CX Strategy Lead — E‑commerce & Growth

twentysix; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus scheme

Training opportunities

Competitive pension

Medical insurance

Life assurance

Social events

Holiday buy/sell

Family friendly policies

Retailer discounts

Job summary

VML Enterprise Solutions in London is seeking an intelligent, results‑driven CX Lead to join our Customer Experience team. You will lead CX projects for a wide range of clients, shaping strategy and delivering outcomes that drive business value.

The role requires strong client handling, senior stakeholder communication, and a proven ability to grow accounts, manage budgets, and mentor junior team members within a hybrid London-based environment.

Qualifications

• Experience growing clients from one-off projects into long-term relationships.
• Ability to craft proposals and responses to RFIs and RFPs and pitch proactively.
• Experience managing CX projects with UX/UI and content/Data teams.
• Background in agency or consultancy with ecommerce experience is preferred.

Responsibilities

• Devise and execute customer experience strategies for multiple clients.
• Lead CX projects across cross-functional teams to deliver on time and on budget.
• Create long-term strategies for key clients with senior partners.
• Manage resourcing, timelines and ROI‑focused budgets.
• Build and maintain strong client relationships and ensure satisfaction.

Skills

CX management

Client handling

Proposal writing

Account management

Team leadership

Ecommerce

Job description

VML Enterprise Solutions in London is seeking an intelligent, results‑driven CX Lead to join our Customer Experience team. You will lead CX projects for a wide range of clients, shaping strategy and delivering outcomes that drive business value.

The role requires strong client handling, senior stakeholder communication, and a proven ability to grow accounts, manage budgets, and mentor junior team members within a hybrid London-based environment.