Account Supervisor / Owner’s Club Strategy & Program Specialist (Embedded Role)

twentysix; Costa Mesa (CA); Hybrid; USD 60,000 - 140,000; Full time

Job summary

VML, part of WPP, is seeking an embedded Owner’s Club Strategy & Program Specialist to support the evolution of a automotive client’s Owner’s Club program, focusing on loyalty strategy, customer engagement, and CLV.

You will collaborate across CRM, partnerships, and agency teams to optimize benefits, experiences, and measurement, delivering customer-centric recommendations and aligning with the brand.

Qualifications

• 3–5 years in CRM, loyalty, or lifecycle marketing.
• Working knowledge of loyalty programs and customer lifecycle strategy.
• Understanding of CLV and retention drivers.
• Ability to contribute to customer-centric program development.
• Strong collaboration and communication skills.
• Exposure to loyalty programs with partner-enabled components.
• Experience integrating third-party offers into programs.
• Experience in automotive or similar industries.
• Familiarity with dealer/OEM environments.

Responsibilities

• Loyalty Strategy Support & Program Optimization: Support evolution of the Owner’s Club value proposition to improve engagement and CLV.
• Contribute recommendations on program enhancements including benefits and experiences.
• Evaluate program effectiveness through a customer-first lens.
• Support test-and-learn initiatives to improve performance.
• Help define and track program success metrics.
• Program & Experience Development: Support development of a cohesive Owner’s Club experience across the lifecycle.
• Ensure alignment with customer needs and expectations.
• Identify opportunities to enhance the member experience.
• Support integration across CRM and digital touchpoints.
• Ensure program is fully aligned with the client’s brand.
• Partnership-Enabled Value: Provide input on leveraging partnerships to enhance Owner’s Club benefits.
• Evaluate partner-driven value opportunities where relevant.
• Ensure alignment with customer value and program objectives.
• CRM & Owner’s Club Alignment: Support alignment between CRM communications and Owner’s Club experiences.
• Ensure coordinated engagement across customer touchpoints.
• Contribute to defining Owner’s Club role in the customer journey.
• Cross-Functional Collaboration: Collaborate with client teams and agency partners to support alignment.
• Contribute insights and recommendations.
• Support focus on customer and program outcomes.
• Program Coordination & Execution Support: Maintain visibility into workstreams and deliverables.
• Participate in working sessions and status meetings.
• Support continuity across initiatives.

Skills

CRM

Loyalty

Lifecycle marketing

CLV

Collaboration

Job description

Who We Are

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.

About WPP

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.

Owner'sClub &Program Specialist (Embedded Role)

Automotive Owner’s Club | CX Strategy & Loyalty Support

Role Overview

The Owner’s Club Strategy & Program Specialist supports the ongoing development and evolution of a automotive client ’s Owner’s Club program by contributing expertise in loyalty strategy, customer engagement, and Customer Lifetime Value (CLV). This role is an embedded partner to our automotive client’s Owner Engagement team and their agency partners, helping to strengthen the program’s value proposition and identify opportunities for enhancement. While this position includes coordination, its primary value is bringing informed perspective and actionable recommendations—not traditional account management alone.

About the Program

The Owner’s Club is a loyalty and engagement initiative designed to build long-term relationships with owners through exclusive benefits, personalized communications, and curated experiences. The program supports engagement, retention, and an enhanced ownership experience across the lifecycle.

Key Responsibilities

Loyalty Strategy Support & Program Optimization

• Support evolution of the Owner’s Club value proposition to improve engagement and CLV
• Contribute recommendations on program enhancements including benefits and experiences
• Evaluate program effectiveness through a customer-first lens
• Support test-and-learn initiatives to improve performance
• Help define and track program success metrics

Program & Experience Development

• Support development of a cohesive Owner’s Club experience across the lifecycle
• Ensure alignment with customer needs and expectations
• Identify opportunities to enhance the member experience
• Support integration across CRM and digital touchpoints
• Ensure program is fully aligned with the client’s brand

Partnership-Enabled Value (Supporting Capability)

• Provide input on leveraging partnerships to enhance Owner’s Club benefits
• Evaluate partner-driven value opportunities where relevant
• Ensure alignment with customer value and program objectives

Note: This role collaborates with the client’s Partnerships team but focuses on supporting owner value, not managing partnerships.

CRM & Owner’s Club Alignment

• Support alignment between CRM communications and Owner’s Club experiences
• Ensure coordinated engagement across customer touchpoints
• Contribute to defining Owner’s Club role in the customer journey

Cross-Functional Collaboration

• Collaborate with our client’s teams and their agency partners to support alignment
• Contribute insights and recommendations
• Support focus on customer and program outcomes

Program Coordination & Execution Support

• Maintain visibility into workstreams and deliverables
• Participate in working sessions and status meetings
• Support continuity across initiatives

Desired Skills & Experience

Required

• 3–5 years in CRM, loyalty, or lifecycle marketing
• Working knowledge of loyalty programs and customer lifecycle strategy
• Understanding of CLV and retention drivers
• Ability to contribute to customer-centric program development
• Strong collaboration and communication skills

Preferred

• Exposure to loyalty programs with partner-enabled components
• Experience integrating third-party offers into programs
• Experience in automotive or similar industries
• Familiarity with dealer/OEM environments

Core Competencies

• Customer Value Orientation
• Structured Thinking
• Customer-Centric Mindset
• Collaboration
• Curiosity & Initiative
• Attention to Detail

Success in This Role Looks Like

• Contributions that strengthen the Owner’s Club value proposition
• Improved alignment across CRM and program touchpoints
• Identification of opportunities to enhance engagement
• Effective collaboration across teams
• Consistent, structured program support

_$60,000—$140,000 USDWe 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.

VML is a WPP agency (NYSE: WPP). For more information,please visit www.vml.com, andfollowalong on Instagram,LinkedIn, andX.