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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 bridging 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
- CX Strategy
- Digital Strategy
- Product Design
- Service Design
- Enterprise Marketing
- Digital Transformation
- AI
- CRM
- CMS
- Loyalty Programs
- Membership Programs
- Leadership
- Client Management
- Business Development
- Strategic Pitching
- Thought Leadership
Location
- Canada
Work Type
- Hybrid
- Full-time
Experience Level
- 7+ years
Salary/Compensations
- $90,000—$140,000 CAD
About the Company
- VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth.
- Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100.
- VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore.
- VML is part of WPP, the trusted growth partner for the world's leading brands.
- Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.
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.