Senior Project Manager- CX
About this role
Who We Are
VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.
About WPP
WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.
VML is in search of a SENIOR PROJECT MANAGER – CX
What you’ll do:
• Contribute to the strategy, design and implementation of excellent customer experiences across
digital touchpoints, focusing on websites and content.
• Collaborate with cross-functional teams (product, engineering, design, content, marketing,
research) to ensure customer-centricity in product and channel initiatives.
• Develop and manage project plans and timelines, breaking down complex projects into manageable
tasks and deliverables.
• Track project progress, identify potential roadblocks, and implement solutions to ensure projects
stay on track and within budget.
• Facilitate communication and collaboration between stakeholders, providing regular updates and
reporting on project status.
• Ensure quality assurance throughout the product development and lifecycle process.
• Manage ceremonies, ensuring timely delivery of product functionality.
Who you are:
• Customer-focused: Passionate about creating positive customer experiences and understanding
customer needs.
• Strong communicator: Clearly communicate technical and non-technical information, customer
insights and design recommendations to various stakeholders
• Collaborative leader: Facilitate effective cross-functional collaboration. Facilitate cross-functional
collaboration and effectively manage project teams.
• Agile and adaptable: Thrive in a fast-paced environment and adapt to evolving project
requirements.
• Strategic thinker: Understand the broader business goals and align website and content strategies
accordingly.
• Organized and detail-oriented: Maintain meticulous organization and attention to detail in all
aspects of project management.
• Proficient in project management tools and software: Expert-level proficiency in project
management platforms (e.g., Asana, Trello, Monday.com) and content management systems (CMS).
• Proficient in CX methodologies and tools: Familiar with customer research methods, journey
mapping, service blueprinting, and human-centered design principles.
What you’ll need:
• 3-5 years of experience in web project management or content management: Demonstrated
experience managing website development projects, content creation workflows, and/or content
migrations.
• Proven track record of successful website launches or content initiatives: Provide examples of
successfully completed projects, highlighting key achievements and results.
• Understanding of website development lifecycle and content strategy: Demonstrate a strong
understanding of web design principles, development processes, content strategy best practices,
and SEO.
• Technical proficiency: Familiarity with CMS platforms (e.g., WordPress, Drupal, AEM), HTML, CSS,
and website analytics tools. Experience with website accessibility standards (WCAG) is a plus.
• Strong analytical skills: Ability to analyze website data, identify trends, and make data-driven
recommendations to improve website performance and content engagement.
• Client management experience (if applicable): Experience building and maintaining strong client
relationships, presenting project updates, and managing client expectations.
• Agency experience (preferred, but not essential): Experience working within an agency
environment or a similar collaborative setting.
The base salary range for this position at the time of this posting is indicated below. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. We offer a competitive benefits package, click WPP Benefits for more details.
We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
VML is a WPP agency (NYSE: WPP). For more information, please visit www.vml.com, and follow along on Instagram, LinkedIn, and X.
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