Experience Strategy Manager

Wunderman Thompson (DBA VML); Austin (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Wunderman Thompson (DBA VML) in Austin, Texas is seeking an Experience Strategy Manager who will drive strategic initiatives across CRM and marketing automation. The ideal candidate will possess 8–10 years of experience, leading teams and guiding client projects with a focus on customer experience.

This role involves creating customer-centric strategies and managing relationships with key clients, ensuring seamless execution of innovative omni-channel journeys. Join a collaborative team and help shape world-class experiences for leading brands in a vibrant environment.

Qualifications

• 8–10 years of progressive experience in CRM, marketing automation, and CX strategy.
• Experience managing or mentoring junior team members.
• Strong strategic understanding of leading marketing automation platforms.

Responsibilities

• Own and execute strategic blueprints for key clients.
• Lead major client workstreams with autonomy.
• Design and optimize complex omni-channel customer journeys.

Skills

CRM Strategy

Marketing Automation

Customer Experience Strategy

Presentation Skills

Team Leadership

Tools

Salesforce Marketing Cloud

Adobe Marketing Cloud

HubSpot

Braze

Job description

Experience Strategy Manager

We are looking for a strategic thinker who is passionate about creating world‑class customer experiences in Marketing Automation, Personalization, Loyalty, and CRM. The ideal candidate will thrive on owning and delivering experience strategies for global brands.

Responsibilities

As an Experience Strategy Manager, you will be the strategic anchor for specific clients or major workstreams, ensuring a cohesive, customer‑first approach across marketing automation, personalization, loyalty, CRM, and the wider connected customer experience ecosystem.

• Own and execute strategic blueprints and customer‑centric frameworks for key clients, turning data‑driven insights into connected customer experiences.
• Lead major client workstreams with autonomy, positioning experience strategy as a central pillar of the client's business growth.
• Manage and mentor junior‑to‑mid‑level strategists, providing day‑to‑day guidance, feedback, and career support.
• Design and optimize sophisticated omni‑channel customer journeys, seamlessly integrating data, technology, content, and consumer insights.
• Foster collaboration across disciplines (creative, CX/UX, tech, and data) to ensure strategic recommendations are seamlessly brought to life.
• Present to and influence senior client stakeholders, acting as a trusted day‑to‑day partner and advisor on marketing transformation.

Work Environment

You will lead the strategic output for key client accounts, working alongside a talented team of Experience Strategists. You will partner closely with Account Leadership, Data Specialists, and Technology Leads to operationalize your strategies into market‑leading deliverables. You will also collaborate with global counterparts at HQ in Copenhagen to share knowledge, align on methodologies, and drive cross‑continental innovation.

Qualifications

We are looking for a seasoned strategist with a proven track record of designing and executing CRM and marketing automation strategies. Comfort presenting complex strategic ideas to senior clients is essential. You should have a collaborative mindset, thrive in fast‑paced agency environments, and be ready to take ownership of a client portfolio.

• 8–10 years of progressive experience in CRM, marketing automation, and CX strategy, ideally within an agency or consulting environment.
• Strong strategic understanding of leading marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Marketing Cloud, Braze, HubSpot) and how to leverage them to drive personalization.
• Proven experience managing or mentoring junior team members and leading project workstreams.
• Excellent communication and presentation skills, with the ability to articulate strategic concepts clearly to both technical and non‑technical audiences.
• Experience working in cross‑functional environments (creative, tech, data) and a desire to collaborate with global, multicultural teams.
• Prior experience working with clients in the automotive sector or other complex, luxury industries is a strong advantage.

Equal Opportunity Statement

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.