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 our CX projects across web/eCommerce
What you'll be doing: Account& Project Management
- Mainclientpoint of contact for multiple clients, spanning different industries but all under the web / eCommerce umbrella
- Get to understand aclients'businesses and challengesin order tosolve critical problems with strategic,cutting edgeand innovative solutions
- Central pointof contact for all internal specialists to feed intoe.g.UX/UI/consultancy/data/AI/developers and analytics
- Create and manage statements of work, resourcingneedsand timelines to ensure delivery against client-approved timings and budget
- Commercially minded, able to create and manage budgets andmonitorcosts and ROI
- Build strong client relationships to create a pipeline of future work
Creative Management
- Prepare and present creative briefs for UX/UI designers & copywriters and present creative visuals and copy back to the client
- CustomerExperienceMapping/Researchprojects
- Manage research projects, ensuring projectsremainon track and align with SOWs.
ProposalWriting
- Collaborate with your clients and your colleagues to scope and cost projects, create proposals and present compelling, business critical proposals
- Activelyseekand support the growth of your accounts by spotting new business opportunities, nurturing existing and newrelationshipsand helping to strategically inform the future success of your clients' businesses
What we want from you:
- Ability to constructively challenge the client / brief, and pull together the relevant skillsets to exceed client expectations
- Experience working within Commerce/Web
- Experience of growing accounts - able to hunt down opportunities and create proposals that answer client needs
- Ability to think strategically and toprioritiseamong competing tasks
- Proventrack recordof managing multiple accounts & 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 - able to work as the go betweendifferent roleswithin the CX team,clientand delivery teams to ensure projects progress and are delivered to the highest quality
- Good self-motivation,strong senseof initiative and ability to work under pressure and deliver on time
- Excellent analytical skills, so that you can devise and implement strategies tobenefitboth Client and customerCommerciallyfocussedand comfortable with estimating, budget management and holding tight reigns on costs
- Strong communicationskills with the ability to communicate with multiple stakeholders both internally and with the client, at all levels
- Strong written skills - ability to write proposals/presentations, and distil complex presentations, or in-depth research into bite sized information
- Extremelyorganised,efficientand calm, 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 also 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.
WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics.