Senior Project Manager

VML; Toronto; Hybrid; CAD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid work model

Office presence four days a week

Job summary

VML is seeking a Senior Project Manager to lead end-to-end CRM/CX programs, driving enterprise-scale initiatives that improve customer experiences and business outcomes.

You will own discovery through launch, manage roadmaps, risks, and executive reporting, and partner with product, design, and engineering teams. A strong background in Agile and CRM platforms (Salesforce) is required; PMP/PMI-ACP/SAFe CSP certifications are a plus.

Qualifications

• 5+ years of project management experience in CRM/CX transformations.
• Proven experience delivering enterprise-scale projects in fast-paced environments.
• Strong stakeholder communication, executive reporting, and risk management skills.
• Knowledge of CRM platforms, customer data models, and journey frameworks.
• Bachelor's degree in Business, Technology, or related field (or equivalent).
• Certifications such as PMP, PMI-ACP, SAFe, CSP are a plus.

Responsibilities

• Own end-to-end delivery of CRM/CX programs from discovery to launch and post-go-live support.
• Develop and maintain integrated roadmaps, risk registers, and status reports for stakeholders.
• Facilitate sprint planning, backlog grooming, retrospectives, and release coordination across Agile teams.
• Collaborate with Product, Design, and Engineering to translate solutions into customer outcomes.
• Maintain CX-first mindset and partner with executive sponsors and vendors.

Skills

Project management

Agile / Scrum

Stakeholder communication

Executive reporting

Risk management

CRM knowledge

Customer data models

Customer journey frameworks

Jira

Confluence

Smartsheet

Azure DevOps

Education

Bachelor's degree in Business/Technology

Tools

Salesforce (Sales Cloud / Service Cloud / Marketing Cloud)

Jira

Confluence

Smartsheet

Azure DevOps

Job description

Who We AreVML 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.About the RoleWe are looking for a strategic, results-driven Senior Project Manager with a strong foundation in CRM and Customer Experience (CX) to lead the end-to-end delivery of high-impact, enterprise-scale initiatives. In this role, you will serve as the connective tissue between business stakeholders, technical teams, and executive leadership — ensuring every project is delivered on time, within scope, and aligned to meaningful customer outcomes.Key ResponsibilitiesProject & Program DeliveryOwn 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.CRM & Customer ExperienceDrive 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.Stakeholder & Vendor ManagementAct 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.Required Qualifications5+ 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).Nice to haveHands-on experience with Salesforce (Sales Cloud, Service Cloud, or Marketing Cloud) (a plus).Proficiency in Jira for sprint management, epic/story tracking, and release coordination (a plus).Familiarity with tools such as Confluence, Smartsheet, or Azure DevOps.PMP, PMI-ACP, SAFe Agilist, or Certified Scrum Professional (CSP) certification.Salesforce Administrator or Consultant certification is a bonus.Exposure to AI-driven CRM capabilities (e.g., Salesforce Einstein, Agentforce) is highly desirable.We 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.When you click \"Submit Application\", this will send any information you add below to VML. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.