CX Lead (CX Account Manager) - Commerce

VML · London, England, United Kingdom

  • Senior
  • Full-time
  • Posted 2026-05-11
  • Confirmed live on 25 September 2026

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Job description

Who We Are

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, including the WARC Creative 100. 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. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

For more information, please visit www.vml.com and follow along on  LinkedIn #WeAreVML.

CX/Experience Lead (CX Account Manager) needed to join our Customer Experience team at VML 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 delivery high quality outcomes that delivery business value and meet client needs. Working closesly with other CX Managers, content, UI, UX, research and more, this is a great opportunity for someone who loves the world of commerce and adding value to client briefs and projects.

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 VML’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 cilent 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 collobrating with UX/UI and content/Data teams

• Ideally you will have experience working within an agency or consultancy and have prior eCommerce experience

• Strong project management skills

• Proven experience developing and delivering against client account plans and associated strategies

• Experience building, growing and managing a team

• You must be ommercially focussed and understanding the value as well as the price of a project

• Strong comminication 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 yo

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