CX Services Lead - eCommerce
Watford, England, United Kingdom
3d ago


CX Services Lead required to join our Customer Experience team here in Watford, the team consists of 25 people from Content Editors to UX / UI Designers, Consultants and many more.

This is an exciting time of growth and provides an opportunity to make your mark.

Key responsibilities

  • Create and manage the Business Services Strategy for the CX team
  • Work with the senior members across CX and the wider business i.e. Experience Design (UX / UI), Content, Analytics, Trading and Change to Develop our CX services strategy
  • Develop presales collateral to support the above
  • Strategic Lead for CX projects
  • Understand a client’s business and challenges 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
  • Deliver winning pitches & proposals
  • Liaise with client, Account lead, and CX team members (CX, UX, UI and content) to scope projects, create responses and present to client
  • Major player in building a pipeline for the CX team
  • Spot opportunities to grow CX within existing accounts for the agency; work with members of the CX team to create pitch-
  • winning responses; and create creds presentations

  • 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 - manage a team of CX Services Managers who’ll be engaging directly with client projects and accounts
  • We’re looking for an intelligent, results-driven individual with strong CX experience to lead the CX services strategy, grow new business and strategically lead CX-led projects.

  • Talented, enthusiastic, focused, eye for detail, professional. Keen to learn and to challenge for smarter ways of doing things;
  • a team player proud of their work who wants to share it. You like working in a fast-paced environment and are ready to inspire outstanding online purchasing experiences for consumers and brands, no matter what product, service, sector, device or channel!

    You’ll relish hunting down opportunities and creating pitch / proposals that answer client needs.

    We need you to be really great at :

  • Experience of new business able to hunt down opportunities and create pitch / proposals that answer client needs
  • Experience of developing and creating a CX strategy for the department
  • Previous experience of building and managing a team
  • Commercially focussed
  • 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
  • Wunderman Thompson Commerce is a new global eCommerce consultancy that applies strategy, technical know-how and outstanding design to make a big impact through eCommerce.

    How? By creating outstanding websites and inspired shopper journeys. It’s why we work with some of the most exciting brands around such as GAME, Halfords, Sainsbury’s, Selfridges, Specialized and Ted Baker.

    Tell me more! We’re an inclusive group of more than 1350 thinkers and doers from WPP’s leading commerce agencies : Salmon, POSSIBLE Commerce and Gorilla Group alongside two Amazon specialists -

    all under the world-renowned Wunderman brand. Our reputation is based on having the best in the business people who are inspired yet straight-

    talking, and who really want to understand not just our clients but their customers. We are passionate about innovation in everything we do, and proud of what our people achieve, empowering and respecting every one of them.

    Together, we keep our clients and their customers inspired and ahead through digital, future-ready sites, solutions and services.

    When our clients win we win.

    With new, state-of-the-art offices in Watford, and two other cool agency offices in Central London, we’ve got 20 locations mapped across Europe, North America and Asia.

    As our business grows internationally, we’re seeking new people who share our values and work ethic. We especially want to encourage more women to join, and take a key role in shaping some of the best eCommerce sites and experiences in the world.

    Add to favorites
    Remove from favorites
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form