At a Glance
- Tasks: Lead exciting CX projects and develop innovative strategies for top brands.
- Company: Join WPP Enterprise Solutions, a leader in customer experience.
- Benefits: Enjoy a competitive salary, bonuses, training, and discounts with retailers.
- Other info: Dynamic culture that values empathy, innovation, and courage.
- Why this job: Make a real impact while working with diverse teams and clients.
- Qualifications: Experience in CX project management and strong client relationship skills.
The predicted salary is between 51750 - 63250 £ per year.
CX/Experience Lead (CX Account Manager) needed to join our Customer Experience team at WPP Enterprise Solutions.
The opportunity: We’re looking for an intelligent, results-driven individual with strong client handling and CX project management experience to develop client eCom strategies, grow new business from, and strategically lead client projects. You will be given the opportunity to lead CX projects for a wide range of clients, working with our cross-functional teams to deliver high-quality outcomes that deliver business value and meet client needs.
What you’ll be doing:
- Devise, present and execute customer experience strategies for multiple clients.
- Work with the senior members across our 30-strong CX team, and the wider business which includes Experience Design (UX/UI), Content, Analytics, Developers, Solutions Architects and Consultancy/Trading to deliver successful, multi-discipline projects on time and on budget.
- Work with the Experience Partner in creating long-term strategies for our biggest clients.
- Establish deep relationships across all of our clients, as well as within WPP’s wider business and our WPP partners to embed our delivery, globally.
- Responsible for contract negotiations and the smooth transition of the client relationship into delivery.
- Strategic Lead for CX projects.
- Understand our clients’ industry, business and personal objectives in order to offer strategic CX solutions.
- Manage resourcing and timelines, ensuring delivery of key milestones against schedule and budget.
- Commercially minded, able to create and manage budgets and monitor costs and ROI.
- Manage client expectations, escalations and build strong client relationships.
- Responsible for quality and client satisfaction.
- Major player in building a pipeline for the Experience team.
- Spot opportunities to grow CX/EX within existing accounts for the agency; work with senior members of the wider team to create pitch-winning responses and lead pipeline account plans.
- Deliver winning pitches & proposals.
- Liaise with global and local clients, Account Leads, and Experience team members (CX, UX, UI and Content) to scope projects, create responses and present compelling solutions.
- Create process efficiency and automation where possible.
- Look for efficiencies across the team and breadth of work, so that we can continue to accelerate our offering.
- Line management responsibility of juniors.
- Responsible for leading, mentoring, coaching and inspiring your team through day-to-day management as well as appraisals and objective setting.
What we want from you:
- Experience growing clients from one-off projects into long-term clients.
- Experience hunting down opportunities and creating pitch/proposals that answer client needs (RFIs, RFPs as well as proactive approaches).
- Experience managing CX projects and collaborating with UX/UI and content/Data teams.
- Ideally you will have experience working within an agency or consultancy and have prior eCommerce experience.
- Proven experience developing and delivering against client account plans and associated strategies.
- Experience building, growing and managing a team.
- You must be commercially focused and understand the value as well as the price of a project.
- Strong communication skills, track record of communicating with multiple stakeholders both internally and with the client, at all levels.
- Strong writing skills – you have the ability to write proposals/presentations, tell a story and distil complex presentations, or in-depth research into bite-sized actionable recommendations.
- 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.
Lead Experience (CX) Manager in London employer: WPP Enterprise Solutions
Join us as an Experimentation Manager and be part of a dynamic team that values your growth and contributions. Our culture is built on empathy, innovation, and courage, ensuring you have the support and resources to excel in your role while working with exciting global brands. With a comprehensive benefits package and a commitment to your career development, we provide a rewarding environment where you can truly make an impact.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Experience (CX) Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WPP Enterprise Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WPP Enterprise Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Experience (CX) Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WPP Enterprise Solutions:Your cover letter is your chance to shine! Tell us why you want to work at WPP Enterprise Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WPP Enterprise Solutions!
How to prepare for a job interview at WPP Enterprise Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
