Senior CRM & CX Project Manager (Hybrid)

Vml-Canada-

Toronto

Hybrid

CAD 65,000 - 115,000

Full time

6 days ago

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Job summary

WPP is seeking a strategic Senior Project Manager with a strong CRM and CX foundation to lead end-to-end, enterprise-scale initiatives. You will bridge business stakeholders, technical teams, and executive leadership, ensuring on-time delivery within scope and measurable customer outcomes.

With 5+ years in project management and deep Agile/Scrum experience, you will drive CRM platform enhancements and data-driven customer journeys, collaborating with Product, Design, and Engineering for tangible

Qualifications

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).

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.