Strategy Consulting Manager - CX

VML group; København; On-site; DKK 70,000 - 90,000; Full time

Job summary

VML group in Copenhagen is seeking a Strategy Consulting Manager to lead high-impact Customer Experience (CX) and CRM initiatives for top-tier global clients. This role emphasizes developing consumer-centric strategies and managing senior client relationships. The ideal candidate will have over 5 years of experience in strategy consulting, strong expertise in CX and CRM, and advanced analytical skills. The position offers significant professional development opportunities in a dynamic, collaborative environment.

Qualifications

• 5+ years of progressive strategy or management consulting experience.
• Demonstrated ability to lead complex CX/CRM projects independently.
• Proven expertise in customer journey mapping and loyalty programs.

Responsibilities

• Lead strategic work sessions and decision-making processes.
• Drive development of business cases and actionable roadmaps.
• Cultivate deep relationships with client executives.

Skills

CRM strategy development

Customer Experience (CX) expertise

Advanced analytical skills

Executive-level communication

Project management

Education

Master's degree in Business, Economics, Marketing or related field

Tools

Salesforce

Adobe Experience Cloud

Excel

PowerPoint

Job description

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.

Would you like to lead high-impact Customer Experience (CX) and CRM strategies for our global top-tier clients, driving significant business transformation and unlocking new levels of customer value? Are you a highly motivated, business-savvy professional ready to leverage your extensive strategy consulting experience to tackle complex challenges at the intersection of customer strategy, technology, and operations? Then you might be just the Strategy Consulting Manager we’re looking for!

As our client portfolio continues its rapid expansion, specializing in the development of consumer-centric strategies that effectively integrate creativity and data to cultivate valuable relationships between consumers and brands, we are seeking an experienced Strategy Consulting Manager to join our highly engaged, skilled, and expanding Customer & Business Strategy Consulting team. This role will have a particular emphasis on CX design and CRM transformation.

What will your day look like?

You will primarily engage with client leadership teams, often leading workstreams and engagements independently within the CX and CRM domain. Your assignments will focus on shaping strategic direction, including:

• Leading strategic work sessions with senior client stakeholders, facilitating critical decision-making processes around customer journey design, CRM capabilities, and CX innovation.
• Driving the development of robust business cases, strategic recommendations, and actionable roadmaps for CX enhancement and CRM platform optimization/implementation, ensuring alignment with client objectives and market realities.
• Orchestrating comprehensive customer research, journey mapping, and experience design activities, translating insights into tangible strategies for personalization, loyalty, and improved customer engagement.
• Conducting current state assessments of client CRM capabilities and MarTech stacks, identifying gaps and opportunities for improvement to drive customer lifetime value.
• Defining future-state CRM vision and requirements, contributing to technology selection (e.g., Salesforce, Adobe, Microsoft Dynamics, SAP CX) and implementation strategy.
• Owning the delivery of strategic frameworks and solutions, from initial concept to implementation planning, ensuring impact and value creation across the customer lifecycle.
• Cultivating and managing deep relationships with client executives, acting as a trusted advisor and thought partner on all matters related to customer strategy, experience, and CRM.
• Proactively identifying and developing new business opportunities within the CX/CRM space, contributing significantly to our firm’s growth and thought leadership.
• Providing guidance and mentorship to project team members, fostering a high-performance culture and ensuring the quality of deliverables without direct line management responsibilities.
• Shaping and evolving our proprietary CX/CRM offerings and methodologies, contributing directly to the firm’s intellectual capital and competitive edge.

Who are you going to work with?

You will join a team of highly skilled consultants and become part of a dynamic and international environment where you will have ample opportunity to further develop your personal and professional leadership skills. Your role will involve significant collaboration with cross-functional experts and professionals from our technology, data science, creative, and client teams across our global offices. We are a leader within our field and are a transformation partner for some of the most admired brands in the world.

What do you bring to the table?

You possess a self-starter and can-do mentality, thriving in complex environments while maintaining a structured approach and meticulous attention to strategic detail. You demonstrate a superior ability to collect, analyze, and synthesize diverse qualitative and quantitative data, establishing profound insights and crafting compelling, executive-ready narratives.

With your advanced reasoning skills, you can interpret extensive and ambiguous information, navigating multiple abstract and concrete variables to form robust strategies. You excel at building and managing high-level stakeholder relationships, and in addition, you have:

• A relevant master's degree; preferably within Business, Economics, Marketing, or a related quantitative field.
• 5+ years of progressive strategy or management consulting experience from a top-tier consulting firm or Big 4 environment, with a significant focus on Customer Experience (CX) and Customer Relationship Management (CRM) initiatives.
• Proven expertise in developing and implementing CX strategies (e.g., customer journey mapping, segmentation, personalization, loyalty programs) and CRM strategies (e.g., platform selection, roadmap definition, capability assessment, MarTech integration).
• Deep understanding of leading CRM platforms (e.g., Salesforce, Adobe Experience Cloud, and Braze) and their strategic application.
• Demonstrated ability to lead complex projects and workstreams independently, taking full ownership of deliverables and client outcomes in CX/CRM transformation.
• Exceptional executive-level writing, presentation, and interpersonal communication skills, with a proven ability to influence senior stakeholders on customer-centric topics.
• High proficiency in advanced analytical tools, Excel, and PowerPoint for executive communication, particularly for presenting CX insights and CRM value propositions.
• Superior analytical and complex problem-solving abilities, capable of dissecting customer and technology challenges and formulating innovative solutions.
• A willingness to travel internationally as required to meet client and project demands.

WPP (VML MAP) 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.