Senior CX Manager

Who We Are

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 agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.

About WPP

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.

The Opportunity

We are looking for a CX Manager to join our leading Customer Experience Team.

What You’ll Get To Do

• Account & Project Management
• 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
  
  

Creative Management

• Prepare and present creative briefs for UX/UI designers & copywriters and present creative visuals and copy back to the client
• Customer Experience Mapping / Research projects
• Manage research projects, ensuring projects remain on track and align with SOWs.
  
  

Proposal Writing

• 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 You Should Have

• Ability to constructively challenge the client / brief, and pull together the relevant skillsets to exceed client expectations
• 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
• Ability to write design briefs, think creatively and add value
• 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.

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.

AT VML Enterprise Solutions

Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.

We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerc

e, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business.

As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.

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.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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