What are the responsibilities and job description for the Experience Strategy Manager position at Wunderman Thompson (DBA VML)?
WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40 markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients' businesses.
Are you a strategic thinker passionate about creating world-class customer experiences within the realms of Marketing Automation, Personalization, Loyalty, and CRM? Do you possess strong strategic acumen and thrive on owning and delivering experience strategies for global brands? Then you might be theExperience Strategy Managerwe are looking for!
What will your day look like?As anExperience 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.
You will own the day-to-day strategic delivery for your assigned accounts, working with autonomy to turn complex client briefs into actionable, data-driven customer journeys. In this role, you will also help guide and mentor mid-level and junior strategists within our North American Experience Strategy team (across Austin and Toronto), ensuring our methodologies are applied to the highest standard.
You will collaborate closely with cross-functional teams in North America and globally, bridging the gap between creative, data, and technology to deliver impactful solutions.
More specifically, your tasks will include:
- Owning and executingstrategic blueprints and customer-centric frameworks for key clients, turning data-driven insights into connected customer experiences.
- Leading major client workstreamswith autonomy, positioning experience strategy as a central pillar of the client's business growth.
- Managing and mentoringjunior-to-mid-level strategists, providing day-to-day guidance, feedback, and career support.
- Designing and optimizingsophisticated omni-channel customer journeys, seamlessly integrating data, technology, content, and consumer insights.
- Fostering collaborationacross disciplines (creative, CX/UX, tech, and data) to ensure strategic recommendations are seamlessly brought to life.
- Presenting to and influencing senior client stakeholders, acting as a trusted day-to-day partner and advisor on marketing transformation.
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. As an Experience Strategy Manager, you will also collaborate with our global Experience Strategy counterparts, particularly at our HQ in Copenhagen, to share knowledge, align on methodologies, and drive cross-continental innovation.
What do you bring to the table?We are looking for a seasoned strategist with a proven track record of designing and executing CRM and marketing automation strategies. You bridge the gap between technical platforms and human-centric design, and you are comfortable presenting complex strategic ideas to senior clients. You have a collaborative mindset, thrive in fast-paced agency environments, and are ready to take ownership of a client portfolio.
Ideally, you have:
- Experience:8-10 yearsof progressive experience in CRM, marketing automation, and CX strategy, ideally within an agency or consulting environment.
- Platform Knowledge: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.
- Leadership:Proven experience managing or mentoring junior team members and leading project workstreams.
- Communication:Excellent communication and presentation skills, with the ability to articulate strategic concepts clearly to both technical and non-technical audiences.
- Collaboration:Experience working in cross-functional environments (creative, tech, data) and a desire to collaborate with global, multicultural teams.
Industry Experience:Prior experience working with clients in the automotive sector or other complex, luxury industries is a strong advantage.
A leader in personalized customer experiencesVML 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 networkWe 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.
#LI-NAMER
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, visitWPP.com.
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.
When you click "Apply now" below, your information is sent to MAP/VML. To learn more about how we process your personal data during when you apply for a role with us, on how you can update your information or have the information removed please read ourPrivacy policy. California residents should read ourCalifornia Recruitment Privacy Notice.
Wunderman Thompson is an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability, or other protected group status. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.