Senior CRM Strategist

MAP; Austin (TX); On-site; USD 80,000 - 100,000; Full time

Job summary

MAP is seeking a Senior CRM Strategist in Austin, Texas, to lead the development and execution of omnichannel CRM strategies for global clients. The ideal candidate will possess strong CRM experience and strategic planning skills, bringing compelling narratives to guide client stakeholders across various functions.

You will collaborate with a dynamic team, optimizing customer engagement and ensuring seamless execution of strategies, while also playing a pivotal role in the agency's innovative approach to customer relationships.

Qualifications

• Strong experience in CRM, customer experience strategy, or strategic planning roles.
• Experience delivering CRM strategies for large-scale global clients.
• Ability to present confidently and lead client meetings.

Responsibilities

• Drive development and execution of omnichannel CRM strategies.
• Lead and influence cross-functional teams for optimized customer engagement.
• Facilitate strategic workshops to extract insights from data.

Skills

CRM experience

Customer experience strategy

Strategic planning

Strong communication

Storytelling proficiency

Collaborative teamwork

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.

We are seeking a Senior CRM Strategist to drive the development and execution of omnichannel CRM strategies for one of our top-tier global clients.

If you possess a proven track record of strategic thinking at the intersection of customer experience, data, and digital ecosystems, and thrive within a dynamic agency environment, we would love to hear from you.

What will your day look like?

As a Senior CRM Strategist, you will:

• Be working 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 and drive strategic deliverables, leading the development of integrated channel plans that define the overarching strategy across diverse touchpoints and journey creation. Guide the integration of these strategies across critical digital ecosystems, including email, mobile apps, social media, and emerging platforms, 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 customer engagement, ensuring strategic alignment and seamless execution.
• Oversee and synthesize research and analysis. You will facilitate and 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 our thought 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 experience in CRM, customer experience strategy, or strategic planning roles. Both agency and client-side experience are welcomed.
• Global outlook: experience working on and delivering CRM strategies and communications for a large-scale global client.
• Self‑Starter: the ability to make an impact quickly, identify the opportunities and become a trusted expert in the team and by the client.
• Strong communication skills: ability to present confidently and lead client meetings and workshops.
• Storytelling prowess: Proven ability to craft compelling, data‑backed strategic narratives that inspire, influence, and secure buy‑in from senior clients and internal stakeholders.
• Collaborative energy: Experience working as part of a wider client team to deliver work 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.

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.