Senior CX Manager (Hiring Immediately) in London

Who We Are

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 agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization.

The opportunity:

We are looking for a CX Manager to join our leading Customer Experience Team.

What you’ll get to do:

• Main client point of contact for multiple clients, spanning different industries but all under the web / eCommerce umbrella.
• Get to understand a clients’ 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 you should have:

• Ability to constructively challenge the client / brief, and pull together the relevant skillsets to exceed client expectations.
• 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 focussed 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.

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 Enterprise Solutions) 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.