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About the Role
VML Canada is seeking a visionary Director of CX Strategy to lead and elevate our customer experience practice for premier Canadian and American clients. This leadership role involves shaping the overarching vision, influencing executive stakeholders, and driving business growth by integrating business objectives, human insights, and technological capabilities.
Responsibilities
- Lead the development of enterprise-level CX strategies, translating complex business challenges into cohesive, human-centric brand experiences across digital and physical ecosystems.
- Orchestrate close partnerships with clients and cross-functional agency leadership (Creative, Technology, Data, Account) to architect solutions that drive measurable business impact and transformation.
- Drive business development and agency growth by identifying organic opportunities, leading strategic pitches, and framing innovative approaches to complex client problems.
- Establish and champion measurement frameworks, ensuring all CX initiatives are tied to clear KPIs, business outcomes, and continuous optimisation.
- Champion thought leadership within the agency and for our clients, keeping teams ahead of cultural, technological, and industry shifts to inspire forward-looking work.
- Mentor and elevate a Strategist within the CX practice to foster a culture of curiosity, rigorous problem-solving, and cross-disciplinary collaboration.
Requirements
- 7+ years of experience in strategic leadership roles spanning CX, Digital Strategy, Product, or Service Design, with a proven track record of orchestrating large-scale brand ecosystems.
- Expertise in enterprise marketing fundamentals, digital transformation, and integrating emerging technologies (e.g., AI, CRM, CMS, loyalty/membership programs) into cohesive customer journeys.
- Demonstrated experience in leadership, senior-level client management, and contributing to successful business development or pitch efforts.
- Come prepared to discuss your POV on the future of brand experience, and a track record of how your strategic vision directly influenced business outcomes.
Skills
- Strategic leadership
- CX Strategy
- Digital Strategy
- Product Design
- Service Design
- Enterprise marketing fundamentals
- Digital transformation
- Emerging technologies integration (AI, CRM, CMS, loyalty/membership programs)
- Leadership
- Senior-level client management
- Business development
- Pitching
- Thought leadership
- Mentoring
Location
- Canada
Work Type
- Hybrid
Experience Level
- 7+ years of experience
- Director
Salary/Compensations
- $90,000—$140,000 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, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.
- WPP is the trusted growth partner for the world’s leading brands.
- WPP unites 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.
- For more information, visit WPP.com.
- VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.
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.