Responsibilities
* Main client point of contact for multiple clients, spanning different industries but all under the web/eCommerce umbrella
* Understand a client’s business and challenges to solve critical problems with strategic, cutting edge and innovative solutions
* Act as central point of contact for all internal specialists (UX/UI/consultancy/data/AI/developers and analytics) to feed into
* Create and manage statements of work, resourcing needs and timelines to ensure delivery against client-approved timings and budget
* Be commercially minded, able to create and manage budgets and monitor costs and ROI
* Build strong client relationships to create a pipeline of future work
* Prepare and present creative briefs for UX/UI designers and copywriters and present creative visuals and copy back to the client
* Lead customer experience mapping and research projects
* Manage research projects, ensuring projects remain on track and align with SOWs
* 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, nurturing existing and new relationships and informing future client success
* Constructively challenge the client/brief and assemble the relevant skillsets to exceed client expectations
* Experience of growing accounts—hunt opportunities and create proposals that answer client needs
* Think strategically and 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 customer journey
* Ability to write design briefs, think creatively and add value
* Excellent problem-solving skills; act as the go-between for CX team, client and delivery teams to ensure projects progress and are delivered to a high quality
* Good self-motivation, strong sense of initiative and ability to work under pressure and deliver on time
* Excellent analytical skills to devise and implement strategies benefiting both client and customer
* Commercially focused and comfortable with estimating, budget management and controlling costs
* Strong communication skills with the ability to engage multiple stakeholders both internally and with the client at all levels
* Strong written skills; ability to write proposals/presentations and distil complex information into bite-sized formats
* Extremely organised, efficient and calm; able to ramp up quickly
* Alongside the opportunity to work with exciting brands, the role includes career development and growth opportunities
* We value Heart, Brains and Courage as our core values and foster empathy, curiosity and bold solutions
About Us / Company Context
AT VML Enterprise Solutions our Enterprise Solutions division includes strategic consultants, creative and technical architects and developers who help leading organisations deliver digital experiences across marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, we support the entire buying journey from acquisition to loyalty, driving multi-channel growth for world-leading brands. We work with brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We have built over 500 platforms and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, Commerce Tools and Acquia. Our reputation is based on our people, and we are committed to helping you grow and succeed. We collaborate as a team to overcome challenges and believe that anyone can contribute creatively within the team.
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