Customer Care Representative jobs in United Kingdom

At VML, we are a beacon of innovation and growth in an ever‑evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end‑to‑end solutions that result in revolutionary work.

Department: Commercial Finance

Reports to: Commercial Lead

Location: London, UK

The Junior Commercial Manager is a key contributor to the financial success and operational efficiency of VML. Based in our vibrant London office, this position requires a highly motivated individual with strong commercial acumen, analytical skills, and a proven ability to navigate complex business environments. Working closely with the Commercial Lead, you will play a crucial role in managing client profitability, supporting financial planning and analysis, ensuring adherence to financial regulations, and acting as a vital link between various internal and external stakeholders. This role demands an analytical thinker who can translate financial data into actionable insights, contributing to profitable growth with a specific focus on client P&L management and contract compliance.

• Support the Commercial Lead in managing a multi‑national, multi‑agency client portfolio, contributing to accurate financial reporting and commercial acumen.
• Assist in delivering live forecasts and managing quarterly budgets, ensuring alignment with client objectives and agency profitability targets.
• Prepare scopes of work (SOWs), collaborating with Delivery Leads and Senior Client Leads to ensure accurate costing and resource allocation.
• Prepare internal reports on utilisation, profitability, recoverability, and growth targets, providing insights to senior management.
• Support client teams with resourcing files and PowerBi reports, ensuring accurate information on resource allocation by client. Assist in reviewing freelance resource requests, ensuring all incremental revenue spend is both strictly necessary and covered by client budgets.
• Support procurement liaison and negotiations, assisting in securing favourable terms and maximizing value for the agency.
• Complete Group, EMEA, and Global reporting requirements, ensuring consistency and accuracy across all levels.
• Collaborate with experts to develop and market our offerings and capabilities, contributing to the agency's growth and market positioning.
• Ensure accurate and timely financial reporting, adhering to all internal and external reporting requirements. Maintain strict compliance with SOX regulations and internal control procedures.
• Internal and external audits – prepare all revenue related information for internal and external auditors and promptly respond to all related queries.

• Support liaison with subject matter experts, including legal counsel, during negotiations, protecting the agency's interests and ensuring compliance.
• Monitor compliance with contractual terms, tracking KPIs and assessing their impact on revenue. Proactively identify and elevate any contractual issues or discrepancies.

• Build and maintain strong relationships with key stakeholders across the agency, including account teams, NWC department, and board executives.
• Effectively communicate financial information and insights to both financial and non‑financial audiences.

• Identify opportunities for process improvements to enhance efficiency and accuracy within the commercial function. Support the implementation of streamlined workflows and optimised resource allocation, with an eye on emerging technologies (AI etc).

• Bachelor's degree in Finance, Accounting, or a related field. A professional accounting qualification (e.g., CPA, CIMA) is a plus.
• Minimum of 3‑5 years of experience in a commercial finance, financial analysis, or similar role, preferably within a creative agency or related industry.
• Proven ability to thrive in a demanding environment within a large agency or group company.
• Strong relationship‑building skills, with the ability to effectively communicate and collaborate with individuals at all levels, from junior staff to C‑suite executives, navigating diverse personalities.
• Ability to collaborate effectively with cross‑functional teams, contributing to a shared vision and delivering exceptional work for internal and external stakeholders.
• Excellent presentation and active listening skills, enabling clear communication and effective action planning.
• Strong commercial acumen, analytical abilities, and a commitment to accuracy and meeting deadlines.
• Proven ability to translate complex financial information into actionable insights for non‑financial audiences.
• Proven experience acting as a liaison between account teams and billers, resolving discrepancies and ensuring smooth operations.
• Experience producing and reviewing client performance dashboards and key management information, effectively translating financial data for non‑financial colleagues.
• Experience supporting procurement negotiations and contributing to favourable terms.
• Ability to liaise effectively with legal counsel and other subject matter experts.
• Familiarity with UK financial regulations and reporting requirements.

• This role is based in London with a 3‑day per week office working requirement, fostering collaboration and team spirit.

If you’re a proactive, analytical, and commercially‑minded individual looking for an opportunity to grow your career within a leading global agency, we encourage you to apply! Join VML and help us shape the future of connected brands.

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.