CX Lead (Commerce)

TL;DR

CX Lead (Commerce): Developing and executing customer experience strategies for multiple clients with an accent on eCom growth and strategic project leadership. Focus on managing cross-functional delivery teams, building client pipelines, and ensuring ROI through high-quality CX solutions.

Location: Hybrid (London, UK). Must be based in London and attend the office an average of four days a week.

Company

hirify.global is a leading creative company part of WPP that combines brand experience, customer experience, and commerce to drive growth for global blue-chip brands.

What you will do

• Devise and execute CX strategies for multiple clients, collaborating with UX/UI, Content, Analytics, and Development teams.
• Act as the strategic lead for CX projects, managing resourcing, timelines, budgets, and overall quality.
• Grow the agency pipeline by identifying opportunities within existing accounts and leading winning pitch responses.
• Build and maintain deep relationships with global and local clients and WPP partners.
• Oversee contract negotiations and ensure a smooth transition from sales to delivery.
• Lead, mentor, and coach junior team members through day-to-day management and appraisals.

Requirements

• Proven experience growing one-off projects into long-term client partnerships.
• Track record of creating compelling pitch proposals and responding to RFIs and RFPs.
• Experience managing CX projects in collaboration with UX/UI and data teams.
• Prior experience within an agency or consultancy environment with a focus on eCommerce.
• Strong commercial acumen with an understanding of project value, pricing, and ROI.
• Excellent communication and writing skills to distill complex research into actionable recommendations.

Culture & Benefits

• Discretionary bonus scheme and competitive pension plan.
• Medical insurance and life assurance.
• Access to training opportunities and professional career development.
• Family-friendly policies and the ability to buy or sell holidays.
• Retail discounts and regular social events.