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For Companies At a Glance
- Tasks: Lead and manage CX-focused client projects, ensuring satisfaction and value delivery.
- Company: SQLI is a top digital commerce company enhancing businesses' online experiences.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and innovation.
- Why this job: Join a team that values creativity and client relationships in the digital age.
- Qualifications: Experience in account management and CX methodologies is essential.
- Other info: EU work permit required; this role is based in London.
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.
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
Network with professionals in the digital commerce and CX space. Attend industry events, webinars, or local meetups to connect with potential colleagues or clients. Building relationships can lead to valuable insights and opportunities.
✨Tip Number 2
Familiarise yourself with SQLI's recent projects and case studies. Understanding their approach to CX and e-commerce will help you tailor your discussions and demonstrate your knowledge during interviews.
✨Tip Number 3
Showcase your leadership skills by sharing examples of how you've successfully managed teams and projects in the past. Highlighting your ability to mentor and inspire others will resonate well with the hiring team.
✨Tip Number 4
Prepare to discuss specific metrics and KPIs you've used to measure CX success in previous roles. Being able to articulate your data-driven approach will demonstrate your strategic thinking and results-oriented mindset.
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 account management and customer experience. Use keywords from the job description to demonstrate that you meet the specific requirements for 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 client relationships. Share specific examples of how you've successfully managed projects and driven customer satisfaction in previous roles.
Highlight Leadership Skills: Emphasise your leadership and team management abilities in both your CV and cover letter. Provide examples of how you've mentored teams or led successful projects, as this is crucial for the role.
Showcase Results: Include quantifiable achievements in your application. For instance, mention any KPIs you've defined or exceeded in past roles, as well as any successful account growth strategies you've implemented.
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 within the digital services or e-commerce sectors.
✨Demonstrate Relationship Building Skills
Since this role involves building strong client relationships, think of examples where you've successfully managed client accounts. Highlight your communication and negotiation skills, and be ready to explain how you handle client inquiries and issues.
✨Showcase Your Strategic Thinking
Prepare to discuss how you develop and execute CX strategies that align with business objectives. Bring examples of how you've identified upselling opportunities or contributed to account growth, as this will demonstrate your strategic mindset.
✨Be Ready for Creative Collaboration
As the role involves working closely with UX/UI designers and copywriters, be prepared to talk about your experience in preparing creative briefs and presenting ideas. Show your ability to collaborate effectively and lead creative discussions.
