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About the Role
We are seeking a strategic, results-oriented Senior Project Manager with strong CRM and Customer Experience (CX) expertise to lead end-to-end delivery of high-impact, enterprise-wide initiatives. You will serve as the liaison between business stakeholders, technical teams, and executive leadership, ensuring each project is delivered on time, within scope, and aligned with meaningful customer outcomes.
Responsibilities
- Own the complete lifecycle of complex CRM and CX programs from discovery and planning through launch and post-deployment support.
- Develop and maintain integrated project roadmaps, risk registers, and status reports providing clear, data-driven visibility to all stakeholders.
- Proactively identify and resolve cross-functional dependencies, minimizing disruption and keeping delivery on track.
- Facilitate sprint planning, backlog grooming, retrospectives, and release coordination within cross-functional Agile teams.
- Drive projects focused on enhancing CRM platforms, customer data strategies, and omnichannel customer journeys.
- Collaborate with Product, Design, and Engineering teams to ensure technical solutions directly translate to improved customer outcomes.
- Champion a CX-first approach across all workflows, bridging technology delivery with tangible business impact.
- Act as a trusted advisor to executive leadership and sponsors, ensuring 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 executive-level confidence and ease.
Requirements
- 5+ years of project management experience with a strong focus on CRM and/or CX transformation initiatives.
- Proven track record of delivering enterprise-wide projects in fast-paced, matrixed environments.
- Proficient in Agile, Scrum, and hybrid methodologies.
- Excellent stakeholder communication, executive reporting, and risk management skills.
- Solid understanding of CRM platforms, customer data models, and customer journey repositories.
- Bachelor's degree in Business, Technology, or a related field (or equivalent experience).
Skills
- CRM
- Customer Experience (CX)
- Agile
- Scrum
- Project Management
- Stakeholder Management
- Reporting
- Risk Management
- Salesforce
- Jira
- Confluence
- Smartsheet
- Azure DevOps
- PMP
- PMI-ACP
- SAFe Agilist
- Certified Scrum Professional (CSP)
- Salesforce Administrator
- Salesforce Consultant
- AI-based CRM features
Experience Level
- Senior
Education Level
- Bachelor's degree in Business, Technology, or a related field (or equivalent experience)
Salary/Compensations
- $65,000—$115,000 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 worldwide, 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 consulting.
- 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-generation 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, 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 neighbors 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.