities to grow CX/EX within existing accounts and build pitch‑winning responses.
• Scope projects, create responses and present compelling solutions with global and local clients.
• Seek efficiencies across the team and breadth of work to accelerate the offering.
• Lead, mentor, coach and inspire juniors through day‑to‑day management, appraisals and objective setting.

What we want from you:

• Experience growing clients from one‑off projects into long‑term relationships.
• Experience hunting down opportunities and creating pitch proposals (RFIs, RFPs, proactive approaches).
• Experience managing CX projects and collaborating with UX/UI and content/Data teams.
• Agency or consultancy background with eCommerce experience preferred.
• Strong project management skills.
• Proven experience delivering against client account plans and associated strategies.
• Experience building, growing and managing a team.
• Commercially focused, understanding value and pricing of a project.
• Strong communication skills, able to engage multiple stakeholders internally and with clients.
• Strong writing skills – able to write proposals/presentations, distil complex research into clear recommendations.
• Extremely organised, efficient and calm, able to get up to speed quickly.

What we can offer you:

Permanent role with benefits including discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, holiday packages, family‑friendly policies and discounts with retailers.

We prioritise your career development and help you grow your skills. Our culture thrives on the core values of Heart, Brains and Courage.

Equal Opportunity Employer

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination.

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