Overview
Who We Are VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners. The agency is recognized by the Forrester Wave Reports as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and Marketing Measurement & Optimization. VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 people across 55+ markets, with principal offices in key cities worldwide.
About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by talent and our agentic marketing platform to help our clients navigate change and deliver transformational growth.
CX/Experience Lead (CX Account Manager) needed to join our Customer Experience team at VML Enterprise Solutions.
The opportunity We’re looking for an intelligent, results-driven individual with strong client handling and CX project management experience to develop client eCom strategies, grow new business from, and strategically lead, client projects. You will be given the opportunity to lead CX projects for a wide range of clients, working with cross functional teams to deliver high quality outcomes that deliver business value and meet client needs. You will work closely with other CX Managers, Content, UI, UX, research and more. This is a great opportunity for someone who loves the world of commerce and adding value to client briefs and projects.
Responsibilities
* Devise, present and execute customer experience strategies for multiple clients
* Collaborate with the senior CX team and the wider business (Experience Design, Content, Analytics, Developers, Solutions Architects) to deliver successful, multi-discipline projects on time and on budget
* Work with the Experience Partner in creating long-term strategies for our biggest clients
* Establish deep relationships across all clients, within VML-Wunderman Thompson and WPP partners to embed delivery globally
* Responsible for contract negotiations and smooth transition of the client relationship into delivery
Strategic Lead for CX projects
* Understand clients’ industry, business and objectives to offer strategic CX solutions
* Manage resourcing and timelines, ensuring delivery of key milestones against schedule and budget
* Commercially minded, able to create and manage budgets and monitor costs and ROI
* Manage client expectations, escalations and build strong client relationships
* Responsible for quality and client satisfaction
Pipeline and Proposals
* Spot opportunities to grow CX/EX within existing accounts; create pitch-winning responses and lead pipeline account plans
Delivering Pitches & Processes
* Liaise with global and local clients and team members to scope projects, create responses and present compelling solutions
* Create process efficiencies and automation where possible
Leadership
* Line management responsibility for juniors; mentoring, coaching and guiding the team 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 identifying opportunities and creating pitches/proposals (RFIs, RFPs and proactive approaches)
* Experience managing CX projects and collaborating with UX/UI and content/Data teams
* Agency or consultancy background with prior eCommerce experience preferred
* Strong project management skills
* Proven experience developing and delivering client account plans and strategies
* Experience building, growing and managing a team
* Commercial focus and understanding the value and price of a project
* Strong communication skills with stakeholders at all levels
* Strong writing skills to produce proposals/presentations and distill complex information into actionable insights
* Extremely organized, efficient and capable of rapid onboarding
What we can offer you
Alongside the opportunity to work with some of the most exciting brands, we prioritise your career development and help you grow your skills. We empower you to make a difference, be yourself, and be respected for who you are.
Permanent only: We offer a benefits package including a discretionary bonus scheme, training opportunities, competitive pension, medical insurance, life assurance, social events, holiday flexibility, family-friendly policies, discounts with retailers and more.
Our culture thrives on our core values: Heart, Brains and Courage.
We lead with Heart, fostering empathy and trust; we empower Brains for innovation; and we champion Courage to push thinking forward.
AT VML Enterprise Solutions Our division houses strategic consultants, creative and technical architects and skilled developers to deliver outstanding digital experiences across marketplaces, online retailers, D2C, B2B and social platforms. With 4,200+ experts in 55 centres across 34 countries, our capabilities span the buying journey from acquisition to loyalty.
We work with brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, Johnson & Johnson, Nestlé, Shell and Tiffany & Co. We’ve built over 500 platforms and generated significant value for our clients, working with leading strategic partners.
As our business grows internationally, we’re looking for new people to join us on our journey to inspire and shape top commerce solutions, services, and websites. We work as a team; no problem is insurmountable, and we believe anyone can show creative bravery in any role.
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We believe the best work happens when we’re together, with hybrid work arrangements and accommodations available. WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination. We are committed to fostering a culture of respect in which everyone belongs and has equal opportunities to progress.
VML is a WPP agency. For more information, please visit www.vml.com, and follow on Instagram, LinkedIn, and X.
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