Senior Project Manager

About the Position

We are seeking a strategic, results-driven Senior Project Manager with a strong foundation in CRM and Customer Experience (CX) to lead the end-to-end delivery of high-impact, enterprise-scale initiatives. In this role, you will serve as the connective tissue between business stakeholders, technical teams, and executive leadership - ensuring every project is delivered on time, within scope, and aligned to meaningful customer outcomes.

Responsibilities

Project & Program Delivery

• Own the full project lifecycle for complex CRM and CX programs, from discovery and planning through to launch and post-go-live support.
• Develop and maintain integrated project roadmaps, risk registers, and status reports that provide clear, data-driven visibility to stakeholders at all levels.
• Identify and resolve cross-functional dependencies proactively, minimizing disruption and keeping delivery on track.
• Facilitate sprint planning, backlog grooming, retrospectives, and release coordination across multi-disciplinary Agile teams.

CRM & Customer Experience

• Drive projects that enhance CRM platforms, customer data strategies, and omnichannel customer journeys.
• Partner with Product, Design, and Engineering teams to ensure that technical solutions translate directly into improved customer outcomes.
• Champion a CX-first mindset across all workstreams, bridging the gap between technology delivery and real-world business impact.

Stakeholder & Vendor Management

• Act as a trusted advisor to senior leadership and executive sponsors, delivering clear escalation paths and proactive communication.
• Manage relationships with internal teams, third-party vendors, and system integration partners.
• Lead steering committees and governance reviews with confidence and executive presence.

Requirements

• 5+ years of project management experience, with a strong focus on CRM and/or CX transformation initiatives.
• Proven track record delivering enterprise-scale projects in fast-paced, matrixed environments.
• Solid command of Agile, Scrum, and hybrid delivery methodologies.
• Exceptional skills in stakeholder communication, executive reporting, and risk management.
• Strong understanding of CRM platforms, customer data models, and customer journey frameworks.
• Bachelor's degree in Business, Technology, or a related field (or equivalent experience).

Nice to Have

• Hands-on experience with Salesforce (Sales Cloud, Service Cloud, or Marketing Cloud) (a plus).
• Proficiency in Jira for sprint management, epic/story tracking, and release coordination (a plus).
• Familiarity with tools such as Confluence, Smartsheet, or Azure DevOps.
• PMP, PMI-ACP, SAFe Agilist, or Certified Scrum Professional (CSP) certification.
• Salesforce Administrator or Consultant certification is a bonus.
• Exposure to AI-driven CRM capabilities (e.g., Salesforce Einstein, Agentforce) is highly desirable.

We Offer

• Competitive Salary: $65,000 - $115,000 CAD per year.
• Hybrid Work Environment: Teams in the office an average of four days a week.
• Career Growth: Opportunities for professional development and career advancement.

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.

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.

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.

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

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