---
title: 'CX Lead (CX Account Manager) - Commerce at VML/WPPEnterprise Solutions'
canonical: 'https://feeny.ai/job/cx-lead-cx-account-manager-commerce-vml-wppenterprise-solutions-london-886qgyc3h2jq'
type: 'job'
last_seen: '2026-10-14'
---

# CX Lead (CX Account Manager) - Commerce at VML/WPPEnterprise Solutions 

- **Company:** VML/WPPEnterprise Solutions 
- **Location:** London, United Kingdom
- **Posted:** 2026-05-11
- **Last confirmed live:** 2026-10-14
- **Apply:** https://job-boards.greenhouse.io/vmlenterprisesolutions/jobs/8496198002

## Job description

## Who We Are

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 modernization, 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. VML, part of WPP, supports WPP Enterprise Solutions by helping brands activate transformation through creativity and experience.

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.

## About WPP

WPP is the trusted growth partner for the world’s leading brands. With exceptional talent, trusted data and intelligence and world-class partnerships – all united by our agentic marketing platform, WPP Open – we help clients navigate change, capture opportunity and deliver transformational growth. For more information, visit [WPP.com](http://wpp.com/).

WPP (VML/WPP 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.

When you click "Submit Application", this will send any information you add below to WPP (VML/WPP Enterprise Solutions). 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/WPPEnterprise Solutions 

## Company Overview
- **One-liner**: VML Enterprise Solutions is the technology and data consulting arm of global creative agency VML, delivering digital transformation, customer experience, commerce, and AI-driven solutions for the world’s largest brands.
- **Entity Type**: Division of VML, a subsidiary of WPP plc (NYSE: WPP, LSE: WPP). WPP is publicly traded.
- **Headquarters**: London, United Kingdom
- **Founded**: 2023 (formed as a unified unit within VML, inheriting legacy from Wunderman Thompson Commerce and VMLY&R)
- **Founders**: Not applicable (organizational unit); leadership includes Global CEO Jeff Geheb (Enterprise Solutions) and UK CEO Joe Petyan.

## Core Business
- **Industries**: IT Services and IT Consulting, Digital Transformation, Customer Experience (CX), Commerce, Marketing Technology, AI
- **Target customers**: Large enterprise and multinational B2C and B2B brands across retail, CPG, automotive, financial services, and technology
- **Mission**: *“We are driven by technology, but inspired by people – customers, clients, partners and colleagues.”* Focus on closing the gap between AI ambition and AI readiness.

## Products & Services
For each major offering:
- **Technology Transformation**: Modernizing legacy systems, implementing AI-driven operating models, and migrating platforms (e.g., Adobe Experience Cloud) to unlock new capabilities.
- **Customer Experience (CX)**: End-to-end CX design and implementation, including CRM, loyalty solutions, personalization at scale, and digital product innovation.
- **Commerce**: Omnichannel retail and B2B commerce experiences across DTC, marketplace, and B2B channels; powered by Adobe Commerce, Shopify, and Salesforce.
- **Consulting**: Strategy, innovation, analytics, and marketing effectiveness measurement to drive business impact.
- **Data & AI**: Advanced analytics, data clean rooms, AI-mediated recommendation, and scaled automation.

## Market Standing
- **Valuation/Market Cap**: Not publicly available for the division. Parent WPP’s market cap is approximately £8–9 billion (as of mid-2025). VML itself is a top global agency network.
- **Key Metric**: Total headcount of **10,000+ experts** across 40+ global offices (vml.com). Active job postings as of mid-2025: 201, with year-over-year posting growth of **+428.9%** (LinkedIn).
- **Notable Clients**: The Coca-Cola Company, Ford, Mars, Nestlé, Unilever, Sainsbury’s, KFC, Microsoft (Xbox Design Lab), United Rentals.
- **Notable Partners**: Adobe, Salesforce, Google, Microsoft, Braze, Shopify, MACH Alliance (over 50 technology vendor partnerships).
- **Growth Signals**: Rapid hiring surge (+428.9% YoY); new AI-focused whitepapers (“Share of Decision”, “Mastering Modernization”); expansion of Enterprise Solutions as a distinct operating unit under VML; recent CEO appointments (Joe Petyan as UK CEO in 2025).

## Competitive Advantages
- **Scale & Integration**: Combines deep creative capabilities of VML (award-winning global agency) with dedicated technology and data teams, allowing clients to move from strategy to execution under one roof.
- **Platform Ecosystems**: Long‑standing, certified partnerships with the largest enterprise platforms (Adobe, Salesforce, Shopify, Google, Microsoft) enable best‑in‑class delivery.
- **Proven Track Record**: Delivered “world’s largest grocery eCommerce replatform” (Sainsbury’s) and transformed customer experiences for Ford across Europe.
- **AI‑First Focus**: Actively publishing frameworks and whitepapers on AI readiness, LLM integration, and data clean rooms – positioning as a thought leader in enterprise AI.

## Strategic Focus
- Scaling AI‑driven transformation and automation for enterprise clients.
- Deepening omnichannel commerce capabilities (B2B, DTC, marketplace).
- Expanding consulting and CX services alongside technology delivery.
- Building out global delivery centers (India, Poland, Portugal, Hungary, US) to increase cost‑effective capacity.
- Investing in talent acquisition – especially in engineering, data, and AI roles – reflected in the surge of job postings.

## Why Work Here
- **Culture**: Emphasizes transformation of both client businesses and employee careers. Described as supportive, inclusive, and committed to personal growth. “[We] cherish unique perspectives” (vml.com/es-emea-careers).
- **Learning & Development**: Ongoing targeted learning, development opportunities, and a graduate programme for early‑career talent.
- **Work Policy**: Not explicitly stated, but offices exist across 40+ locations (London, New York, Bengaluru, Warsaw, Lisbon, etc.) with flexible/remote practices common in agency/consulting environments.
- **Notable Perks**: Work with iconic global brands (Coca-Cola, Ford, Microsoft); access to cutting‑edge technology stacks; high growth trajectory with increasing headcount and project demand.
- **Engineering Culture**: Strong focus on modern engineering (cloud, AI, headless commerce, MACH architecture) and cross‑functional collaboration between designers, engineers, and strategists.

## Sources
1. [vml.com – Enterprise Solutions](https://www.vml.com/expertise/enterprise-solutions)
2. [vml.com – Enterprise Solutions EMEA Careers](https://www.vml.com/es-emea-careers)
3. [LinkedIn – VML Enterprise Solutions](https://www.linkedin.com/company/vml-enterprise-solutions)
4. [Greenhouse – VML Enterprise Solutions Jobs](http://job-boards.greenhouse.io/vmlenterprisesolutions)

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