Senior CX Manager

VML Enterprise Solutions is a group of talented engineers, tech experts, and creators who design, build, manage, and run complex technology platforms. The company is part of a global family with over 30,000 employees across 150+ offices in 64 markets, offering expertise in communications, commerce, consultancy, CRM, CX, data, production, and technology.

• Ability to constructively challenge clients and briefs
• Experience growing accounts and creating proposals that meet client needs
• Strategic thinking and prioritization skills
• Proven track record managing multiple accounts and projects in a digitally creative environment
• Understanding of customer touchpoints along the digital customer journey
• Ability to write design briefs and think creatively
• Excellent problem-solving skills and ability to coordinate between CX team, clients, and delivery teams
• Self-motivated, initiative-driven, able to work under pressure and meet deadlines
• Strong analytical skills to devise and implement strategies benefiting clients and customers
• Commercially focused with experience in estimating and budget management
• Strong communication skills with multiple stakeholders at all levels
• Strong written skills for proposals, presentations, and distilling complex information
• Extremely organized, efficient, and able to quickly get up to speed
• Availability to collaborate with UK project team until 18:00 PL time

• Account & Project Management
• Serve as main client point of contact for multiple clients across different industries under the web/eCommerce umbrella
• Understand clients' businesses and challenges to solve critical problems with strategic, innovative solutions
• Act as central point of contact for internal specialists including UX/UI, consultancy, data, AI, developers, and analytics
• Create and manage statements of work, resourcing needs, and timelines to ensure delivery against client-approved timings and budget
• Manage budgets, monitor costs, and ROI
• Build strong client relationships to create a pipeline of future work

Creative Management:

• Prepare and present creative briefs for UX/UI designers and copywriters
• Present creative visuals and copy back to clients
• Manage Customer Experience Mapping and Research projects, ensuring alignment with statements of work

Proposal Writing:

• Collaborate with clients and colleagues to scope, cost, and create proposals
• Present compelling, business-critical proposals
• Identify and support growth opportunities within accounts

This is a full-time position located in Poland. The selection process and application materials must be in English. Candidates must be available to collaborate with the UK project team until 18:00 Poland time.