Job Description

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 the Experience Strategy Manager we are looking for!

What will your day look like?

As an Experience 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 executing strategic blueprints and customer-centric frameworks for key clients, turning data-driven insights into connected customer experiences.
• Leading major client workstreams with autonomy, positioning experience strategy as a central pillar of the client’s business growth.
• Managing and mentoring junior-to-mid-level strategists, providing day-to-day guidance, feedback, and career support.
• Designing and optimizing sophisticated omni-channel customer journeys, seamlessly integrating data, technology, content, and consumer insights.
• Fostering collaboration across 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.

Who are you going to work with?

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 years of 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 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.

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