Experience Strategy Director

VML MAP A/S; København; On-site; DKK 1,000,000 - 1,800,000; Full time

Job summary

MAP | WPP Enterprise Solutions seeks an Experience Strategy Director to lead how connected customer experiences are shaped for global clients. You’ll own the end-to-end CX strategy across personalization, loyalty, CRM, and marketing automation, turning insights into engaging, measurable interactions.

You’ll manage client relationships at senior levels, collaborate with strategists, technologists, data specialists, and creatives, and evangelize our service lines while driving new business growth

Qualifications

• Proven track record leading complex CX, CRM, personalization, or loyalty engagements.
• Deep fluency in the platforms and data models behind connected customer experience.

Responsibilities

• Set the strategic direction for experience across marketing automation, personalization, loyalty, and CRM.
• Own end-to-end customer experience for global clients, ensuring engaging and commercially viable interactions.
• Build and own relationships with client leadership and key stakeholders at senior levels.
• Lead and evangelize MAP's experience strategy service lines and pursue major new business opportunities.

Skills

CX strategy

CRM

Personalization

Loyalty

Stakeholder management

Cross-cultural collaboration

Tools

Salesforce Marketing Cloud

Adobe Experience Cloud

Braze

Job description

Who We Are

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.

WPP Enterprise Solutions MAP is looking for an Experience Strategy Director to lead where connected customer experience goes next – for our clients, and for the capability itself. You'll bring deep expertise in CRM, personalization, and loyalty to a portfolio of global clients, and help set the direction for how we build first-party-data-driven experiences at scale.

What will your day look like?

As an Experience Strategy Director, you set the strategic direction for how we build cohesive, customer-first experiences across marketing automation, personalization, loyalty, and CRM for a portfolio of global clients. You will own the end-to-end customer experience, translating business opportunities into outcomes that are as engaging for consumers as they are commercially viable for our clients, staying close to the data, technology, and capabilities that turn that strategy into real, compelling interactions.

Your role is highly client-facing and you’ll build and own relationships with client leadership and key stakeholders, both internally and externally, pushing innovative thinking and setting the bar for best-in-class solutions across everything your portfolio delivers. You'll work closely with the wider client team – strategists, technologists, data specialists, and creatives – steering their work toward a single, connected vision of the customer experience.

You’ll lead complex client engagements across your accounts, bringing deep specialist expertise within a core proposition such as personalization or loyalty. You're also a driving force behind the experience strategy capability itself – evangelizing and refining our experience strategy service lines, educating strategists and clients alike, and leading major new business pursuits that grow our footprint.

Client Delivery

• Set the strategic direction for your accounts, applying deep specialist expertise within a core proposition such as personalization or loyalty to every engagement.


• Own strategic impact, delivery quality, and client satisfaction across your accounts, while keeping utilization and billability healthy across your client teams.


• Act as a strategic partner and thought leader to client leadership, shaping their broader CX and marketing strategy, not just the immediate brief in front of you.


• Maximize the output of client and project teams to deliver high-quality work across several concurrent, often complex, workstreams.

Practice Development & Innovation

• Evangelize and evolve MAP's experience strategy service lines and methodologies, keeping the practice ahead of client needs, not just level with them.


• Educate clients, strategists at every level, and colleagues across capabilities on experience strategy propositions and ways of working.


• Evaluate and refine existing service lines and frameworks so they scale consistently across clients, industries, and portfolios.


• Develop the strategists working alongside you, sharing your expertise and helping shape the next generation of experience strategy talent.

Business Development

• Lead or act as primary strategy advisor on major new business pursuits, converting opportunities into profitable, long-term engagements.

Who are you going to work with?

• You’ll report to the Global Head of Experience Strategy, based in Copenhagen.


• This is a highly client-facing role: you'll work closely with client teams across our global network of agencies and offices.


• You’ll collaborate daily with the wider MAP capabilities, including technology, data, design, business consulting, and client services.

What do you bring to the table?

• A proven track record leading complex CX, CRM, personalization, or loyalty engagements, in an agency, consultancy, or in-house.


• Deep fluency in the platforms and data models behind connected customer experience, such as Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, or similar, and the judgment to know where they add value and where they don't.


• Strong commercial acumen: comfortable owning the profitability, utilization, and health of a client portfolio.


• A natural teacher, able to bring strategists and clients along on complex thinking, not just present it to them.


• Excellent stakeholder management across global, matrixed environments.


• A global perspective and flair for cross-cultural collaboration, particularly between the US and Europe.

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.