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About the Role

We are seeking an experienced and visionary Senior Experience Strategist to lead the development and execution of groundbreaking omni-channel strategies that drive unparalleled engagement, foster deep loyalty, and maximize lifetime value for our top-tier clients. If you possess a proven track record of strategic leadership at the intersection of customer experience, data, and complex digital ecosystems, and thrive on making a transformative impact within a dynamic agency environment, this is an unparalleled opportunity.

Responsibilities

Drive Strategic Customer Relationships by defining the overarching vision and strategic frameworks for enhancing complex customer interactions across diverse touchpoints.
Architect and Lead Innovative CRM Strategies, applying advanced principles of brand strategy, intricate journey mapping, and sophisticated audience segmentation.
Guide the integration of these strategies across critical digital ecosystems, including email, mobile apps, social media, and emerging platforms, ensuring cohesive and impactful customer experiences.
Lead and Influence Cross-Functional Teams, serving as the strategic bridge between CX, performance marketing, creative, media, and data teams.
Drive optimization of end-to-end customer engagement, from acquisition to post-sale, ensuring strategic alignment and seamless execution across all disciplines.
Oversee and Synthesize Advanced Research & Analysis, directing qualitative and quantitative research methodologies.
Facilitate and lead strategic workshops, extracting profound insights and translating complex data into impactful, executable strategies, detailed personas, and comprehensive customer journey blueprints.
Champion Data-Driven Strategic Planning, leveraging sophisticated CRM platforms and advanced analytics dashboards to drive strategic insights, inform critical decision-making, and architect robust measurement frameworks that prove ROI.
Own and Drive Strategic Deliverables, leading the development of integrated channel plans, complex ecosystem development, and significant new business pitches.
Be instrumental in crafting compelling brand narratives and elevating our thought leadership within the industry, positioning VML MAP as a strategic partner.

Requirements

7+ years of progressive experience in CRM, customer experience strategy, or strategic planning roles, with a significant portion gained within a fast-paced, leading agency environment.
Demonstrated success in developing and implementing large-scale, complex omni-channel strategies for major brands.
Deep, comprehensive expertise in digital marketing channels, integrated customer engagement strategies, and emerging technologies, with a proven ability to leverage them for strategic advantage.
Expert-level proficiency and strategic oversight of leading CRM platforms (e.g., Salesforce Marketing Cloud, Adobe Experience Cloud, Braze), advanced analytics tools (e.g., Google Analytics 4, Adobe Analytics), and sophisticated segmentation and personalization methodologies.
Ability to translate technical capabilities into strategic business outcomes.
Exceptional executive-level communication, presentation, and negotiation skills.
Proven ability to craft highly compelling, data-backed strategic narratives that inspire, influence, and secure buy-in from senior clients and internal stakeholders.
A highly developed capacity for macro-level strategic thinking, seamlessly connecting CRM, brand strategy, and the end-to-end customer experience into a cohesive and innovative vision.
Ability to anticipate future trends and drive proactive strategic shifts.
A proven leader and mentor who thrives in complex, cross-functional team environments.
Ability to effectively guide, influence, and align diverse teams and senior stakeholders towards a unified strategic vision and execution.
Exceptional organizational and strategic project/program management skills.
Proactive in overseeing complex initiatives, managing multiple high-priority deliverables with meticulous precision, and driving strategic outcomes.
An insatiable curiosity and relentless drive to push the boundaries of customer experience strategy.
Eager to continuously grow expertise, foster a culture of innovation, and make a profound, measurable impact on client business and industry thought leadership.

Skills

CRM
Customer Experience Strategy
Strategic Planning
Omni-channel Strategies
Digital Marketing
Integrated Customer Engagement
Emerging Technologies
Salesforce Marketing Cloud
Adobe Experience Cloud
Braze
Google Analytics 4
Adobe Analytics
Segmentation
Personalization
Executive Communication
Presentation Skills
Negotiation Skills
Strategic Storytelling
Strategic Thinking
Leadership
Mentorship
Cross-functional Collaboration
Program Management
Project Management

Location

Kansas City
New York
Detroit
London
São Paulo
Shanghai
Singapore
Sydney

Work Type

Hybrid

Experience Level

Senior
7+ years

Salary/Compensations

$65,000—$115,000 CAD

About the Company

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.
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.
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.
VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM.
With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric.
Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.
We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.
VML is a WPP agency (NYSE: WPP).

Equal Opportunity

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.