Senior Experience Strategist

VML/WPP Enterprise Solutions; Toronto; On-site; CAD 65,000 - 115,000; Full time

Job summary

VML MAP in Toronto is seeking a Senior Experience Strategist to lead groundbreaking omni-channel customer experience initiatives, driving engagement and lifetime value for top clients. You will shape strategic roadmaps and work across CX, data, and creative teams to craft compelling brand narratives.

Ideal candidates bring 7+ years in CRM/strategy, deep digital marketing mastery, and a track record of data-driven storytelling that informs executive decisions.

Qualifications

• 7+ years in CRM or strategy roles with agency experience.
• Strong background in omni-channel customer journeys and personalization.
• Proven ability to translate data into strategic plans and client value.

Responsibilities

• Define overarching vision and strategic frameworks for complex CX interactions.
• Architect CRM strategies across email, apps, social, and emerging platforms.
• Lead cross-functional teams and align CX, performance marketing, and data.
• Direct qualitative and quantitative research; extract actionable insights.
• Leverage Salesforce Marketing Cloud and Adobe Experience Cloud for ROI.
• Develop integrated channel plans and contribute to new business pitches.

Skills

CRM strategy

Digital marketing

Executive communication

Leadership

Strategic thinking

Program management

Cross-functional collaboration

Data analytics

Tools

Salesforce Marketing Cloud

Adobe Experience Cloud

Braze

Google Analytics 4

Adobe Analytics

Job description

MAP | WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses.

About WPP

MAP 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.

We are seeking an experienced and visionary Senior Experience Strategist to lead the development and execution of groundbreaking omni-channel strategies that drive unparalleled engagement, foster deep loyalty, and maximize lifetime value for our top-tier clients. If you possess a proventrack record of strategic leadership at the intersection of customer experience, data, and complex digital ecosystems, and thrive on making a transformative impact within 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 Relationships by defining the overarching vision and strategic frameworks for 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, and emerging platforms, 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 will facilitate and 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, leveraging sophisticated 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 be in our dynamic Experience Strategy team at VML MAP. Your role demands strategic mentorship, guiding cross-functional collaboration with creative, media, data, CX, and performance marketing specialists to ensure unparalleled strategic alignment and deliver revolutionary work. You will cultivate deep, trusted relationships with senior-level clients, leveraging sophisticated 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 experience in CRM, customer experience strategy, or strategic planning roles, with a significant portion gained 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, comprehensive expertise in digital marketing channels, integrated customer engagement strategies, and emerging technologies, with a proven ability to leverage them for strategic advantage.
• Advanced Technical & Data Proficiency: Expert-level proficiency and strategic oversight of 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 to anticipate future trends and drive proactive strategic shifts.
• Leadership in Collaboration: A proven leader and mentor who 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 drive to push the boundaries of customer experience strategy. Eager to continuously grow expertise, 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.

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$65,000 - $115,000 CAD

WPP (MAP/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.