Senior Cx Account Manager / Account Director

VML Enterprise SolutionsDepartment: Customer Experience (CX)Location: London, United KingdomLast Updated: 11/19/2024Requisition ID: 8647Who 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 ManagementMain client point of contact for multiple clients, spanning different industries but all under the web/eCommerce umbrellaUnderstand clients' businesses and challenges to solve critical problems with strategic, cutting-edge, and innovative solutionsCentral point of contact for all internal specialists such as UX/UI, consultancy, data, AI, developers, and analyticsCreate and manage statements of work, resourcing needs, and timelines to ensure delivery against client-approved timings and budgetCommercially minded, able to create and manage budgets and monitor costs and ROIBuild strong client relationships to create a pipeline of future workCreative Management
Prepare and present creative briefs for UX/UI designers & copywriters and present creative visuals and copy back to the clientManage Customer Experience Mapping / Research projects, ensuring projects remain on track and align with SOWsProposal Writing
Collaborate with clients and colleagues to scope and cost projects, create proposals, and present compelling, business-critical proposalsActively seek and support the growth of accounts by spotting new business opportunities and nurturing existing and new relationshipsWhat we want from you:Ability to constructively challenge the client/brief and pull together the relevant skillsets to exceed client expectationsExperience in growing accounts – able to hunt down opportunities and create proposals that answer client needsAbility to think strategically and prioritize among competing tasksProven track record of managing multiple accounts & projects in a digitally creative environmentUnderstanding of customer touchpoints along the digital customer journeyAbility to write design briefs, think creatively, and add valueExcellent 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 qualityGood self-motivation, strong sense of initiative, and ability to work under pressure and deliver on timeExcellent analytical skills to devise and implement strategies that benefit both Client and customerCommercially focused and comfortable with estimating, budget management, and holding tight reins on costsStrong communication skills with the ability to communicate with multiple stakeholders both internally and with the client, at all levelsStrong written skills – ability to write proposals/presentations and distill complex presentations or in-depth research into bite-sized informationExtremely organized, efficient, and calm, able to get up to speed quicklyWhat we can offer you:Alongside the opportunity to work with some of the most exciting brands around the world, we'll also prioritize 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 Solutions culture to life through the actions we all take every day:
Connect MeaningfullyInclude PurposefullyOur 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 SolutionsOur Enterprise Solutions division houses strategic consultants, creative and technical architects, and skilled developers and operators that together help some of the world's leading organizations 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 centers 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.

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