Senior Experience Strategist

We are seeking a Senior Experience Strategist to drive the development and execution of omnichannel CRM strategies for one of our top- tier global clients.  

If you possess a proven track record of strategic thinking at the intersection of customer experience, data, and digital ecosystems, and thrive within a dynamic agency environment, then we would love to hear from you. 
 

As a Senior Experience Strategist, you will:  

• Be working 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. You will drive optimization of end-to-end customer engagement, ensuring strategic alignment and seamless execution. 

• Oversee and synthesize research and analysis. You will 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 th

At VML MAP, you will become part of a dynamic and international environment with strong opportunities for both personal and professional development.

You will collaborate closely with specialists across the wider VML MAP organization - including experts in technology, data, creative, and client leadership - across our global offices.

You will also 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. In addition, you will be working with our clients, both management and specialists, across many of their functions including marketing, sales, digital, and technology. Our global clients span across multiple industries including FMCG, retailers, fashion, automotive, and financial services.

• 5+ years of experience in CRM, customer experience strategy, or strategic planning roles. Both agency and client-side experience are welcomed. 

• Global outlook: 2+ years of 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 the 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.

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.