Senior CX Account Manager / Account Director

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

The opportunity:

CX Senior Account Manager / Account Director needed to join our leading Customer Experience Team.

What you’ll be doing:

• 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 we want from you:

• 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.

We offer a great benefits package including hybrid working that works for everyone, 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 personality and behaviours: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the VML Enterprise Solution's culture to life through the actions we all take every day:

• Connect Meaningfully
• Inspire Creatively
• Include Purposefully
• Approach Positively

Our brilliant, talented people are what makes VML Enterprise Solutions what we are. That’s why we look for people who go beyond and always 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, BigCommerce, 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.

#LI-EMEA #LI-HYBRID #LI-JM1

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

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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