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About the Role
We are looking for a strategic, results-driven Senior Project Manager with a strong foundation in CRM and Customer Experience (CX) to lead the end-to-end delivery of high-impact, enterprise-scale initiatives. In this role, you will serve as the connective tissue between business stakeholders, technical teams, and executive leadership — ensuring every project is delivered on time, within scope, and aligned to meaningful customer outcomes.
Responsibilities
- Own the full project lifecycle for complex CRM and CX programs, from discovery and planning through to launch and post-go-live support.
- Develop and maintain integrated project roadmaps, risk registers, and status reports that provide clear, data-driven visibility to stakeholders at all levels.
- Identify and resolve cross-functional dependencies proactively, minimizing disruption and keeping delivery on track.
- Facilitate sprint planning, backlog grooming, retrospectives, and release coordination across multi-disciplinary Agile teams.
- Drive projects that enhance CRM platforms, customer data strategies, and omnichannel customer journeys.
- Partner with Product, Design, and Engineering teams to ensure that technical solutions translate directly into improved customer outcomes.
- Champion a CX-first mindset across all workstreams, bridging the gap between technology delivery and real-world business impact.
- Act as a trusted advisor to senior leadership and executive sponsors, delivering clear escalation paths and proactive communication.
- Manage relationships with internal teams, third-party vendors, and system integration partners.
- Lead steering committees and governance reviews with confidence and executive presence.
Requirements
- 5+ years of project management experience, with a strong focus on CRM and/or CX transformation initiatives.
- Proven track record delivering enterprise-scale projects in fast-paced, matrixed environments.
- Solid command of Agile, Scrum, and hybrid delivery methodologies.
- Exceptional skills in stakeholder communication, executive reporting, and risk management.
- Strong understanding of CRM platforms, customer data models, and customer journey frameworks.
- Bachelor's degree in Business, Technology, or a related field (or equivalent experience).
Skills
- Salesforce (Sales Cloud, Service Cloud, or Marketing Cloud)
- Jira
- Confluence
- Smartsheet
- Azure DevOps
- AI-driven CRM capabilities (e.g., Salesforce Einstein, Agentforce)
Location
- Kansas City
- New York
- Detroit
- London
- São Paulo
- Shanghai
- Singapore
- Sydney
Work Type
- Hybrid
Experience Level
- Senior
Education Level
- Bachelor's degree in Business, Technology, or a related field (or equivalent experience)
- PMP, PMI-ACP, SAFe Agilist, or Certified Scrum Professional (CSP) certification
- Salesforce Administrator or Consultant certification
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, 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.
- 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.
- 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.