About VML VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative, human‑first, award‑winning work for blue‑chip client partners including AstraZeneca, Colgate‑Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca‑Cola Company, and Wendy’s. Role Overview We are looking for a CX Manager to join our leading Customer Experience Team. Responsibilities

Account & Project Management: Act as the main client point of contact for multiple clients across different industries, all within the web/eCommerce umbrella. Understand client businesses and challenges in order to solve critical problems with strategic, cutting‑edge, and innovative solutions. Serve as the central point of contact for all internal specialists to feed into UX/UI, consultancy, data/AI, developers, and analytics. Create and manage statements of work, resourcing needs, timelines, and budgets to ensure delivery against client‑approved schedules and costs. Commercially minded: manage budgets, monitor costs, and assess ROI. Build strong client relationships to generate a pipeline of future work. Prepare and present creative briefs for UX/UI designers and copywriters; present creative visuals and copy back to the client. Lead Customer Experience mapping and research projects; ensure projects remain on track and align with the SOWs. Collaborate with clients and colleagues to scope, cost, and create proposals that are compelling and business‑critical. Actively seek and support account growth by spotting new business opportunities and nurturing relationships to inform clients’ future success.

Qualifications

Constructively challenge clients and briefs, pulling together relevant skillsets to exceed expectations. Experience growing accounts – hunting down opportunities and creating proposals that answer client needs. Strategic thinker who can prioritise among competing tasks. Proven track record of managing multiple accounts and projects in a digitally creative environment. Understanding of digital customer journey touchpoints. Ability to write design briefs and think creatively to add value. Excellent problem‑solving skills, acting as a go‑between across roles within the CX team, client, and delivery teams. Strong self‑motivation, initiative, and the ability to work under pressure and on time. Excellent analytical skills to devise and implement strategies that benefit client and customer. Commercial focus and comfort with estimating, budget management, and cost control. Strong communication skills, capable of engaging multiple stakeholders at all levels. Strong written skills – able to produce proposals, presentations, and distil complex information into bite‑sized insights. Highly organised, efficient, and calm under pressure.

What We Can Offer You Alongside the opportunity to work with some of the most exciting brands around the world, we’ll prioritise your career development and help you grow your skills. We empower you to make a difference, allow you to be yourself, and respect who you are. Our culture thrives on the core values: Heart, Brains, and Courage.

WPP (VML Enterprise Solutions) 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. #J-18808-Ljbffr