CX Lead / Account Director (Commerce)

SQLI; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading digital commerce company is seeking a CX Lead / Account Director to manage client relationships and drive customer experience initiatives. The role involves strategising for CX improvements, leading a team, and ensuring client satisfaction through strong project oversight and account growth.

Qualifications

• Proven experience in account management, specialising in CX.
• In-depth understanding of CX methodologies and journey mapping.
• Strong negotiation and communication abilities.

Responsibilities

• Manage client relationships and ensure satisfaction.
• Develop and execute CX strategies aligned with business goals.
• Oversee execution of CX projects and ensure timely delivery.

Skills

Account Management

Customer Experience

Leadership

Strategic Thinking

Problem Solving

Job description

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CX Lead / Account Director (Commerce), London

Client: SQLI

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: e796ff04c6d0

Job Views: 3

Posted: 02.06.2025

Expiry Date: 17.07.2025

Job Description:

About SQLI

SQLI UK & ME is a leading digital commerce & services company that specialises in providing exceptional digital experiences to businesses across the United Kingdom and the Middle East. We are dedicated to helping our clients thrive in the digital age by offering innovative solutions in e-commerce, digital marketing, and technology consulting.

The Job

SQLI UK & ME is seeking an experienced and results-driven CX Lead / Account Director with expertise in Customer Experience (CX) to lead and manage our CX-focused client projects and accounts. The CX Lead will be responsible for building and maintaining strong client relationships, ensuring client satisfaction, and creating and managing CX initiatives that deliver value and enhance customer experiences across research, UX, UI, Content, and Strategy.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong, long-lasting relationships with key client stakeholders. Act as the primary point of contact for client inquiries, issues, and escalations. Collaborate closely with clients to understand their business goals, challenges, and CX needs.
• CX Strategy and Consultation: Work closely with clients to develop and execute CX strategies aligned with their business objectives. Provide expert guidance on best practices and innovations in CX to drive customer loyalty and satisfaction.
• Account Growth and Retention: Develop account growth strategies, identify upselling opportunities, and contribute to contract renewals. Ensure client satisfaction and success, leading to long-term partnerships.
• New Business Development: Be able to spot opportunities, answer RFI / RFPs / proposals, create, cost, and lead responses, managing the process through to delivery.
• Project Oversight: Oversee the execution of CX projects, ensuring they meet or exceed client expectations. Support and manage statements of work, resourcing needs, and timelines to ensure delivery against client-approved timings and budget. Collaborate with internal teams to drive CX-related initiatives across UX, UI, Content, Strategy, Research, and Data.
• Creative Management: Prepare and present creative briefs for UX/UI designers & copywriters and co-present creative visuals and copy back to the client.
• CX Performance Metrics: Define KPIs to measure the success of CX initiatives. Regularly report on progress and results to clients and senior management, liaising with data & analytics.
• Team Leadership: Lead and mentor a team of CX specialists, fostering a culture of client-centric thinking and innovation as your team grows.

Your Profile:

• Proven experience in account management, specialising in CX within the digital services or e-commerce industry.
• In-depth understanding of CX methodologies, journey mapping, design systems, data analysis. Strategic thinker, able to write briefs and manage projects to delivery.
• Exceptional leadership and team management skills.
• Strong problem-solving, communication, and negotiation abilities.
• Experience in growing accounts, identifying new opportunities, and creating proposals that meet client needs.
• Proactive, results-driven, with a proven track record of achieving and exceeding account goals.
• Commercially focused, comfortable with estimating, budget management, and managing costs.