Senior CX Manager/Experience Lead (Ecommerce)

TL;DR

Senior CX Manager/Experience Lead (Ecommerce): Managing high-profile CX and eCommerce projects for global brands with an accent on account management, project delivery, and strategic CX mapping. Focus on bridging the gap between clients and internal technical/creative teams to deliver innovative digital experiences.

Location: Hybrid (London, UK) - teams in the office an average of four days a week

Company

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

What you will do

• Act as the primary client point of contact for multiple eCommerce and web projects across various industries.
• Solve critical business problems by developing strategic, cutting-edge, and innovative CX solutions.
• Coordinate internally with UX/UI, consultancy, data, AI, and development specialists to ensure delivery.
• Manage statements of work (SOW), resourcing, budgets, timelines, and ROI monitoring.
• Prepare and present creative briefs for designers and copywriters, and present visuals back to clients.
• Lead customer experience mapping and research projects to align with business objectives.

Requirements

• Extensive experience working within the Commerce and Web domains.
• Proven track record of managing multiple accounts and projects in a digitally creative environment.
• Strong ability to identify new business opportunities and create compelling proposals.
• Deep understanding of customer touchpoints along the digital customer journey.
• Excellent communication and analytical skills to manage stakeholders at all levels.
• Must be able to work from the London office on a hybrid basis (average 4 days per week).

Culture & Benefits

• Discretionary bonus scheme and competitive pension plan.
• Medical insurance and life assurance.
• Flexible holiday policies, including the option to buy and sell holidays.
• Family-friendly policies and discounts with hundreds of retailers.
• Dedicated focus on career development and training opportunities.