Strategy Consulting Director - Loyalty

VML MAP; Greater London; On-site; GBP 95,000 - 130,000; Full time

Job summary

VML MAP is seeking a strategic leader to transform customer relationships through loyalty strategy. With over 8 years in management consulting, you will drive business development, oversee complex strategy engagements, and mentor teams. Expertise in CRM and CX transformations is essential, as is a strong ability to manage client relations with C-suite executives. This role involves significant domestic and international travel to meet client demands. Join us at VML MAP, a part of WPP, as we cultivate a culture of respect and equal opportunity.

Qualifications

• 8+ years of experience in strategy or management consulting from a top-tier firm.
• Proven expertise in loyalty strategy, including program design and customer retention.
• Strong business development acumen with a history of contributing to revenue growth.

Responsibilities

• Serve as primary client lead, understanding long-term vision and value creation opportunities.
• Drive business development and lead proposal development for new engagements.
• Lead design and delivery of large-scale strategy engagements, ensuring successful outcomes.

Skills

Loyalty strategy

Business development

Client relationship management

CX transformation

CRM systems

Education

Relevant bachelor's degree (advanced degree preferred)

Tools

Salesforce

Adobe Experience Cloud

Braze

Job description

About the Role

A strategic leader focused on transforming customer relationships with deep expertise in Loyalty strategy, building high‑performing teams, and driving significant business growth.

Responsibilities

• Serve as the primary strategic client lead for key accounts, owning executive relationships, understanding their long‑term vision, and proactively identifying opportunities for value creation; act as a trusted advisor to C‑suite executives.
• Drive business development efforts, including identifying new opportunities, leading proposal development, and securing new engagements and account growth within the portfolio.
• Lead the overall design and delivery of large‑scale, complex strategy engagements, ensuring successful outcomes, client satisfaction, and adherence to budget and timelines.
• Provide senior strategic oversight and quality assurance for all deliverables, ensuring insights are actionable, recommendations are robust, and presentations are executive‑ready; shape innovative loyalty program design, customer retention initiatives, personalization frameworks, and value proposition enhancement.
• Drive the integration of CX, CRM, and data‑analytics capabilities into comprehensive customer strategies.
• Lead, manage, and mentor multi‑disciplinary delivery teams, fostering a culture of excellence, collaboration, and continuous improvement; oversee professional development and performance management of consultants at all levels.
• Actively contribute to recruiting, training, and retaining top‑tier consulting talent.
• Develop and evolve proprietary offerings and methodologies in Loyalty, CX, and CRM, positioning the firm as a market leader and contributing to firm‑wide intellectual capital through white papers, industry speaking, and brand reputation enhancement.

Qualifications

• Relevant bachelor’s degree (advanced degree preferred but not required).
• 8+ years of progressive strategy or management consulting experience from a top‑tier consulting firm or Big 4 environment.
• Deep, proven expertise as a Senior Subject Matter Expert in Loyalty strategy, including program design, technology integration, customer retention, and personalization at scale.
• Extensive experience leading large‑scale CX and CRM transformation initiatives, with comprehensive understanding of platforms such as Salesforce, Adobe Experience Cloud, and Braze.
• Track record of successfully leading multiple complex engagements, managing client expectations, and consistently exceeding delivery objectives.
• Proven ability to lead, develop, and mentor high‑performing consulting teams, fostering individual growth and collective success.
• Exceptional client relationship management skills, with a history of building and sustaining trusted advisor relationships with C‑suite and executive‑level clients.
• Strong business development acumen, with a track record of identifying new opportunities, scoping projects, and contributing to significant revenue growth.
• Outstanding executive‑level communication (written, verbal, presentation) and negotiation skills, capable of influencing critical decisions.
• Advanced proficiency in strategic frameworks, analytical tools, and executive presentation platforms.
• Willingness and flexibility to undertake significant domestic and international travel to meet client and project demands.

About WPP

WPP is a trusted growth partner for leading brands, delivering media intelligence, data solutions, creativity, and strategic counsel across a global network of specialists.

Equal Opportunity Employer

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 where everyone feels they belong and has the same opportunities to progress in their careers.