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For Companies At a Glance
- Tasks: Lead client projects, manage relationships, and enhance customer experiences.
- Company: SQLI is a top digital commerce company transforming businesses in the UK and Middle East.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Why this job: Join a creative team focused on delivering exceptional digital experiences and driving customer loyalty.
- Qualifications: Experience in account management and CX methodologies is essential; strong leadership skills are a must.
- Other info: EU work permit required; this role offers a chance to shape the future of digital commerce.
The predicted salary is between 43200 - 72000 £ per year.
About SQLI
SQLI UK & ME is a leading digital commerce & services company that specialises in providing exceptional digital experiences to businesses across the United Kingdom and the Middle East. We are dedicated to helping our clients thrive in the digital age by offering innovative solutions in e-commerce, digital marketing, and technology consulting.
The Job
SQLI UK & ME is seeking an experienced and results-driven CX Lead / Account Director with expertise in Customer Experience (CX) to lead and manage our CX-focused client projects and accounts. The CX Lead will be responsible for building and maintaining strong client relationships, ensuring client satisfaction, and creating and managing CX initiatives that deliver value and enhance customer experiences across research, UX, UI, Content, and Strategy.
Key Responsibilities:
- Client Relationship Management: Build and maintain strong, long-lasting relationships with key client stakeholders. Act as the primary point of contact for client inquiries, issues, and escalations. Collaborate closely with clients to understand their business goals, challenges, and CX needs.
- CX Strategy and Consultation: Work closely with clients to develop and execute CX strategies aligned with their business objectives. Provide expert guidance on best practices and innovations in CX to drive customer loyalty and satisfaction.
- Account Growth and Retention: Develop account growth strategies, identify upselling opportunities, and contribute to contract renewals. Ensure client satisfaction and success, leading to long-term partnerships.
- New Business Development: Be able to spot opportunities, answer RFI / RFPs / proposals, create, cost, and lead responses, managing the process through to delivery.
- Project Oversight: Oversee the execution of CX projects, ensuring they meet or exceed client expectations. Support and manage statements of work, resourcing needs, and timelines to ensure delivery against client-approved timings and budget. Collaborate with internal teams to drive CX-related initiatives across UX, UI, Content, Strategy, Research, and Data.
- Creative Management: Prepare and present creative briefs for UX/UI designers & copywriters and co-present creative visuals and copy back to the client.
- CX Performance Metrics: Define KPIs to measure the success of CX initiatives. Regularly report on progress and results to clients and senior management, liaising with data & analytics.
- Team Leadership: Lead and mentor a team of CX specialists, fostering a culture of client-centric thinking and innovation as your team grows.
Your Profile:
- Proven experience in account management, specialising in CX within the digital services or e-commerce industry.
- In-depth understanding of CX methodologies, journey mapping, design systems, data analysis.
- Strategic thinker, able to write briefs and manage projects to delivery.
- Exceptional leadership and team management skills.
- Strong problem-solving, communication, and negotiation abilities.
- Experience in growing accounts, identifying new opportunities, and creating proposals that meet client needs.
- Proactive, results-driven, with a proven track record of achieving and exceeding account goals.
- Commercially focused, comfortable with estimating, budget management, and managing costs.
CX Lead / Account Director (Commerce) (London) employer: SQLI
Contact Detail:
SQLI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Lead / Account Director (Commerce) (London)
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CX) and digital commerce. Being well-versed in current methodologies and innovations will help you stand out during discussions with potential employers.
✨Tip Number 2
Network with professionals in the CX and digital services industry. Attend relevant events, webinars, or workshops to connect with others and gain insights that could be beneficial for your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed client relationships and driven account growth in previous roles. Real-life success stories can demonstrate your capabilities effectively.
✨Tip Number 4
Research SQLI UK & ME thoroughly. Understanding their values, recent projects, and client base will allow you to tailor your approach and show genuine interest in the company during interviews.
We think you need these skills to ace CX Lead / Account Director (Commerce) (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience (CX) and account management. Use keywords from the job description to demonstrate that you meet the specific requirements of the CX Lead / Account Director role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of CX methodologies and your ability to build strong client relationships. Include specific examples of how you've successfully managed accounts and driven customer satisfaction in previous roles.
Showcase Your Achievements: In your application, emphasise your achievements in account growth and retention. Use metrics and KPIs to quantify your success, such as percentage increases in client satisfaction or revenue growth from upselling opportunities.
Prepare for Potential Questions: Anticipate questions related to your experience with CX strategies and project management. Be ready to discuss how you've led teams and managed client expectations, as well as how you approach problem-solving in challenging situations.
How to prepare for a job interview at SQLI
✨Know Your CX Fundamentals
Make sure you have a solid understanding of Customer Experience (CX) methodologies and best practices. Be prepared to discuss how you've applied these in previous roles, particularly in account management and digital services.
✨Demonstrate Relationship Building Skills
Since the role involves building strong client relationships, think of examples where you've successfully managed client expectations and resolved issues. Highlight your communication and negotiation skills during the interview.
✨Showcase Your Strategic Thinking
Be ready to discuss how you develop and execute CX strategies that align with business objectives. Prepare to share specific instances where your strategic input led to improved customer satisfaction or account growth.
✨Prepare for Creative Management Scenarios
As the role involves overseeing creative briefs and collaborating with design teams, consider discussing your experience in managing creative projects. Be prepared to explain how you ensure that creative outputs meet client needs and expectations.
