Find a job 
Featured Companies 
Featured Universities 
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 flexible working options, professional growth opportunities, and a vibrant team culture.
- Why this job: Join a dynamic team focused on innovation and making a real impact in digital experiences.
- Qualifications: Experience in account management and CX, with strong leadership and strategic thinking skills.
- Other info: This role requires an EU work permit and offers a chance to shape client success.
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) employer: SQLI
Contact Detail:
SQLI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CX Lead / Account Director (Commerce)
✨Tip Number 1
Network with professionals in the digital commerce and CX sectors. Attend industry events, webinars, or local meetups to connect with potential colleagues or clients who can provide insights into SQLI's culture and expectations.
✨Tip Number 2
Familiarise yourself with the latest trends in customer experience and digital marketing. Being knowledgeable about current innovations will help you stand out during interviews and demonstrate your commitment to the field.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed client relationships and driven CX initiatives in previous roles. Use metrics and outcomes to illustrate your impact and effectiveness.
✨Tip Number 4
Research SQLI's recent projects and case studies. Understanding their work will allow you to tailor your discussions and show how your skills and experiences align with their needs and values.
We think you need these skills to ace CX Lead / Account Director (Commerce)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience (CX) and account management. Use specific examples that demonstrate your ability to build client relationships and manage projects effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for CX and your understanding of SQLI's mission. Mention how your skills align with the job requirements and provide examples of past successes in similar roles.
Highlight Relevant Skills: In your application, emphasise skills such as strategic thinking, leadership, and problem-solving. Make sure to mention any experience you have with CX methodologies and data analysis, as these are crucial for the role.
Showcase Your Achievements: Include quantifiable achievements in your application, such as successful project completions, account growth percentages, or improvements in client satisfaction scores. This will help demonstrate your impact in previous roles.
How to prepare for a job interview at SQLI
✨Understand the Company and Its Values
Before your interview, take some time to research SQLI and its approach to digital commerce. Familiarise yourself with their projects, values, and recent news. This will help you align your answers with their mission and demonstrate your genuine interest in the company.
✨Prepare for Scenario-Based Questions
As a CX Lead / Account Director, you'll likely face scenario-based questions that assess your problem-solving skills and strategic thinking. Prepare examples from your past experiences where you've successfully managed client relationships or led CX initiatives, highlighting the outcomes.
✨Showcase Your Leadership Skills
Since the role involves team leadership, be ready to discuss your leadership style and how you've mentored teams in the past. Share specific examples of how you've fostered a client-centric culture and driven innovation within your team.
✨Demonstrate Your Knowledge of CX Metrics
Be prepared to talk about key performance indicators (KPIs) you've used to measure the success of CX initiatives. Discuss how you've reported on these metrics to clients and senior management, and how they influenced your strategies moving forward.
