Experience Strategy Lead

Are you a visionary strategic leader passionate about pioneering world-class customer experiences within the intricate realms of Marketing Automation, Personalization, Loyalty, and CRM? Do you possess an unparalleled strategic acumen and thrive on spearheading transformative experience strategies for a portfolio of global clients? Then you might be the Experience Strategy Lead that we are looking for!

What will your day look like

As an Experience Strategy Lead, you will serve as the principal architect and visionary champion for end-customers, consistently embedding a cohesive, customer-first approach across marketing automation, personalization, loyalty, CRM, and the wider connected customer experience ecosystem. Your ultimate mission will be to redefine the paradigm of brand-consumer engagement.

You will be strategically building, developing, and inspiring a high-performing North American Experience Strategy team, establishing a center of excellence across Austin and Toronto. You will operate with significant autonomy, while ensuring seamless integration and unity with our global team. Your leadership will foster deep collaboration across VML MAP’s global offices, ensuring methodologies and ways of working are consistently evolved and applied at the highest standard.

We expect you to provide unparalleled thought leadership and hands-on strategic direction through direct contributions to high-impact projects. You will be instrumental in influencing C-level stakeholders to harness the transformative power of data and advanced technology, crafting state-of-the-art experiences for our clients. Your role will demand you to be a preeminent client partner, cultivating deep strategic relationships with executive leadership, catalyzing innovation, and driving transformative shifts to deliver market-defining solutions.

More specifically, your tasks will include:

• Architecting and globally scaling VML MAP’s proprietary frameworks and methodologies, orchestrating the strategic blueprint for groundbreaking, data-driven connected customer experiences for our clients and their customers.

• Spearheading high-impact client engagements, positioning experience strategy as the central pillar of client success and long-term value creation.

• Providing visionary leadership and mentorship to elevate the North American Experience Strategy team, fostering a culture of innovation, continuous learning, and professional mastery.

• Serving as a preeminent consultant, both internally and externally, on the design and optimization of sophisticated omni-channel customer journeys, seamlessly integrating data, technology, content, and deep consumer insights.

• Forging and championing cross-functional synergy across all experience disciplines (strategy, creative, CX/UX, producers), ensuring the delivery of pioneering solutions and unparalleled client satisfaction. Proactively driving collaboration across the wider MAP organization, from advanced tech and data capabilities to diverse consulting practices.

Who are you going to work with?

You will be the strategic leader of a high-performing team of Experience Strategists, forging strategic alliances with executive leadership across Client Services, Data, and Technology departments. Simultaneously, you will interface with and influence senior creative directors, program leads, principal data scientists, and lead developers, who will operationalize complex strategies into market-leading client deliverables. As our Experience Strategy Lead, you will be the definitive voice and strategic pillar for experience strategy across North America, driving deep, synergistic collaboration with global Experience Strategy counterparts, particularly at our HQ in Copenhagen, to cultivate a unified, world-class strategic offering and ensure seamless cross-continental knowledge transfer and innovation.

What do you bring to the table?

We're looking for a seasoned executive with profound mastery and demonstrated success in orchestrating large-scale CRM transformations. Your expertise seamlessly bridges advanced communication methodologies with visionary strategy, demonstrating the agility to navigate between deeply technical and profoundly human-centric paradigms. Possessing exceptional gravitas and executive presence, you are adept at cultivating trusted advisor relationships with C-suite clients, fearlessly challenging conventional thinking to drive groundbreaking outcomes. You embody a truly global mindset, possessing an innate aptitude for cultivating high-impact cross-cultural collaboration and fostering seamless strategic alignment across international operations.

Ideally, you have:

• An advanced degree (Master's or Ph.D.) in Marketing, Business Administration, Strategic Communications, or a related field, or equivalent executive leadership experience.

• A minimum of 10-15+ years of progressive leadership experience, demonstrating a profound, full-stack mastery of CRM strategy and execution at enterprise scale, encompassing technological architecture, advanced data utilization, sophisticated marketing communications, and cutting-edge content & customer-centric design principles.

• Deep, strategic command of leading marketing automation platforms (e.g., Adobe Marketing Cloud, Salesforce Marketing Cloud, Braze, HubSpot) and their potential for transformative business impact.

• Exceptional executive-level communication, negotiation, and presentation skills (oral, written, and visual), capable of articulating complex strategies to diverse, senior audiences.

• Demonstrated track record of orchestrating complex cross-cultural collaborations, particularly across North American and European markets, fostering highly productive and integrated global teams.

• Proven ability to thrive and lead with impact within agile, entrepreneurial, and highly collaborative global organizational structures, prioritizing strategic influence and results over rigid hierarchy.

• Prior experience within the automotive sector or other complex, high-value consumer goods/services industries is a distinct advantage.

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.

For more information, please visit our website, and follow VML MAP on our social channels via Instagram, LinkedIn and X.

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