About the Position

CX/CRM Strategist (1 year contract)

Location: Toronto, Ontario, Canada

About the Company

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.

Responsibilities

Empathize: Review data, analyze the competition, run surveys, and interview stakeholders or audience members to understand the category, customer, and business.
Connect: Solve problems by translating insights into valuable opportunities and impact, considering the brand world.
Guide: Act as a consistent, reliable source of insight through presentations, reviews, and documentation preparation.
Partner: Collaborate with brand strategists, designers, copywriters, account leads, and clients for optimal results.
Forecast: Stay updated on innovation, brand, and culture to share with your teammates.
Measure: Evaluate the performance of previous launches to ensure continuous improvement.

Requirements

Experience: 3 to 5 years in strategic roles such as Digital Strategy, UX, Product, CX, Service Design, and/or CRM Strategy.
Skills: Knowledge of marketing fundamentals (e.g., personas, brand positioning), user experience, and key components within brand ecosystems (AI, CRM, CMS, membership).

We Offer

Compensation: Base salary ranging from $65,000 to $115,000 CAD.
Work Environment: Hybrid approach with teams in the office an average of four days a week.
Company Culture: VML is an equal opportunity employer committed to fostering a culture of respect and inclusion.

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.

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CX/CRM Strategist

Job description