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About the Role
As a Senior CRM Strategist, you will be a key strategic voice, turning business challenges into effective, customer-focused solutions for a major automotive account. You will shape CRM strategy across the connected customer journey, from brand consideration and lead generation to lifecycle CRM, web experience, and retail activations, partnering with the data strategy team to leverage customer data insights.
Responsibilities
- Own the strategic direction across projects, from brief through to creative development, client sell-in, and effectiveness measurement.
- Translate business, customer, cultural, and behavioral information into clear, actionable insights.
- Write compelling strategic and creative briefs for CRM, digital, social, and dealership assets.
- Drive CRM comms strategy across the end-to-end customer journey, including automated/triggered reminders, promotional campaigns, and owner messaging.
- Collaborate with Client Services, Creative, Data, and Media partners to develop connected solutions.
- Build trusted client relationships and serve as a credible strategic partner.
- Present and sell strategic thinking clearly to clients and internal stakeholders.
- Utilize data, research, and customer understanding to inform strategic recommendations.
- Ensure strategic thinking aligns with client commercial objectives and desired outcomes.
- Constructively challenge briefs and thinking to improve work quality.
- Contribute to pitches, thought leadership, proactive thinking, and client relationship growth.
- Support and develop junior strategy team members.
- Bring curiosity and new thinking into the team, staying updated on cultural, technological, behavioral, and industry changes.
Requirements
- Proven experience as a CRM Strategist within an agency environment (automotive experience is a strong advantage).
- Experience with connected customer journey strategy, including brand consideration, lead generation, and post-purchase CRM/servicing retention.
- Experience developing strategic thinking from brief through to creative development, delivery, and performance evaluation.
- Strong understanding of customer behavior, journey mapping, CRM/lifecycle comms, and digital ecosystems.
- Confidence presenting strategic thinking and recommendations to clients.
- Ability to interpret data and research into meaningful insights.
- Experience contributing to pitches and/or proactive strategic projects is beneficial.
- Experience supporting or mentoring junior team members is advantageous.
Skills
- Strategic thinking
- Commercial acumen
- Communication
- Customer curiosity
- Adaptability
- Cultural and technological curiosity
- Teamwork
- CRM strategy
- Connected customer journey strategy
- Data interpretation
- Client relationship management
Location
- Sea Containers office, London, SE1
Work Type
- Hybrid working
Experience Level
- Senior
Benefits
- Competitive package
- Hybrid working
- Access to the full suite of company and group benefits
About the Company
- VML is a global creative company combining brand experience, customer experience, and commerce to create connected brands that drive growth.
- VML operates with a Human First philosophy and is recognized for its innovative work, ranking among the world's leading creative companies.
- VML's global network spans 55+ markets.
- VML is part of WPP, a trusted growth partner for leading brands, leveraging exceptional talent and the WPP Open platform.
- VML is a merger of VMLY&R and Wunderman Thompson, functioning as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.
- VML's global family includes over 30,000 employees across 150+ offices in 64 markets.
- VML fosters a culture that values connection, belonging, and the power of differences.
- VML's expertise spans the entire customer journey, building connected brands through 3 core practices: Brand experience, Customer experience, and Commerce.
- VML offers expertise across communications, commerce, consultancy, CRM, data, production, and technology, delivering end-to-end solutions.
Equal Opportunity
- WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics.
- WPP is committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.