CX Lead (CX Account Manager) - Commerce

About the role

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 including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. 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, most recently, Marketing Measurement & Optimization. In addition, 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 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney. 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 exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com . CX/Experience Lead (CX Account Manager) needed to join our Customer Experience team at VML Enterprise Solutions 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 our cross functional teams to delivery high quality outcomes that delivery business value and meet client needs. Working closesly 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
• Work with the senior members across our 30-strong CX team, and the wider business which includes Experience Design (UX/UI), Content, Analytics, Developers, Solutions Architects and Consultancy/Trading 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 of our clients, as well as within VML's wider business and our WPP partners to embed our delivery, globally
• Responsible for contract negotiations and the smooth transition of the client relationship into delivery
• Strategic Lead for CX projects
• Understand our clients' industry, business and personal objectives in order 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 cilent relationships
• Responsible for quality and client satisfaction
• Major player in building a pipeline for the Experience team
• Spot opportunities to grow CX/EX within existing accounts for the agency; work with senior members of the wider team to create pitch-winning responses and lead pipeline account plans
• Deliver winning pitches & proposals
• Liaise with global and local clients, Account Leads, and Experience team members (CX, UX, UI and Content) to scope projects, create responses and present compelling solutions
• Create process efficiency and automation where possible
• Look for efficiencies across the team and breadth of work, so that we can continue to accelerate our offering
• Line management responsibility of juniors
• Responsible for leading, mentoring, coaching and inspiring your team through day to day management as well as appraisals and objective setting
• What we want from you:
• Experience growing clients from one-off projects into long-term clients
• Experience hunting down opportunities and creating pitch / proposals that answer client needs (RFIs, RFPs as well as proactive approaches)
• Experience managing CX projects and collobrating with UX/UI and content/Data teams
• Ideally you will have experience working within an agency or consultancy and have prior eCommerce experience
• Strong project management skills
• Proven experience developing and delivering against client account plans and associated strategies
• Experience building, growing and managing a team
• You must be ommercially focussed and understanding the value as well as the price of a project
• Strong comminication skills, track record of communicating with multiple stakeholders both interna

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