Senior Experience Strategist

twentysix; Toronto; On-site; CAD 65,000 - 115,000; Full time

Benefits offered by this job

Hybrid work model

Equal opportunity employer

Job summary

VML MAP, part of WPP, is seeking a Senior Experience Strategist in Toronto to lead omni-channel CRM programs and customer experience initiatives. You will shape strategic frameworks across channels, oversee cross-functional teams, and drive data-driven decision-making for blue-chip clients.

You will work in a hybrid setup, leveraging Salesforce Marketing Cloud, Adobe Experience Cloud, and other analytics tools to deliver high-impact customer experiences and measurable ROI.

Qualifications

• 7+ years in CRM, customer experience strategy, or strategic planning in a leading agency.
• Expertise in digital marketing channels and omni-channel strategies.
• Experience with leading CRM platforms and analytics tools.

Responsibilities

• Define the overarching vision and strategic frameworks for enhancing complex customer interactions across touchpoints.
• Architect and lead innovative CRM strategies across email, apps, social, and emerging platforms.
• Lead cross-functional teams to deliver end-to-end customer engagement and ROI-focused initiatives.
• Direct qualitative and quantitative research, facilitate workshops, and translate data into actionable strategies and personas.
• Leverage CRM platforms and analytics dashboards to drive insights and inform decision-making.
• Develop integrated channel plans and new business pitches with compelling brand narratives.

Skills

CRM strategies

Executive communication

Strategic storytelling

Leadership

Analytics tools

Tools

Salesforce Marketing Cloud

Adobe Experience Cloud

Braze

Google Analytics 4

Adobe Analytics

Job description

Who We Are

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. In addition, 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.

About WPP

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.

We areseekinganexperienced and visionary Senior Experience Strategisttolead the development and execution of groundbreaking omni-channel strategiesthat drive unparalleled engagement, foster deep loyalty, and maximize lifetime value for our top-tier clients. If youpossessaproventrack recordof strategic leadershipat the intersection of customer experience, data, and complex digital ecosystems, and thrive on making atransformative impactwithin a dynamic agency environment, this is an unparalleled opportunity.

What will your day look like?

As a Senior Experience Strategist, you will:

• Drive Strategic Customer Relationshipsbydefining the overarching vision and strategic frameworksfor enhancing complex customer interactions across diverse touchpoints.
• Architect and Lead Innovative CRM Strategies, applying advanced principles of brand strategy, intricate journey mapping, and sophisticated audience segmentation. You will guide the integration of these strategies across critical digital ecosystems, including email, mobile apps, social media, andemergingplatforms, ensuring cohesive and impactful customer experiences.
• Lead and Influence Cross-Functional Teams, serving as the strategic bridge between CX, performance marketing, creative, media, and data teams. You will drive optimization of end-to-end customer engagement, from acquisition to post-sale, ensuring strategic alignment and seamless execution across all disciplines.
• Oversee and Synthesize Advanced Research & Analysis, directing qualitative and quantitative research methodologies. You willfacilitateand lead strategic workshops, extracting profound insights and translating complex data into impactful, executable strategies, detailed personas, and comprehensive customer journey blueprints that inform strategic decisions.
• Champion Data-Driven Strategic Planning,leveragingsophisticated CRM platforms (e.g., Salesforce, Adobe Experience Cloud) and advanced analytics dashboards to drive strategic insights, inform critical decision‑making, and architect robust measurement frameworks that prove ROI.
• Own and Drive Strategic Deliverables, leading the development of integrated channel plans, complex ecosystem development, and significant new business pitches. You will be instrumental in crafting compelling brand narratives and elevating our thought leadership within the industry, positioning VML MAP as a strategic partner.

Who are you going to work with?

You will beinour dynamic Experience Strategy team at VML MAP. Your role demandsstrategicmentorship, guiding cross-functional collaboration with creative, media, data, CX, and performance marketing specialists to ensure unparalleled strategic alignment and deliver revolutionary work. You willcultivate deep, trusted relationships with senior-level clients,leveragingsophisticated data‑driven insights to influence their strategic decisions and drive significant business impact. Our culture values connection, belonging, and the power of differences, fostering an environment where you can thrive.

What do you bring to the table?

• Experience:7+ years of progressive experiencein CRM, customer experience strategy, or strategic planning roles,witha significant portiongained within a fast-paced, leading agency environment.Demonstrated success in developing and implementing large-scale, complex omni-channel strategies for major brands.
• Digital Marketing Mastery:Deep, comprehensiveexpertisein digital marketing channels, integrated customer engagement strategies, and emerging technologies, with a proven ability toleveragethem for strategic advantage.
• Advanced Technical & Data Proficiency:Expert-levelproficiencyand strategic oversightof leading CRM platforms (e.g., Salesforce Marketing Cloud, Adobe Experience Cloud, Braze), advanced analytics tools (e.g., Google Analytics 4, Adobe Analytics), and sophisticated segmentation and personalization methodologies. Ability to translate technical capabilities into strategic business outcomes.
• Executive Communication & Strategic Storytelling:Exceptional executive-level communication, presentation, and negotiation skills.Proven ability to craft highly compelling, data-backed strategic narratives that inspire, influence, and secure buy‑in from senior clients and internal stakeholders.
• Visionary Strategic Thinking:A highly developed capacity for macro-level strategic thinking, seamlessly connecting CRM, brand strategy, and the end-to-end customer experience into a cohesive and innovative vision. Ability toanticipatefuture trends and drive proactive strategic shifts.
• Leadership in Collaboration:A proven leader and mentorwho thrives in complex, cross-functional team environments. Ability to effectively guide, influence, and align diverse teams and senior stakeholders towards a unified strategic vision and execution.
• Strategic Program Management & Organization:Exceptional organizational and strategic project/program management skills.Proactive in overseeing complex initiatives, managing multiple high-priority deliverables with meticulous precision, and driving strategic outcomes.
• Inquisitive Leadership & Impact Orientation:An insatiable curiosity and relentless driveto push the boundaries of customer experience strategy. Eager to continuously growexpertise, foster a culture of innovation, and make a profound, measurable impact on client business and industry thought leadership.

A leader in personalized customer experiences

VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM.With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer‑centric.Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

A global network

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.

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.

VML is a WPP agency (NYSE: WPP). For more information, please visit www.vml.com, and follow along on Instagram, LinkedIn, and X.