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About the Role

VML Canada is seeking a visionary Director, Customer Experience (CX) Strategy to lead and elevate its CX offering for premium Canadian and US brands. Reporting to the Director of Strategy, you will act as a strategic orchestrator, blending business objectives, human insights, and technological capabilities to drive transformation. This is a leadership role for someone who wants to shape a global vision, influence senior leadership, and drive business growth. You will also catalyze cross-functional integration to ensure our solutions create value for audiences and brands.

Responsibilities

Lead the development of enterprise CX strategies and translate complex business challenges into human-centered, consistent brand experiences across physical or digital ecosystems.
Collaborate closely with clients and cross-functional leadership teams (creative, technology, data, consulting) to craft solutions that deliver measurable impact and transformation.
Drive business development by identifying organic opportunities, leading strategic pitches, and employing innovative approaches to solve complex client challenges.
Establish and champion measurement frameworks, ensuring all CX initiatives are tied to KPIs, business outcomes, and continuous optimization.
Promote thought leadership within the agency and for our clients, keeping teams informed of cultural, technological, and industry shifts to inspire forward-thinking work.
Act as a mentor to train a strategist within the CX practice to foster a culture of curiosity, problem-solving rigor, and cross-functional collaboration.

Requirements

7+ years of experience in strategic leadership roles for CX, digital strategy, product, or service design with a proven track record managing large-scale brand ecosystems.
Expertise in business marketing fundamentals, digital transformation, and the integration of emerging technologies (AI, CRM, CMS, loyalty or member programs).
Demonstrated experience in leadership positions, managing senior clients, and contributing to successful business development or fruitful pitches.
Be prepared to discuss your perspective on the future of brand experiences and your roadmap detailing how your strategic vision directly influenced business outcomes.

Skills

Systemic thinking and the ability to connect disciplines to seamlessly translate high-level business intentions into innovative, executable executions.
Empathetic leadership that enjoys collaborating and building trust with clients and internal teams, fostering an environment where diverse perspectives shape the best solutions.
Adaptability to solve problems boldly, navigate ambiguity, champion courageous ideas, and consistently challenge the status quo for significant impact.

Location

Canada

Work Type

Full-time

Experience Level

7+ years

Salary/Compensations

$90,000—$140,000 CAD

About the Company

VML is a global creative agency that blends brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by its Human-Centered philosophy, VML is recognized for its innovative work and consistently ranks among the top creative companies globally, including on the WARC Creative 100 list. VML’s global network spans over 55 markets, with headquarters in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai, and Singapore.
VML is part of WPP, the growth partner trusted by the world’s most important brands. Powered by exceptional talent and the WPP Open marketing platform, WPP leverages cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions, and expert strategic counsel.
WPP is the trusted partner for the world’s most recognized brands. We pair leading media intelligence and data solutions with world-class creativity, next-gen production, transformative enterprise solutions, and expert strategic expertise across our companies, all powered by our exceptional talent and our agency marketing platform, WPP Open, to help our clients navigate change, seize new opportunities, and achieve transformative growth. For more information, visit WPP.com.

Equal Opportunity

At VML, we are committed to fostering an inclusive and stimulating work environment that also allows for career advancement. Our Inclusion, Equity, and Belonging initiatives, along with the VML Foundation, reflect our determination to give back to our communities and make a positive impact in our communities and beyond. Our people are the heart of our organization. They are creators, doers, innovators, builders, or thinkers who not only drive marketing but also experiences that resonate in every action and interaction. When you click ‘Submit,’ the information you provide below will be sent to VML. Before you proceed with submission, we believe it’s a good idea to read our Recruitment Privacy Policy. It explains how we use your personal information when you apply for a position with our company, in addition to detailing how you can update or delete the information you have provided us.