At a Glance
- Tasks: Lead CX projects, manage client relationships, and deliver innovative solutions in eCommerce.
- Company: Join a dynamic team at a leading customer experience agency.
- Benefits: Enjoy a competitive salary, bonuses, training, and discounts with retailers.
- Other info: Embrace a culture of empathy, innovation, and courage with excellent growth opportunities.
- Why this job: Make an impact with exciting brands while developing your career in a supportive environment.
- Qualifications: Experience in CX/Commerce, strong communication skills, and a knack for problem-solving.
The predicted salary is between 50000 - 65000 £ per year.
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:
- Main client point of contact for multiple clients, spanning different industries but all under the web / eCommerce umbrella.
- Get to understand a client’s businesses and challenges in order to solve critical problems with strategic, cutting edge and innovative solutions.
- Central point of contact for all internal specialists to feed into e.g. UX/UI/consultancy/data/AI/developers and analytics.
- Create and manage statements of work, resourcing needs and timelines to ensure delivery against client-approved timings and budget.
- Commercially minded, able to create and manage budgets and monitor costs and ROI.
- Build strong client relationships to create a pipeline of future work.
- Prepare and present creative briefs for UX/UI designers & copywriters and present creative visuals and copy back to the client.
- Manage research projects, ensuring projects remain on track and align with SOWs.
- Collaborate with your clients and your colleagues to scope and cost projects, create proposals and present compelling, business critical proposals.
- Actively seek and support the growth of your accounts by spotting new business opportunities, nurturing existing and new relationships and 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 to prioritise among competing tasks.
- Proven track record of 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 between different roles within the CX team, client and delivery teams to ensure projects progress and are delivered to the highest quality.
- Good self-motivation, strong sense of initiative and ability to work under pressure and deliver on time.
- Excellent analytical skills, so that you can devise and implement strategies to benefit both Client and customer.
- Commercially focused and comfortable with estimating, budget management and holding tight reigns on costs.
- Strong communication skills 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.
- 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. 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.
Senior CX Manager/Experience Lead employer: Dormont Manufacturing Co
Join our dynamic CX team as a Senior CX Manager, where you'll have the opportunity to work with high-profile clients and lead innovative projects in the web/eCommerce space. We prioritise your career development with a robust benefits package, including a discretionary bonus scheme, training opportunities, and family-friendly policies, all within a culture that values empathy, innovation, and courage. Experience a workplace that empowers you to make a meaningful impact while fostering genuine connections and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CX Manager/Experience Lead
✨Tip Number 1
Get to know the company inside out before your interview. Research their recent projects, values, and culture. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your storytelling skills! Be ready to share specific examples from your past experiences that highlight your problem-solving abilities and how you've successfully managed client relationships. We want to hear about your wins!
✨Tip Number 3
Don’t just wait for the interview; network like a pro! Connect with current employees on LinkedIn, join relevant groups, and engage in discussions. This can give you insider info and might even lead to a referral.
✨Tip Number 4
When you apply through our website, make sure to follow up! A quick email expressing your enthusiasm can set you apart from other candidates. It shows initiative and keeps you on their radar.
We think you need these skills to ace Senior CX Manager/Experience Lead
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior CX Manager role. Highlight your relevant experience in CX and eCommerce, and show us how you can tackle the challenges mentioned in the job description.
Showcase Your Problem-Solving Skills:We love candidates who can think on their feet! Use your application to demonstrate how you've solved complex problems in previous roles. Share specific examples that showcase your strategic thinking and creativity.
Be Clear and Concise:When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon and get straight to the point. Make sure your key achievements and skills stand out!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Dormont Manufacturing Co
✨Know Your Client Inside Out
Before the interview, do your homework on the client you'll be working with. Understand their business model, challenges, and recent developments in their industry. This will help you demonstrate your ability to constructively challenge the brief and show that you're ready to provide innovative solutions.
✨Showcase Your Project Management Skills
Be prepared to discuss your experience managing multiple accounts and projects. Bring examples of how you've created and managed statements of work, timelines, and budgets. Highlight your organisational skills and how you ensure projects are delivered on time and within budget.
✨Demonstrate Your Creative Thinking
Since the role involves preparing creative briefs for UX/UI designers, come equipped with examples of past creative projects. Discuss how you’ve collaborated with different teams to produce compelling visuals and copy, and how you can add value through creative problem-solving.
✨Communicate Effectively
Strong communication skills are key for this role. Practice articulating your thoughts clearly and concisely. Be ready to explain complex ideas in simple terms, as you’ll need to communicate with various stakeholders. Show that you can build strong relationships and nurture existing ones.
