Vanilla Recruitment
CX & Insights Project Manager
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On behalf of a leading marketing services company, we’re looking for an organised, proactive CX & Insights Project Manager to drive the delivery of CX programmes across client accounts.
Working closely with CX Managers, researchers, strategists and creatives, you will take ownership of projects from brief through to delivery, ensuring everything runs smoothly, on time, within budget and to an exceptional standard.
You will be a key point of contact for clients, helping to turn strategic recommendations into robust delivery plans. The ideal candidate will bring experience from an agency or consultancy environment, a good understanding of transformation or CX-related projects, and a passion for seamless project execution.
Competitive salary
- Working hours Monday to Friday 9am-5.30pm
- Hybrid working, 3 days per week in Mansfield with some days in London each month
- Free parking
- Healthcare scheme
- Employee wellbeing initiatives
Key Responsibilities:
- Take ownership of CX projects from client brief through to final delivery
- Deliver projects on time, within budget and to agreed quality standards
- Produce and maintain clear project documentation, including timing plans, scopes, budget trackers and risk logs.
- Manage scope proactively and communicate changes to internal teams and clients
- Identify risks early and implement mitigation plans to keep delivery on track
- Act as the day-to-day delivery contact for clients, ensuring communication is clear, timely and professional
- Support CX Managers with client updates, status meetings, presentations and debrief sessions
- Challenge and clarify briefs to ensure projects are well-defined, realistic and aligned to client goals
- Track performance of CX retainers and project budgets, highlighting variances and recommending corrective actions
- Support proposal creation through project scoping, cost estimating and resource planning
- Ensure accurate and timely client invoicing aligned to project milestones
- Maintain strong commercial control of scope, budgets and profitability
- Work closely with internal teams including creative, digital, insight, strategy and production to schedule and secure resources
- Lead and guide colleagues or external partners to ensure consistent, high-quality delivery
- Liaise with external suppliers (e.g. freelance resource etc) where relevant
- Seek opportunities to enhance delivery processes and introduce more efficient ways of working
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Skills and experience required:
- Background in client or project management roles within an agency, consultancy, or marketing environment
- Experience managing or supporting business transformation or CX-related projects
- Highly organised with strong time management and attention to detail
- Excellent written and verbal communication skills, with confidence managing multiple stakeholders
- Able to translate strategic plans into actionable delivery
- Comfortable working in a fast-paced, collaborative environment
- Able to stay calm and solutions-focused under pressure
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