CX / CRM Strategist (1 year contract)

Wunderman Thompson; Toronto; Hybrid; CAD 65,000 - 115,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

VML Canada is seeking a CX / CRM Strategist to join our growing CX team, delivering complete customer experiences for Canadian and American clients. You will report to the CSO and collaborate with a CX Strategy Director across a portfolio of brands to solve brand problems through empathy and innovation, with a focus on digital experience planning and CRM capabilities.

You are expected to have 3–5 years in strategic roles, knowledge of marketing fundamentals, and the ability to discuss your

Qualifications

• 3 to 5 years of experience in strategic roles like Digital Strategy, UX, Product, CX, Service Design and/or CRM Strategy.
• Knowledge of marketing fundamentals (e.g. personas, brand positioning), user experience and brand ecosystems (AI, CRM, CMS, membership).
• Be prepared to discuss: why you do what you do, what you want to learn, and your POV on the future of brand experience (mock exercise).

Responsibilities

• Empathize by researching data, competition, surveys and stakeholder interviews.
• Connect insights to opportunities and business impact for brands.
• Guide teams with consistent insight through presentations, reviews and docs.

Skills

CX Strategy

Digital Strategy

CRM Understanding

Job description

Who We Are

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.

For more information, please visit www.vml.com and follow along on LinkedIn #WeAreVML.

CX / CRM Strategist (1 year contract)

Who we are looking for:

VML Canada is looking for a motivated CX / CRM Strategist to join our growing CX team creating complete customer experiences for Canadian and American clients. Reporting to the CSO and working closely with a CX Strategy Director you will collaborate across a portfolio of brands to play a critical role in solving real brand (business) problems through empathy and innovation. Digital experience planning is important as is having a base knowledge of CRM as a skillset

What you’ll do:

• Empathize| You will dig into the category, customer and business by reviewing data, analyzing the competition, running surveys and interviewing stakeholders or audience members
• Connect | You will help to solve problems that consider the brand world they exist within, translating all that insight you mined into valuable opportunities and impact
• Guide | You will act as a consistent, reliable source of insight to keep teams honest and focused through presentations, reviews and documentation preparation
• Partner | You will collaborate with brand strategists, designers, copywriters, account leads and clients for optimal results
• Forecast | You will keep your finger firmly on the pulse of innovation, brand and culture to share with your teammates
• Measure | You will evaluate the performance of previous launches to ensure we are continuously improving our output

Who you are:

You are passionate about the future technology enables for brands and their customers. You are continuously asking yourself why and are quite acquainted with rabbit holes. You have strong opinions, loosely held, and while you are a talented individual contributor, you love to see your work take new shape with input and collaboration from other disciplines. You want to learn and grow and teach.

What you’ll need:

• 3 to 5 years of experience in strategic roles like Digital Strategy, UX, Product, CX, Service Designand / or CRM Strategy
• Knowledge of and/or experience with marketing fundamentals (e.g. personas, brand positioning), user experience and key components within brand ecosystems (AI, CRM, CMS, membership)
• Come prepared to talk about: why you do what you do, what you hope to learn in this role, your POV on the future of brand experience and how you might approach a client problem (mock exercise)

The base salary for this position at the time of this posting may range between the values at the bottom of this posting. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications.

-$65,000—$115,000 CADWe believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

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.