Senior Customer Experience Manager - Remote

About the Role

We are seeking a Senior Customer Experience Manager to join our dynamic team at VML. As a Senior Customer Experience Manager, you will play a crucial role in enhancing our clients' experiences and driving growth through innovative strategies. This position offers the flexibility of remote work, allowing you to collaborate with a talented team across various locations.

What You'll Do

• Act as the main point of contact for multiple clients within the web and eCommerce sectors, ensuring their needs are met with exceptional service.
• Understand client businesses and challenges to provide strategic solutions that drive results.
• Coordinate with internal specialists, including UX/UI designers, consultants, and developers, to deliver comprehensive solutions.
• Create and manage statements of work, timelines, and budgets to ensure projects are delivered on time and within scope.
• Build and maintain strong client relationships to foster future business opportunities.
• Prepare and present creative briefs to internal teams and clients, ensuring alignment with client expectations.
• Manage research projects, ensuring they align with client objectives and remain on track.
• Collaborate with clients and colleagues to scope, cost, and present compelling proposals that address client needs.

Requirements

• Proven experience as a Customer Experience Manager or similar role, with a strong track record of managing multiple accounts.
• Ability to think strategically and prioritize tasks effectively in a fast-paced environment.
• Excellent communication skills, both written and verbal, with the ability to convey complex information clearly.
• Strong analytical skills to devise and implement effective strategies for client success.
• Experience in budget management and cost monitoring.
• Creative problem-solving skills, with the ability to navigate challenges and deliver high-quality results.

Nice to Have

• Experience in the digital marketing or advertising industry.
• Familiarity with customer touchpoints along the digital customer journey.
• Strong organizational skills and the ability to manage multiple projects simultaneously.

What We Offer

• Competitive salary and benefits package, including medical and dental insurance.
• Flexible working arrangements, including remote work options.
• Opportunities for professional development and career growth.
• A supportive and inclusive company culture that values diversity.
• Engaging social events and team-building activities.