Directeur·rice, Stratégie expérience client (CX)

About the Position

VML Canada is seeking a visionary Directeur·rice, Stratégie expérience client (CX) to lead and elevate our CX service for premium Canadian and American brands. Reporting to the Director of Strategy at VML Canada, you will act as a strategic orchestrator, aligning business goals, human insights, and technological capabilities to drive transformation.

This leadership role is designed for someone who wants to shape a global vision, influence senior management, and drive business growth. You will also act as a catalyst for cross-disciplinary integration to ensure our solutions create value for audiences and brands.

Responsibilities

• Lead the development of enterprise CX strategies and translate complex business challenges into coherent, human-centric brand experiences in physical or digital ecosystems.
• Collaborate closely with clients and cross-functional leadership teams (creative, technology, data, consulting) to create impactful and transformative solutions.
• Drive business development by identifying organic opportunities, conducting strategic meetings, and adopting innovative approaches to solve complex client issues.
• Establish and advocate for measurement frameworks and ensure all CX initiatives are linked to key performance indicators, business outcomes, and continuous optimization.
• Promote informed leadership within the agency and for our clients and keep teams abreast of changes in culture, technology, and industry to inspire cutting-edge work.
• Mentor to train a strategist within the CX practice to foster a culture of curiosity, rigor in problem-solving, and cross-disciplinary collaboration.

Requirements

• 7+ years of experience in strategic leadership roles for CX, digital strategy, product, or service design with a proven track record in managing large-scale brand ecosystems.
• Expertise in business marketing fundamentals, digital transformation, and the integration of emerging technologies (AI, CRM, CMS, loyalty or membership programs).
• Proven experience in leadership roles, senior client management, and contributing to successful business development or fruitful meetings.
• Be prepared to discuss your perspective on the future of brand experiences and your roadmap explaining how your strategic vision has directly influenced business outcomes.

We Offer

• Competitive salary ranging from $90,000 - $140,000 CAD per year, depending on job-related factors such as location, business needs, level of responsibility, experience, and qualifications.

At VML, we are committed to fostering an inclusive and stimulating work environment that also allows for career advancement. Our inclusion, equity, and belonging initiatives, along with the VML Foundation, reflect our commitment to giving back to our community and making a positive impact in our communities and beyond. Our people are the heart of our organization. They are creators, doers, innovators, builders, or thinkers who not only drive marketing but also experiences that resonate in every action and interaction. When you click "Submit," the information you provide below will be sent to VML. Before you submit, we think it's a good idea to read our recruitment privacy policy. It explains how we use your personal information when you apply for a position within our company, as well as how you can update or delete the information you have provided to us.

About the Company

VML is an internationally renowned creative agency that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by its philosophy L’humain en tête, VML is recognized for its innovative work and consistently ranks among the top creative companies in the world, including the WARC Creative 100 list. VML's global network includes over 55 markets with major offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai, and Singapore.

VML is part of WPP, the growth partner trusted by the world's leading brands. Powered by exceptional talent and the WPP Open marketing agency platform, WPP leverages cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative business solutions, and expert strategic counsel. For more information, please visit www.vml.com and follow VML on LinkedIn #WeAreVML #TousVML.

About WPP

WPP is the trusted partner of the world's most recognized brands. We combine cutting-edge media intelligence and data solutions with world-class creativity, next-generation production, transformative business solutions, and strategic expertise across our companies, all powered by our exceptional talent and the WPP Open agency marketing platform, to help our clients navigate change, seize new opportunities, and achieve transformational growth. For more information, visit WPP.com.