Senior CX Account Manager / CX Account Director
Job Type : Permanent, Full Time
Salary :
Senior CX Account Manager needed to join our team here at Wunderman Thomson Commerce and Technology.
We’re looking for an articulate, intelligent, results-driven individual with strong project and account management experience (currently a SAM/AD) in digital delivery to partner with our growing client list, help grow new business within them and lead Customer Experience projects with support from your in-house specialists in UX and UI.
What you’ll be doing:
* Account & Project Management
* Main client point of contact for multiple clients, spanning different industries but all under the web / eCommerce umbrella
* Get to understand a clients’ businesses and challenges in order to solve critical problems with strategic, cutting edge and innovative solutions
* Central point of contact for internal specialists to feed into e.g. UX / UI / consultancy / content / research / AI / social / developers and analytics
* Support and manage statements of work, resourcing needs and timelines to ensure delivery against client-approved timings and budget
* Commercially minded, able to create and manage budgets and monitor costs and ROI
* Build strong client relationship
* Creative Management
* Prepare and present creative briefs for UX/UI designers & copywriters and co-present creative visuals and copy back to the client
* Customer Experience Mapping / Research projects
* Support the running of research projects, ensuring projects remain on track and align with SOWs.
* Proposal Writing
* Collaborate with your clients and your senior colleagues to help scope and cost projects, create proposals and present compelling, business critical proposals
* Actively seek and support the growth of accounts by identifying new business opportunities for others to convert
What we want from you:
You'll be expected to work in a hybrid account and project management position so experience and a love for handling both sides of the coin is important. You’ll be equally happy helping identify new business opportunities and supporting with the creation of pitch / proposals that answer client needs, as then seeing them through to delivery.
* Ability to constructively challenge the client / brief, and pull together the relevant skillsets to exceed client expectations
* Experience of helping to grow accounts – able to identify new opportunities and help to create proposals that answer client needs
* Ability to think strategically and to prioritise among competing tasks
* Proven track record of managing multiple accounts & projects in a digitally creative environment
* Understanding of customer touchpoints along the digital customer journey
* Ability to write design briefs, think creatively and add value
* Excellent problem-solving skills – able to work as the go between different roles within the CX team, client and delivery teams to ensure projects progress and are delivered to the highest quality
* Good self-motivation, strong sense of initiative and ability to work under pressure and deliver on time
* Excellent analytical skills, so that you can devise and implement strategies to benefit both Client and customer
* Commercially focussed and comfortable with estimating, budget management and holding tight reigns on costs
* Strong communication skills with the ability to communicate with multiple stakeholders both internally and with the client, at all levels
* Strong written skills – ability to write proposals/presentations, and distil complex presentations, or in-depth research into bite sized information
* 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.
We offer a great benefits package including hybrid working that works for everyone, 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 personality and behaviours: We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the Wunderman Thompson Commerce and Technology’s culture to life through the actions we all take every day:
– Listening
– In it together
– Creative bravery
– Positivity
Our brilliant, talented people are what makes Wunderman Thompson Commerce and Technology what we are. That’s why we look for people who go beyond and always push our thinking to be better than yesterday.
What we do: At Wunderman Thompson we inspire growth for ambitious brands. Within our commerce and technology division, that means inspiring people across the globe to shop online through seamless digital experiences.
How we do it: Our commerce and technology division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands.
We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co.
We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia.
What makes us different? Part creative agency, part consultancy and part technology company, we’re unique in our ability to connect world-class strategic thinking and creative insight, with deep executional capability across technology and operations. We’re part of the WPP Group, which gives us the talent, infrastructure and support of one of the largest agency networks in the world.
We were recognised by Forrester as a Leader in Commerce Services (Q1,2021) and in Digital Experience Services (Q2, 2022), and as Best Large Agency of the Year at the European Ecommerce Awards 2022.
Our reputation is based on our people, and we believe we have some of the best in the business.
As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our clients’ successes and believe that anyone can show creative bravery no matter what their role is in the team.
If you need reasonable adjustments at any point in the application or interview process, please let us know.
At Wunderman Thompson, a WPP company, we are committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect. As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve
More Information
- Address NW1, Euston, Greater London
