At a Glance
- Tasks: Lead exciting CX projects and develop innovative strategies for top global brands.
- Company: Join VML, a creative powerhouse known for its award-winning work and collaborative culture.
- Benefits: Enjoy a competitive salary, bonuses, training opportunities, and discounts with hundreds of retailers.
- Other info: Be part of a dynamic team that values creativity, collaboration, and personal growth.
- Why this job: Make a real impact in the world of commerce while working with leading brands.
- Qualifications: Experience in client management, project leadership, and a passion for eCommerce.
The predicted salary is between 63000 - 77000 £ per year.
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 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 our cross-functional teams to deliver high-quality outcomes that deliver business value and meet client needs.
What You’ll Be Doing
- 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 client 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 collaborating 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 commercially focused and understand the value as well as the price of a project.
- Strong communication skills, track record of communicating with multiple stakeholders both internally and with the client, at all levels.
- Strong writing skills – you have the ability to write proposals/presentations, tell a story and distil complex presentations, or in-depth research into bite-sized actionable recommendations.
- Extremely organised, efficient and 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. 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.
AT VML Enterprise Solutions Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms.
With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.
We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia.
Our reputation is based on our people, and we believe we have some of the best in the business. As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world.
Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team. We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week.
If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
CX Lead (CX Account Manager) - Commerce employer: Bav Group México
VML is an exceptional employer that champions creativity and collaboration, offering a dynamic work culture where innovation thrives. With a commitment to employee growth, VML provides ample opportunities for professional development and the chance to work with prestigious clients in a hybrid environment that fosters connection and flexibility. Located in vibrant cities like London, employees benefit from a diverse and inclusive atmosphere that values every individual's contribution, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land CX Lead (CX Account Manager) - Commerce
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bav Group México. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bav Group México before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Lead (CX Account Manager) - Commerce
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bav Group México:Your cover letter is your chance to shine! Tell us why you want to work at Bav Group México specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bav Group México!
How to prepare for a job interview at Bav Group México
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
