CX Lead – CX Account Manager - Commerce
About the job
- Experience growing clients from one-off projects into long-term clients.
- Experience identifying opportunities and creating pitch and proposal responses, including requests for information, requests for proposals, and proactive approaches.
- Experience managing customer experience projects and collaborating with user experience, user interface, content, and data teams.
- Prior experience working within an agency or consultancy and experience in electronic commerce are preferred.
- Strong project management skills.
- Proven experience developing and delivering client account plans and associated strategies.
- Experience building, growing, and managing a team.
- Commercial focus and understanding of the value and price of a project.
- Strong communication skills and a track record of communicating with multiple stakeholders internally and with clients at all levels.
- Strong writing skills, including the ability to write proposals and presentations, tell a story, and distill complex presentations or in-depth research into actionable recommendations.
- Ability to remain organized, efficient, and calm and to get up to speed quickly.
- Devise, present, and execute customer experience strategies for multiple clients.
- Work with senior members across the customer experience team and the wider business, including experience design, content, analytics, developers, solutions architects, and consultancy and trading teams, to deliver multidisciplinary projects on time and on budget.
- Work with the Experience Partner to create long-term strategies for major clients.
- Establish deep relationships across clients, VML, and WPP partners to embed delivery globally.
- Manage contract negotiations and the transition of client relationships into delivery.
- Understand clients’ industries, businesses, and objectives to offer strategic customer experience solutions.
- Manage resourcing and timelines, ensuring delivery of key milestones against schedule and budget.
- Create and manage budgets and monitor costs and return on investment.
- Manage client expectations and escalations and build strong client relationships.
- Own quality and client satisfaction.
- Identify opportunities to grow customer experience and experience design within existing accounts, create pitch-winning responses, and lead pipeline account plans.
- Liaise with global and local clients, Account Leads, and experience team members to scope projects, create responses, and present compelling solutions.
- Identify process efficiencies and automation opportunities across the team and breadth of work.
- Lead, mentor, coach, and inspire junior team members through day-to-day management, appraisals, and objective setting.
- Prior experience working within an agency or consultancy.
- Prior electronic commerce experience.
About the company
Wunderman Thompson blends creative advertising, data-driven consultancy, and technology to drive growth for brands. It delivers creative campaigns and brand strategies, uses data and insights to help businesses transform, and offers technology solutions such as WaterLight, a product that converts salt water into electrical power. The company earns revenue through project-based fees, retainers, and performance-based incentives. It differentiates itself with an integrated approach that combines creativity, data, and technology, backed by global clients and award-winning work. Its goal is to help ambitious brands grow by delivering measurable, impactful results.
Company Size
5,001-10,000
Company Stage
M&A
Total Funding
N/A
Headquarters
New York City, New York
Founded
1958
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Simplify's Take
What believers are saying
- VML won Kohl's digital transformation work, signaling sticky enterprise demand in 2025.
- Healthcare and B2B remain strong; VML cites these as core growth categories.
- VML kept winning awards in 2026, including Gold at the ANDY Awards.
What critics are saying
- WPP cut hundreds of jobs in 2026, with VML employees notified directly.
- The FTC and eight states sued WPP in April 2026 over ad-buying practices.
- VML's brand is gone; integration into VML creates execution risk and identity drift.
What makes Wunderman Thompson unique
- Wunderman Thompson lives on inside VML, uniting commerce, data, and creative scale.
- VML combines 30,000 people across 64 markets, giving global delivery depth.
- WPP Open gives VML proprietary AI tooling with OpenAI, Claude, and Gemini.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Retirement Plan
401(k) Company Match
Paid Vacation
Company News
Chauhan joins Enormous from Wunderman Thompson (now VML) where in his last role, he served as Managing Partner (North) & Chief Client Officer (WT India).
Hurley joins BAM from Wunderman Thompson (now VML), where she worked on Nestlé, Kelloggs, Treasury Wine Estates, Visit Canberra and Victoria Police.
In this role, Maia, who joins from Wunderman Thompson Health where she was the agency's first global CCO, will "oversee the creative product across all Ogilvy Health offerings including brand development, strategy, experience and innovation, PR and influence, medical education, and market access," according to a press release.
Katie Mulligan joins from Wunderman Thompson and Matt Williams moves from his role as global head of marketing at parent company MSQ.
Varatharajan joins from Wunderman Thompson (now VML), where he was head of growth and consulting.