Senior CRM Strategist

Dormont Manufacturing Co; Austin (TX); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

VML MAP is seeking a Senior CRM Strategist in a dynamic, international environment. You will own and drive omnichannel CRM strategies, guiding the development of integrated channel plans that shape journeys across email, mobile apps, social media, and new platforms.

Work with CX, performance marketing, creative, media, and data teams to optimize end-to-end customer engagement. You will facilitate strategic workshops, translate insights into executable strategies, and craft personas and journey

Qualifications

• Strong experience in CRM, customer experience strategy, or strategic planning roles.
• Global outlook: experience delivering CRM strategies for large-scale global clients.
• Self-starter: ability to impact quickly and become a trusted expert.
• Strong communication skills: present confidently and lead client meetings/workshops.

Responsibilities

• Work in a smaller client strategy team within the broader Experience Strategy group.
• Own and drive strategic deliverables, develop integrated channel plans and journeys across touchpoints.
• Lead cross-functional collaboration between CX, performance marketing, creative, media, and data teams.
• Synthesize research and analysis; run workshops and translate data into actionable strategies and personas.
• Craft compelling narratives and elevate VML MAP as a strategic partner.

Skills

CRM strategy

Global outlook

Self-starter

Communication skills

Storytelling

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 unitecutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counselin 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.

We areseekinga Senior CRMStrategisttodrivethe development and execution of omnichannelCRMstrategiesfor one of our top-tier global clients.

If you possessaproventrack recordof strategicthinkingat the intersection of customer experience, data, and digital ecosystems, and thrivewithin a dynamic agency environment,then we would love to hear from you.

What will your day look like?

As a Senior CRMStrategist, you will:

• Beworking in a smaller client strategy team as part of a broader and growing Experience Strategy team at VML MAP with colleagues around the globe.

• Own anddrivestrategicdeliverables, leading the development ofintegratedchannel plansthat definethe overarchingstrategyacross diverse touchpointsand journey creation.Guide the integration of these strategies across criticaldigital ecosystems, including email, mobile apps, social media, andemergingplatforms, ensuring cohesive and impactful customer experiences.

• Lead and Influence Cross-Functional Teams, serving as the strategic bridge between CX, performance marketing, creative, media, and data teams. You will drive optimization of end-to-end customerengagement,ensuring strategic alignment and seamless execution.

• Oversee andsynthesizeresearchand analysis.You willfacilitateand lead strategic workshops, extracting insights and translating complex data into impactful, executable strategies, detailed personas, and comprehensive customer journey blueprints that inform strategic decisions.

• Craft compelling narratives and elevate ourthought leadership within the industry, positioning VML MAP as a strategic partner.

Who are you going to work with?

At VML MAP, you will become part of a dynamic and international environment with strong opportunities for both personal and professional development.

You will collaborate closely with specialists across the wider VML MAP organization - including experts in technology, data, creative, and client leadership - across our global offices.

You will also work directly with client stakeholders across multiple functions, including marketing, sales, digital, and technology. Our global client base spans industries such as FMCG, retail, fashion, automotive, and financial services. In addition, you will be working with our clients, both management and specialists, across many of their functions including marketing, sales, digital, and technology. Our global clients span across multiple industries including FMCG, retailers, fashion, automotive, and financial services.

What do you bring to the table?

• Strong experiencein CRM, customer experience strategy, or strategic planning roles. Both agency and client-side experiencearewelcomed.

• Global outlook: experience working on anddelivering CRM strategies and communications for alarge-scaleglobal client.

• Self-Starter: the ability to make an impact quickly,identifythe opportunities and become a trusted expert in the team and by the client.

• Strongcommunicationskills: ability to present confidently and lead client meetings and workshops.

• Storytellingprowess:Proven ability to craft compelling, data-backed strategic narratives that inspire, influence, and secure buy-in from senior clients and internal stakeholders.

• Collaborativeenergy: Experience working as part of a wider client team todeliverwork to a high standard collectively.

A leader in personalized customer experiences

VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM.With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world’s most admired brands to help them on their transformation journey to becoming truly customer-centric.Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

A global network

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.

We 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, and X.