At a Glance
- Tasks: Create integrated customer experience strategies that connect brands with real customer needs.
- Company: VML, a global creative company known for innovative brand experiences.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with diverse teams and exciting projects.
- Why this job: Make a real impact by transforming customer experiences for major global brands.
- Qualifications: Experience in CX, CRM, and strategic thinking with strong analytical skills.
The predicted salary is between 63000 - 77000 £ per year.
VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world's leading creative companies. VML's global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore. VML is part of WPP, the trusted growth partner for the world's leading brands.
We're now looking for a Senior CX Strategist to join our London strategy team.
The Opportunity
Most brands don't have a communications problem. They have an experience problem. A gap between what they promise and what customers actually experience at the moments that matter. We're looking for a Senior CX Strategist who can help close that gap. Someone who understands that great customer experience isn't just about individual touchpoints, CRM campaigns or digital journeys. It's about connecting the entire customer experience, from the first interaction with a brand through to building long-term relationships, loyalty and advocacy.
You’ll bring together CX, CRM and brand-level thinking, using customer insight, creativity and data to develop strategies that make experiences better for customers and more effective for businesses. You’ll work across a range of exciting clients, including major global brands, helping them understand their customers, identify opportunities and create more connected, meaningful experiences.
This is a role for someone who enjoys getting under the skin of a business challenge, asking the right questions and turning complex customer problems into clear, inspiring strategic thinking. You’ll be comfortable working with creative teams, collaborating with data and experience specialists, and presenting your thinking to clients. Above all, you’ll be someone who sees the bigger picture but isn’t afraid to get into the detail.
What You'll Be Doing
- Develop integrated customer experience strategies that connect brand ambition with real customer needs and behaviours.
- Look across the entire customer journey, identifying opportunities to create more seamless, engaging and valuable experiences.
- Bring together brand strategy, CRM, digital experiences and customer engagement to create joined-up strategic thinking.
- Understand how different channels and touchpoints work together, from brand communications and social to digital, commerce, CRM and physical experiences.
- Help clients move beyond individual campaigns and channels to think about the wider customer relationship.
Turning Insight into Strategy
- Use customer research, behavioural insights, data and market understanding to uncover meaningful opportunities.
- Map customer journeys, identify pain points and understand the moments that matter most.
- Translate complex business and customer challenges into clear strategic recommendations and compelling creative briefs.
- Develop customer propositions, experience principles and strategic frameworks that inspire creative and experience design teams.
- Challenge existing thinking and bring fresh perspectives to how brands engage with their customers.
Making Customer Experience More Effective
- Work closely with data and analytics teams to understand customer behaviour and identify opportunities for growth.
- Develop strategies that improve customer acquisition, engagement, retention, loyalty and lifetime value.
- Understand how to measure the effectiveness of customer experiences and connect customer outcomes to business performance.
- Help define meaningful KPIs and measurement frameworks that demonstrate the impact of strategic recommendations.
- Use performance insights to identify what's working, what isn't and where experiences can be improved.
Bringing Strategy to Life
Partner with Creative, Experience.
Senior CX Strategist in London employer: Wundermanthompson
At VML, we pride ourselves on fostering a dynamic and inclusive work culture that champions creativity and innovation. As a Senior Technical Project Manager, you'll have the chance to collaborate with top-tier talent while enjoying comprehensive benefits, professional development opportunities, and a supportive environment that encourages growth. Located in vibrant cities like London, you will be part of a global network that values your contributions and empowers you to make a meaningful impact on leading brands worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CX Strategist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wundermanthompson. 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 Wundermanthompson 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 Senior CX Strategist 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 Wundermanthompson:Your cover letter is your chance to shine! Tell us why you want to work at Wundermanthompson 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 Wundermanthompson!
How to prepare for a job interview at Wundermanthompson
✨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.
