CX/CRM Strategist (1 year contract)

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 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.

CX / CRM Strategist (1 year contract)

Who we are looking for: 

VML Canada is looking for a motivated CX / CRM Strategist to join our growing CX team creating complete customer experiences for Canadian and American clients. Reporting to the CSO and working closely with a CX Strategy Director you will collaborate across a portfolio of brands to play a critical role in solving real brand (business) problems through empathy and innovation. Digital experience planning is important as is having a base knowledge of CRM as a skillset

What you’ll do:  

• Empathize| You will dig into the category, customer and business by reviewing data, analyzing the competition, running surveys and interviewing stakeholders or audience members
• Connect | You will help to solve problems that consider the brand world they exist within, translating all that insight you mined into valuable opportunities and impact
• Guide | You will act as a consistent, reliable source of insight to keep teams honest and focused through presentations, reviews and documentation preparation
• Partner | You will collaborate with brand strategists, designers, copywriters, account leads and clients for optimal results
• Forecast | You will keep your finger firmly on the pulse of innovation, brand and culture to share with your teammates  
• Measure | You will evaluate the performance of previous launches to ensure we are continuously improving our output

Who you are: 

You are passionate about the future technology enables for brands and their customers. You are continuously asking yourself why and are quite acquainted with rabbit holes. You have strong opinions, loosely held, and while you are a talented individual contributor, you love to see your work take new shape with input and collaboration from other disciplines. You want to learn and grow and teach.  

What you’ll need:  

• 3 to 5 years of experience in strategic roles like Digital Strategy, UX, Product, CX, Service Designand / or CRM Strategy
• Knowledge of and/or experience with marketing fundamentals (e.g. personas, brand positioning), user experience and key components within brand ecosystems (AI, CRM, CMS, membership)
• Come prepared to talk about: why you do what you do, what you hope to learn in this role, your POV on the future of brand experience and how you might approach a client problem (mock exercise)

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

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