Senior Digital Account Manager / Customer Experience Consultant

Well established digital agency looking to transform the customer journey for retail and luxury brands

Looking for someone who wants to take the next step in their career - not just running accounts from day to day but collaborating with and inspiring their clients as a partner and consultant

The client

Well established agency who work closely with an exciting variety of clients in the retail sector to transform their customer experience through the power of digital. They are a mid sized agency with an excellent reputation within the industry. They are known for creating innovative digital experiences, end to end digital transformation and experience design. They partner with leading ecommerce platform technologies and some of the best systems integrators to deliver new commerce experiences that balance user, brand and commercial needs.

The role

As Customer Experience Consultant you’ll step away from the role of a traditional account manager moving into that of a trusted partner and advisor to your clients. You’ll act as a consultant and have an opportunity to think bigger, to think about strategy and to think about really making an impact on the brands you’ll be working closely with. You’ll have a cross function team to work with who will help you to take the vision you have developed with the client and bring it into something tangible and truly unique.

You’ll have the opportunity to think about doing things differently, to problem solve on behalf of your clients and to innovate, inspire and guide them. You’ll be intelligently consulting – not just running an account day to day – this role is a lot bigger than that!

You will

  • Develop partnership relationships with our clients, establishing immediate credibility and becoming a trusted advisor.
  • Develop and contribute to proposals and pitch to new and existing clients, working to meet sales and profitability targets.
  • Creatively collaborate with Project Managers, drawing from cross-functional team skills (from Data Analysts, to UX Specialists and Experience Designers), to grow client relationships with some of the
    most exciting brands in the UK and Europe.

The candidate

You’ll be an established digital account manager or senior account manager looking for a role that will allow you to engage deeper and make more of a difference. You’ll be looking for a role that will allow you to consult and not just coordinate an account on a day to basis. Ideally you’ll have some experience acting in more of a consulting role – and it would be brilliant if you have worked with online retail / ecommerce before and have some knowledge around customer experience optimisation.

You will demonstrate an understanding of concepts around customer experience strategy, concept UX, research, business intelligence, insight and UI and have ideas about to maximise each area to achieve results. Overall you’ll need to have amazing communication skills and a track record of building outstanding relationships with clients. You’ll need to have a strong commercial and financial acumen – being comfortable working to quarterly targets and being able to spot new commercial opportunities.