Director, CX Strategy

About the Position

Director, CX Strategy

VML Canada is seeking a visionary Director of CX Strategy to lead and elevate our customer experience practice for premier Canadian and American clients. Reporting to the CSO of VML Canada, you will be a strategic orchestrator - bridging business objectives, human insights, and technological capabilities to drive transformation.

This is a leadership role designed for someone to help shape the overarching vision, influence executive stakeholders, and drive business growth. You will not only individually contribute but also act as a catalyst for cross-disciplinary integration, ensuring our solutions create meaningful value for both people and brands.

Responsibilities

• Lead the development of enterprise-level CX strategies, translating complex business challenges into cohesive, human-centric brand experiences across digital and physical ecosystems.
• Orchestrate close partnerships with clients and cross-functional agency leadership (Creative, Technology, Data, Account) to architect solutions that drive measurable business impact and transformation.
• Drive business development and agency growth by identifying organic opportunities, leading strategic pitches, and framing innovative approaches to complex client problems.
• Establish and champion measurement frameworks, ensuring all CX initiatives are tied to clear KPIs, business outcomes, and continuous optimization.
• Champion thought leadership within the agency and for our clients, keeping teams ahead of cultural, technological, and industry shifts to inspire forward-looking work.
• Mentor and elevate a Strategist within the CX practice to foster a culture of curiosity, rigorous problem-solving, and cross-disciplinary collaboration.

Requirements

• 7+ years of experience in strategic leadership roles spanning CX, Digital Strategy, Product, or Service Design, with a proven track record of orchestrating large-scale brand ecosystems.
• Expertise in enterprise marketing fundamentals, digital transformation, and integrating emerging technologies (e.g., AI, CRM, CMS, loyalty/membership programs) into cohesive customer journeys.
• Demonstrated experience in leadership, senior-level client management, and contributing to successful business development or pitch efforts.

We Offer

• Competitive Salary: $90,000 - $140,000 CAD
• Hybrid Work Model: Teams in the office an average of four days a week
• Equal Opportunity Employer: WPP (VML) is committed to fostering a culture of respect and inclusion

About the Company

VML Canada

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.

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

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