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CX Lead (CX Account Manager) - Commerce

43 minutes ago
United Kingdom
Full-time
Lead
Account Manager
Project and Program Management
AWS BigCommerce E-commerce Salesforce SAP Shopify Sitecore
Apply Now
WPP

WPP

WPP is a world leader in marketing communications services, offering a wide range of solutions in Advertising, Media Investment Management, Data Investment Management, Public Relations & Public Affairs, Branding & Identity, Healthcare Communications, D...

Media
100K+
Founded 1986
View All Jobs 5

Description

  • Devise, present, and execute customer experience strategies for multiple clients.
  • Lead multi-disciplinary CX projects across UX/UI, content, analytics, development, solutions architecture, and consultancy/trading.
  • Work with the Experience Partner to create long-term strategies for major clients.
  • Build deep relationships with clients and internal WPP/VML teams to support global delivery.
  • Handle contract negotiations and manage the transition of client relationships into delivery.
  • Understand client industry, business, and personal objectives to shape strategic CX solutions.
  • Manage resourcing, timelines, milestones, budgets, costs, and ROI.
  • Manage client expectations, escalations, quality, and satisfaction.
  • Identify opportunities to grow CX/EX within existing accounts and support pipeline development.
  • Scope projects, create proposals, and present compelling solutions to clients.

Requirements

  • Experience growing clients from one-off projects into long-term client relationships.
  • Experience creating pitch and proposal responses, including RFIs and RFPs, and proactive client approaches.
  • Experience managing CX projects and collaborating with UX/UI and content/data teams.
  • Agency or consultancy experience preferred, with prior ecommerce experience.
  • Strong project management skills.
  • Proven experience developing and delivering client account plans and associated strategies.
  • Experience building, growing, and managing a team.
  • Commercially focused with an understanding of project value and pricing.
  • Strong communication skills with experience engaging multiple stakeholders at all levels.
  • Strong writing skills for proposals, presentations, and distilling complex research into actionable recommendations.
  • Highly organised, efficient, calm, and able to get up to speed quickly.

Benefits

  • Discretionary bonus scheme.
  • Training and career development opportunities.
  • Competitive pension.
  • Medical insurance.
  • Life assurance.
  • Opportunities to buy and sell holidays.
  • Family-friendly policies.
  • Retail discounts with hundreds of retailers.

Interested in this position?

Apply directly on the company website

Apply Now

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