CX Lead / Account Director (Commerce)

SQLI UK & ME

SQLI UK & ME is a leading digital commerce & services company that specialises in providing exceptional digital experiences to businesses across the United Kingdom and the Middle East. We are dedicated to helping our clients thrive in the digital age by offering innovative solutions in e-commerce, digital marketing, and technology consulting.

SQLI UK & ME is seeking an experienced and results-driven CX Lead / Account Director with expertise in Customer Experience (CX) to lead and manage our CX-focused client projects and accounts. The CX Lead will be responsible for building and maintaining strong client relationships, ensuring client satisfaction, and creating and managing CX initiatives that deliver value and enhance customer experiences across research, UX, UI, Content and Strategy.

Key Responsibilities:

Client Relationship Management: Build and maintain strong, long-lasting relationships with key client stakeholders. Act as the primary point of contact for client inquiries, issues, and escalations. Collaborate closely with clients to understand their business goals, challenges, and CX needs.

CX Strategy and Consultation: Work closely with clients to develop and execute CX strategies aligned with their business objectives. Provide expert guidance on best practices and innovations in CX to drive customer loyalty and satisfaction.

Account Growth and Retention: Develop account growth strategies, identify upselling opportunities, and contribute to contract renewals. Ensure client satisfaction and success, leading to long-term partnerships.

New business development: Be able to spot opportunities, answer RFI / RFPs / proposals and create, cost and lead responses, managing the process through to delivery.

Project Oversight: Oversee the execution of CX projects, ensuring they meet or exceed client expectations. Support and manage statements of work, resourcing needs and timelines to ensure delivery against client-approved timings and budget. Collaborate with internal teams to drive CX-related initiatives, across UX, UI, Content, strategy, research and data.

Creative Management: Prepare and present creative briefs for UX/UI designers & copywriters and co-present creative visuals and copy back to the client.

CX Performance Metrics: Define key performance indicators (KPIs) to measure the success of CX initiatives. Regularly report on the progress and results of CX efforts to clients and senior management, liaising with data & analytics.

Team Leadership: As your team grows, lead and mentor a team of CX specialists, fostering a culture of client-centric thinking and innovation.

• Proven experience in an account management, specialising in CX within the digital services or e-commerce industry.
• In-depth understanding of CX methodologies, journey mapping, design systems, data analysis – strategic thinker, ability to write briefs and manage projects to delivery.
• Exceptional leadership and team management skills.
• Strong problem-solving, communication, and negotiation abilities.
• Experience of helping to grow accounts – able to identify new opportunities and help to create proposals that answer client needs
• Proactive, results-driven with a proven track record of achieving and exceeding account goals.
• Commercially focussed and comfortable with estimating, budget management and managing costs