Senior CX Manager

Responsibilities

• Act as the main client point of contact for multiple web and eCommerce accounts
• Understand client business challenges to deliver strategic and innovative solutions
• Serve as the central point of contact for internal specialists including UX/UI, data, AI, and developers
• Create and manage statements of work, resourcing needs, and project timelines
• Manage budgets, monitor costs, and ensure ROI for client projects
• Prepare and present creative briefs for UX/UI designers and copywriters
• Manage customer experience mapping and research projects
• Collaborate on scoping, costing, and presenting business-critical proposals

Requirements

• Proven track record of managing multiple accounts and projects in a digitally creative environment
• Extensive experience working within Commerce or Web sectors
• Experience in growing accounts and identifying new business opportunities
• Strong understanding of customer touchpoints along the digital customer journey
• Ability to write design briefs and think creatively
• Excellent analytical, problem-solving, and communication skills
• Proficiency in budget management and commercial estimation
• Ability to work under pressure and deliver high-quality results on time

About the Company

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce. We work with blue-chip clients like Coca-Cola, Microsoft, and Nestlé to drive growth through connected brand experiences.