CX Lead (CX Account Manager) – Commerce

Overview

In this role you will lead CX projects for multiple clients, shaping customer experience and eCommerce strategies to drive business value. You’ll collaborate with a cross‑functional team across UX/UI, Content, Analytics, and Developers to deliver multi‑discipline projects on time and within budget. You will nurture deep client relationships, manage resourcing, timelines, and budgets, and contribute to pipeline and proposals. This position sits within VML Enterprise Solutions, offering global reach, a focus on commerce experiences, and opportunities to shape strategic CX solutions for leading brands.

Pay / Benefits

• discretionary bonus scheme
• training opportunities
• competitive pension
• medical insurance
• life assurance
• family friendly policies

Responsibilities

• Develop and execute customer experience strategies for multiple clients
• Collaborate with cross-functional teams to deliver multi-discipline projects on time and on budget
• Establish long-term strategies with the Experience Partner for big clients
• Manage client relationships, expectations, escalations and transition to delivery
• Lead, mentor and develop junior team members
• Create and manage project budgets, ROI tracking and resourcing plans
• Identify opportunities to grow CX/EX within existing accounts and drive pipeline
• Lead winning pitches and proposals and scope projects with clients

Key requirements

• Experience growing clients from one-off projects to long-term engagements
• Proven CX project management experience and collaboration with UX/UI and content/Data teams
• Agency or consultancy background with eCommerce experience preferred
• Strong project management and client account planning abilities
• Experience building, growing and managing a team
• Commercial acumen and ability to price and justify projects
• Strong communication and stakeholder management skills
• Excellent writing skills for proposals and presentations
• Highly organized, efficient and capable of rapid onboarding

• communication
• stakeholder management
• leadership and mentoring
• project management
• budgeting and ROI
• pitch and proposal development

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