---
title: 'CX Lead (CX Account Manager) - Commerce at VML'
canonical: 'https://feeny.ai/job/cx-lead-cx-account-manager-commerce-vml-london-ctx6pn1fj5r8'
type: 'job'
last_seen: '2026-10-16'
---

# CX Lead (CX Account Manager) - Commerce at VML

- **Company:** VML
- **Location:** London, United Kingdom
- **Posted:** 2026-05-11
- **Last confirmed live:** 2026-10-16
- **Apply:** https://www.vml.com/careers/job/8496199002?gh_jid=8496199002

## Job description

## Who We Are

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

For more information, please visit [www.vml.com](http://www.vml.com/)and follow along on  [LinkedIn](https://urldefense.proofpoint.com/v2/url?u=https-3A__urldefense.com_v3_-5F-5Fhttps-3A_www.linkedin.com_company_vml_-5F-5F-3B-21-21JboVxjCXSME-21OhlpCfbkl1UcWPwns1-2DGtvHOzFh0QwHV49fsPgGw-2DVCCU1bCg8aQFI9vN-2Dy-2DVwaQcITH2j2XKzGKBIFRLYf2AUWVYY1dFGK6-24&d=DwMFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=zouFnm4jZMgDFaYF1uVcRY3rbgHWPca_luUrBUkT6Yc&m=QzcCgXCAOjzj5hiU48_CKOdHRSJ4_YpuqfviT9yjlzH5VrkzySTZ-WaQXlYAnj4W&s=jJ7q5V70u9oUx7ONPm5jC3IK8y6vxDilX6BGTlqlWlA&e=) #WeAreVML.

CX/Experience Lead (CX Account Manager) needed to join our Customer Experience team at VML 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 VML’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
- Strong project management skills
- 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.

At  WPP Enterprise Solutions

WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernisation, connecting strategy directly to execution.

Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX, work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses. We have received distinction as a leader in Commerce Services and CX Strategy Consulting by the Forrester Wave™

To find out more, visit [enterprisesolutions.wpp.com](https://enterprisesolutions.wpp.com/) and follow us on [LinkedIn](https://www.linkedin.com/company/wpp-enterprise-solutions).

WPP Enterprise Solutions is part of [WPP](https://urldefense.com/v3/__http:/wpp.com/__;!!IfJP2Nwhk5Z0yJ43lA!L_cfT4E3gsmmDY1lVQTB6ihlfPeBl9X4sMM2KI6iWZYexC2nCeZ9oxgP9qvgbrqxIBpx82rGb_mWqh5F0zKxq5_dP7Y$), the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

## #LI-EMEA #LI-HYBRID

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) 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.

When you click "Submit Application", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our [Recruitment Privacy Policy](https://www.vml.com/recruitment-privacy-policy). California residents should read our [California Recruitment Privacy Notice](https://www.vml.com/california-recruitment-privacy-notice). This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

## About VML

## Company Overview
- **One-liner**: VML is a global creative company that helps brands drive growth by seamlessly connecting Brand Experience, Customer Experience, and Commerce through a human-first, tech-enabled approach.
- **Entity Type**: Public (subsidiary of WPP, LSE: WPP)
- **Headquarters**: New York, United States
- **Founded**: 2024 (formed from the merger of VMLY&R and Wunderman Thompson, with legacy agencies dating back to 1864)
- **Founders**: Not applicable – the company was formed by merging two WPP agencies; Global CEO is Jon Cook

## Core Business
- **Primary industry/industries**: Advertising services, marketing, digital transformation, brand consulting
- **Target customers**: B2B – large enterprise brands across sectors (consumer goods, healthcare, technology, retail, etc.)
- **Mission or purpose statement**: “Create connected brands that become a part of people’s lives and drive growth for client partners” – guided by a “Human First” creative philosophy.

## Products & Services
- **Brand Experience (BX)**: Compelling brand worlds and creative platforms that build emotional connections from the first touchpoint.
- **Customer Experience (CX)**: Intelligent digital platforms, loyalty programs, and data-driven customer journeys that deepen relationships.
- **Commerce**: Seamless, innovative commerce solutions that convert interest into action.
- **Technology Transformation**: Digital infrastructure, platform engineering, and AI-powered marketing via WPP Open.
- **Health**: Specialized healthcare marketing and communications (VML Health).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed for VML (parent WPP’s market cap is ~£8B as of mid-2025). 
- **Key Metric**: 26,000+ employees across 150+ offices globally (vml.com); some sources report 34,000+ on LinkedIn.
- **Notable Investors/Partners**: Parent company WPP; key clients include blue-chip global brands (not publicly listed).
- **Growth Signals**: 
  - Formed in 2024 from two major WPP agencies, consolidating over 300 years of combined expertise.
  - 373 active job postings (LinkedIn, as of mid-2026) with +80.2% quarterly growth in postings.
  - Named No. 3 on an unspecified industry ranking (vml.com/expertise).
  - VML Foundation has contributed over $3.2 million to charitable causes.

## Competitive Advantages
- **Human First approach**: A creative philosophy that prioritizes deep understanding of human needs, making campaigns more resonant and effective.
- **Connected capabilities**: Unlike pure creative or tech firms, VML integrates BX, CX, and Commerce into a single, unified offering.
- **Scale and heritage**: 26,000 people in 50+ markets, with legacy from J. Walter Thompson, Y&R, Wunderman, and VML.
- **WPP Open**: Access to WPP’s AI-powered marketing operating system for intelligent, measurable, and scalable solutions.
- **Inclusion Experience**: A dedicated consultancy helping clients design inclusive experiences for people with disabilities.

## Strategic Focus
- Deepening the integration of creativity and technology to deliver “connected brands.”
- Expanding AI-driven marketing and personalization through WPP Open.
- Growing the Health practice and Commerce capabilities.
- Investing in talent development and culture (e.g., Emerge Internship Program, Catalyst Academy, All Win Program).
- Continuing to build a diverse, inclusive workforce and culture of belonging.

## Why Work Here
- **Culture**: Emphasizes “Human First” internally – belonging, continuous learning, and authentic personal branding. The Culture & Belonging team actively fosters understanding and empathy.
- **Career Development**: Bespoke platforms for career mapping, feedback coaching, and skills building. Programs like Catalyst Academy (12-month global program) and Emerge US Internship (10-week) provide structured growth.
- **Work Environment**: Hybrid and office-based roles; 150+ offices worldwide offer global mobility. The Detroit Experience Studio and All Win Program show community engagement.
- **Perks & Benefits**: VML Foundation (employee-led giving), wellness resources, and a focus on mental and physical health.
- **Engineering Culture**: For tech roles, exposure to large-scale digital transformation projects, WPP Open AI platform, and modern data/tech stacks.

## Sources
1. [vml.com/careers](https://www.vml.com/careers) – Careers page with culture, programs, and values.
2. [vml.com/about-us](https://www.vml.com/about-us) – About page with company overview, leadership, and history.
3. [vml.com/expertise](https://www.vml.com/expertise) – Description of core services and capabilities.
4. [linkedin.com/company/vml](https://www.linkedin.com/company/vml) – LinkedIn company page with employee count, job postings, and recent departures.

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