Experience Strategy Director: CX & Personalization Leader

Wunderman Thompson MAP; København; On-site; DKK 1,500,000 - 2,100,000; Full time

Job summary

MAP | WPP Enterprise Solutions is seeking an Experience Strategy Director to lead where connected customer experience goes next for global clients. You’ll bring deep expertise in CRM, personalization, and loyalty to a portfolio and help set the direction for first-party-data-driven experiences at scale.

You will be highly client-facing, developing relationships with client leadership and stakeholders, and collaborating with strategists, technologists, data specialists, and creatives to deliver a

Qualifications

• Proven track record leading complex CX, CRM, personalization, or loyalty engagements, in an agency, consultancy, or in-house.
• Fluent in platforms and data models behind connected customer experience, such as Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, or similar.
• Strong commercial acumen: comfortable owning profitability, utilization, and health of a client portfolio.
• Natural teacher, able to bring strategists and clients along on complex thinking.
• Global perspective and cross-cultural collaboration, particularly between the US and Europe.

Responsibilities

• Set the strategic direction for accounts, applying deep specialist expertise within 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.
• 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.

Skills

CX strategy

CRM expertise

Personalization

Loyalty programs

Client leadership

Tools

Salesforce Marketing Cloud

Adobe Experience Cloud

Braze

Job description

MAP | WPP Enterprise Solutions is seeking an Experience Strategy Director to lead where connected customer experience goes next for global clients. You’ll bring deep expertise in CRM, personalization, and loyalty to a portfolio and help set the direction for first-party-data-driven experiences at scale.

You will be highly client-facing, developing relationships with client leadership and stakeholders, and collaborating with strategists, technologists, data specialists, and creatives to deliver a