Lead CX Manager (CX Account Manager)

WPP Enterprise Solutions; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

WPP Enterprise Solutions is seeking an experienced CX/Experience Lead to join our Customer Experience team. You will develop client eCommerce strategies, lead CX projects, and grow business with a range of clients, collaborating with UX/UI, content, analytics and developers to deliver high value outcomes.

You will manage budgets, timelines and client relationships, negotiate contracts, and mentor junior team members.

Qualifications

• Experience growing clients from one-off projects to long-term relationships.
• Proven ability to create pitches and proposals (RFIs, RFPs) and proactive approaches.
• Experience managing CX projects with UX/UI and content/Data teams.
• Agency or consultancy background with eCommerce experience.
• Proven ability to develop and execute client account plans.
• Experience building and leading a team.
• Commercially focused understanding value vs price.
• Strong written and verbal communication across stakeholders.
• Highly organized and quick to learn.

Responsibilities

• Devise, present and execute customer experience strategies for multiple clients.
• Lead cross-functional CX team to deliver multi-discipline projects on time and on budget.
• Create long-term strategies for biggest clients.
• Establish deep relationships across clients and partners to embed delivery.
• Negotiating contracts and smooth transition into delivery.
• Understand client industry and objectives to offer strategic CX solutions.
• Manage resourcing and timelines, ensuring milestones against schedule and budget.
• Manage client expectations and ROI.
• Build and manage pipeline for Experience team.
• Deliver pitches & proposals to scope projects and present solutions.
• Create process efficiency and automation across the team.
• Line management responsibility of juniors.

Skills

Client management

CX project management

Business development

Proposal writing

Agency experience

eCommerce experience

Stakeholder communication

Team leadership

Strategic thinking

Budgeting

Job description

CX/Experience Lead (CX Account Manager) needed to join our Customer Experience team at WPP Enterprise Solutions

The opportunity:

We’re looking for an intelligent, results-driven individual with strong client handling and CX project management experience to develop client eCom strategies, grow new business from, and strategically lead, client projects. You will be given the opportunity to lead CX projects for a wide range of clients, working with our cross functional teams to delivery high quality outcomes that delivery business value and meet client needs. Working closesly with other CX Managers, content, UI, UX, research and more, this is a great opportunity for someone who loves the world of commerce and adding value to client briefs and projects.

What you’ll be doing:

• Devise, present and execute customer experience strategies for multiple clients
• Work with the senior members across our 30-strong CX team, and the wider business which includes Experience Design (UX/UI), Content, Analytics, Developers, Solutions Architects and Consultancy/Trading to deliver successful, multi-discipline projects on time and on budget
• Work with the Experience Partner in creating long-term strategies for our biggest clients
• Establish deep relationships across all of our clients, as well as within WPP’s wider business and our WPP partners to embed our delivery, globally
• Responsible for contract negotiations and the smooth transition of the client relationship into delivery

Strategic Lead for CX projects

• Understand our clients’ industry, business and personal objectives in order to offer strategic CX solutions
• Manage resourcing and timelines, ensuring delivery of key milestones against schedule and budget
• Commercially minded, able to create and manage budgets and monitor costs and ROI
• Manage client expectations, escalations and build strong cilent relationships
• Responsible for quality and client satisfaction

Major player in building a pipeline for the Experience team

• Spot opportunities to grow CX/EX within existing accounts for the agency; work with senior members of the wider team to create pitch-winning responses and lead pipeline account plans

Deliver winning pitches & proposals

• Liaise with global and local clients, Account Leads, and Experience team members (CX, UX, UI and Content) to scope projects, create responses and present compelling solutions

Create process efficiency and automation where possible

• Look for efficiencies across the team and breadth of work, so that we can continue to accelerate our offering

Line management responsibility of juniors

• Responsible for leading, mentoring, coaching and inspiring your team through day to day management as well as appraisals and objective setting

What we want from you:

• Experience growing clients from one-off projects into long-term clients
• Experience hunting down opportunities and creating pitch / proposals that answer client needs (RFIs, RFPs as well as proactive approaches)
• Experience managing CX projects and collobrating with UX/UI and content/Data teams
• Ideally you will have experience working within an agency or consultancy and have prior eCommerce experience
• Proven experience developing and delivering against client account plans and associated strategies
• Experience building, growing and managing a team
• You must be ommercially focussed and understanding the value as well as the price of a project
• Strong comminication skills, track record of communicating with multiple stakeholders both internally and with the client, at all levels
• Strong writing skills – you have the ability to write proposals/presentations, tell a story and distil complex presentations, or in-depth research into bite-sized actionable recommendations
• Extremely organised, efficient and calm, able to get up to speed quickly

What we can offer you:

Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise 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.

Permanent only:

We offer a great benefits package including 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 culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage.

We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish.

We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges.

And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday.