Senior Project Manager- CX

About the role

VML, part of WPP, is seeking a Senior Project Manager - CX to contribute to the strategy, design, and implementation of excellent customer experiences across digital touchpoints, focusing on websites and content. The ideal candidate will collaborate with cross-functional teams to ensure customer-centricity in product and channel initiatives, develop and manage project plans, track progress, facilitate communication, and ensure quality assurance.

Responsibilities

• 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.

Requirements

• 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.
• 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.

Qualifications

• 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.

Pay

The base salary range for this position at the time of this posting is $60,000—$140,000 USD. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications.

Schedule

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.