Account Manager

Within VML, our specialist commerce experience practice is dedicated to creating the world’s leading retail and brand touchpoints. We combine strategy, creative craft, and physical-to-digital innovation to turn moments of shopper engagement into moments of conversion.

From shopper marketing, category transformation, and multi-market retail toolkits to display design, CX strategy, and full-format store environments, we deliver end-to-end commerce solutions for some of the world's leading brands and retailers. Backed by the scale of WPP, we offer a dynamic, high-craft environment united by relentless curiosity and a shared passion for transformative retail experiences.

Who We’re Looking For:

We are looking for a proactive, commercially astute, and collaborative Account Manager to join our Client Partnerships team in London.

In this role, you will lead the day-to-day management and delivery of client work across shopper marketing and retail experience projects. You will serve as the operational heartbeat connecting Strategy, Creative, 2D/3D Design, Production, and Operations—steering briefs from inception through to flawless in-store/on-shelf execution, ensuring creative excellence, operational efficiency, and commercial profitability.

The ideal candidate thrives in a fast-paced agency setting, brings a practical understanding of retail, shopper marketing, or FMCG landscapes, and possesses the confidence to manage complex client dynamics and multi-stakeholder workflows.

What You’ll Be Doing:

• Client Partnership: Manage and nurture day-to-day client relationships, leading regular status catch-ups, responding with speed and strategic clarity, and proactively identifying opportunities to add value.
• End-to-End Delivery: Own and steer projects from inception to execution—managing project scopes, critical paths, milestone reviews, resource scheduling, and timely approvals across 2D/3D retail and shopper deliverables.
• Briefing & Creative Collaboration: Translate client business and commercial needs into sharp, inspiring internal briefs; collaborate closely with Strategy, Creative, 2D/3D Design, and Production to uphold high standards of craft and feasibility.
• Commercial Management: Manage account finances, including drafting accurate scopes of work (SOWs), cost estimates, purchase orders, client billing, budget tracking, and ensuring project profitability.
• Quality & Governance: Review all deliverables thoroughly against client briefs, retail guidelines, and production feasibility before work leaves the building.
• Risk Mitigation: Proactively anticipate project roadblocks, timeline slips, or scope creep; negotiate solutions collaboratively with internal teams and clients.
• Presentations & Reviews: Prepare and co-lead client presentations, strategic workshops, and post-campaign analysis/wash-ups.
• Commercial & Industry Insight: Develop deep expertise in your clients’ business, categories, competitive landscape, and key retail channels (grocery, high street, travel retail, and digital commerce).
• Team Mentorship: Guide, mentor, and delegate effectively to Account Executives and junior team members, fostering a supportive, high-performing team culture.

Qualifications & Experience

• Experience: 2–4+ years of account handling experience within a shopper marketing, retail design, creative, or integrated communications agency.
• Sector Knowledge: Practical familiarity with commerce, retail toolkits, FMCG, shopper marketing, POS/display design, or physical-to-digital retail activations is highly advantageous.
• Client Leadership: Proven experience independently managing client communications and leading cross-functional agency teams through complex deliverables.
• Commercial Acumen: Strong track record managing project finances, tracking budgets, generating estimates, and overseeing scope.
• Communication & Influence: Outstanding written, verbal, and presentation skills, with the ability to articulate creative and strategic work compellingly.
• Problem-Solving & Agility: Solutions-oriented mindset with high emotional intelligence, sound judgment under pressure, and the resilience to navigate changing priorities.
• Tools & Systems: Proficiency in Microsoft Office (PowerPoint, Excel, Word); practical experience with project and workflow management tools (e.g., Asana, Monday.com, Smartsheet).
• Location: Ability to work from our London office three days per week under our hybrid working policy.