CX Account Director

VML South Africa; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is on the lookout for a passionate Account Director to lead key client relationships in the commerce landscape. This role is pivotal in developing strategic account plans, driving revenue growth, and ensuring client satisfaction. You'll leverage your expertise in e-commerce platforms and digital marketing strategies to translate business objectives into actionable plans. Join a dynamic team that values creativity and collaboration, where your contributions will significantly impact client success and business growth. If you thrive in a hybrid work environment and are eager to make a difference, this opportunity is tailored for you.

Qualifications

• 8+ years of account management experience with a focus on commerce.
• Proven track record in managing and growing client relationships.
• Deep understanding of e-commerce platforms and digital marketing.

Responsibilities

• Serve as the primary contact for clients, managing relationships and expectations.
• Develop strategic account plans to drive revenue growth.
• Lead and mentor a team of Account Managers and Executives.

Skills

Account Management

E-commerce Strategy

Digital Marketing

Analytical Skills

Client Relationship Management

Communication Skills

Education

Bachelor's Degree

Tools

Microsoft Office Suite

Asana

Jira

Salesforce

Job description

Department: Client & Business Leadership

Location:

Last Updated: 4/30/2025

Requisition ID: 9936

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.

Summary:

We are seeking a highly motivated and experienced Account Director with a deep understanding of the commerce landscape to lead and grow key client relationships. The Account Director will be responsible for developing and executing strategic account plans, driving revenue growth, and ensuring client satisfaction. This role requires a strong understanding of e-commerce platforms, digital marketing strategies, and the ability to translate business objectives into actionable plans. You will be the primary point of contact for your clients, fostering strong partnerships and acting as a trusted advisor.

Responsibilities:

Client Relationship Management:

• Serve as the primary point of contact for assigned clients, building and maintaining strong, long-lasting relationships.
• Understand clients' business goals, challenges, and competitive landscape.
• Proactively identify opportunities to grow the client's business and expand our services.
• Conduct regular client meetings and presentations to review performance, discuss strategy, and identify new opportunities.
• Manage client expectations and ensure timely and effective communication.
• Act as an escalation point for client issues and work to resolve them quickly and effectively.

Strategic Account Planning:

• Develop and execute strategic account plans that align with client business objectives and drive revenue growth.
• Conduct market research and competitive analysis to identify opportunities and inform strategy.
• Collaborate with internal teams (e.g., strategy, creative, media, technology) to develop integrated solutions.
• Present strategic recommendations to clients and gain buy-in.
• Monitor and analyze campaign performance, providing regular reports and insights to clients.

Commerce Expertise:

• Possess a deep understanding of e-commerce platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud, BigCommerce).
• Stay up-to-date on the latest trends and best practices in e-commerce marketing.
• Provide expert guidance to clients on e-commerce strategy, including website optimization, conversion rate optimization, and customer acquisition.
• Understand and articulate the value proposition of various e-commerce technologies and solutions.
• Experience with data analytics and reporting tools to track and measure e-commerce performance.
• Lead and mentor a team of Account Managers and/or Account Executives.
• Provide guidance and support to team members, helping them to develop their skills and achieve their goals.
• Delegate tasks effectively and ensure that projects are completed on time and within budget.
• Foster a positive and collaborative team environment.
• Conduct performance reviews and provide feedback to team members.

Business Development:

• Identify and pursue opportunities to expand our services within existing accounts.
• Participate in new business pitches and presentations.
• Develop and maintain a strong network of industry contacts.
• Manage account budgets and ensure profitability.
• Develop and track key performance indicators (KPIs).
• Forecast revenue and identify opportunities to increase profitability.

Qualifications:

• 8+ years of experience in account management, with a focus on commerce.
• Proven track record of successfully managing and growing client relationships.
• Deep understanding of e-commerce platforms, digital marketing strategies, and best practices.
• Strong analytical and problem-solving skills.
• Excellent communication, presentation, and interpersonal skills.
• Experience leading and managing a team.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with project management software (e.g., Asana, Jira) is a plus.
• Experience with CRM software (e.g., Salesforce) is a plus.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) 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.

When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through ourRecruitment Privacy Policy . California residents should read ourCalifornia Recruitment Privacy Notice . This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

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When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy . California residents should read our California Recruitment Privacy Notice . This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.