Creative Account Manager in London

WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where AI is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets.

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 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 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 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. 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.