At a Glance
- Tasks: Lead exciting CX projects for top brands, managing accounts and delivering innovative solutions.
- Company: Join VML, a creative powerhouse known for its award-winning work with global brands.
- Benefits: Enjoy a competitive salary, bonuses, training, and a vibrant workplace culture.
- Other info: Be part of a diverse team that values creativity, innovation, and personal growth.
- Why this job: Make a real impact on customer experiences while working with industry-leading clients.
- Qualifications: Experience in CX/Commerce and strong project management skills are essential.
The predicted salary is between 60000 - 80000 £ per year.
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 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.
- 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. 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.
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.
Senior CX Manager/Experience Lead in London employer: WPP (VML Enterprise Solutions)
At VML, part of WPP, we pride ourselves on being an exceptional employer that champions creativity and innovation in a collaborative environment. Our commitment to employee growth is reflected in our comprehensive benefits package, including training opportunities, competitive pensions, and a culture that values empathy, curiosity, and courage. Join us in our vibrant offices where you can work with leading global brands and make a meaningful impact in the world of customer experience.
Contact Details:
WPP (VML Enterprise Solutions) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior CX Manager/Experience Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on social media. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its clients. Understand their challenges and think about how your skills can help solve them. This will show you're not just another candidate but someone who genuinely cares about their success.
✨Tip Number 3
Practice your pitch! Be ready to explain your experience and how it aligns with the role. Keep it concise and impactful, focusing on your achievements and how they relate to customer experience and project management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Senior CX Manager/Experience Lead in London
Some tips for your application 🫡
Know Your Audience:Before you start writing, take a moment to understand who we are at VML. Tailor your application to reflect our values and the specific role of Senior CX Manager. Show us how your experience aligns with our mission to create connected brands.
Be Clear and Concise:When crafting your application, keep it straightforward. Use clear language and avoid jargon. We want to see your skills and experiences shine through without any fluff. Remember, less is often more!
Showcase Your Achievements:Don’t just list your responsibilities; highlight your successes! Use specific examples that demonstrate how you've tackled challenges and delivered results in previous roles. We love seeing how you’ve made an impact!
Proofread, Proofread, Proofread!:Before hitting that submit button, give your application a thorough once-over. Typos and grammatical errors can distract from your message. We appreciate attention to detail, so make sure your application is polished and professional!
How to prepare for a job interview at WPP (VML Enterprise Solutions)
✨Know Your Client Inside Out
Before the interview, dive deep into understanding VML and its clients. Familiarise yourself with their recent projects, especially in CX and eCommerce. This will help you speak confidently about how your experience aligns with their needs and demonstrate your genuine interest.
✨Showcase Your Problem-Solving Skills
Prepare specific examples of how you've tackled challenges in previous roles. Highlight your ability to constructively challenge briefs and provide innovative solutions. This is crucial for a Senior CX Manager role where strategic thinking is key.
✨Master the Art of Communication
Practice articulating your thoughts clearly and concisely. You’ll need to communicate effectively with various stakeholders, so consider rehearsing common interview questions and your responses. This will help you convey your ideas confidently during the interview.
✨Demonstrate Your Commercial Acumen
Be ready to discuss your experience with budget management and ROI monitoring. Prepare to share examples of how you've successfully managed costs while delivering high-quality results. This will show that you understand the commercial side of CX management.
