Senior CRM Strategist

About the Position

Senior CRM Strategist

Austin, Texas, United States

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About the Company

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai, and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions, and expert strategic counsel.

For more information, please visit www.vml.com and follow along on LinkedIn #WeAreVML.

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Responsibilities

As a Senior CRM Strategist, you will:

• Work in a smaller client strategy team as part of a broader and growing Experience Strategy team at VML MAP with colleagues around the globe.
• Own and drive strategic deliverables, leading the development of integrated channel plans that define the overarching strategy across diverse touchpoints and journey creation. Guide the integration of these strategies across critical digital ecosystems, including email, mobile apps, social media, and emerging platforms, ensuring cohesive and impactful customer experiences.
• Lead and influence cross-functional teams, serving as the strategic bridge between CX, performance marketing, creative, media, and data teams. Drive optimization of end-to-end customer engagement, ensuring strategic alignment and seamless execution.
• Oversee and synthesize research and analysis. Facilitate and lead strategic workshops, extracting insights and translating complex data into impactful, executable strategies, detailed personas, and comprehensive customer journey blueprints that inform strategic decisions.
• Craft compelling narratives and elevate our thought leadership within the industry, positioning VML MAP as a strategic partner.

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Requirements

• Strong experience in CRM, customer experience strategy, or strategic planning roles. Both agency and client-side experience are welcomed.
• Global outlook: experience working on and delivering CRM strategies and communications for a large-scale global client.
• Self-starter: the ability to make an impact quickly, identify opportunities, and become a trusted expert in the team and by the client.
• Strong communication skills: ability to present confidently and lead client meetings and workshops.
• Storytelling prowess: Proven ability to craft compelling, data-backed strategic narratives that inspire, influence, and secure buy-in from senior clients and internal stakeholders.
• Collaborative energy: Experience working as part of a wider client team to deliver work to a high standard collectively.

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We Offer

• Opportunity to work in a dynamic and international environment with strong opportunities for both personal and professional development.
• Collaborate closely with specialists across the wider VML MAP organization - including experts in technology, data, creative, and client leadership - across our global offices.
• Work directly with client stakeholders across multiple functions, including marketing, sales, digital, and technology. Our global client base spans industries such as FMCG, retail, fashion, automotive, and financial services.

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About the Company

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.

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.

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.

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