Experience Strategy Lead

Are you passionate about defining world-class costumer experiences in the world of Marketing Automation, Personalization, Loyalty, and CRM? Do you have a strategic mindset, and do you enjoy leading experience strategies for global clients? Then you might be the Experience Strategy Lead that we are looking for!

What will your day look like

As an Experience Strategy Lead, you will act as an advocate for the end-customers with the goal of consistently ensuring a cohesive, customer-first approach to marketing automation, personalization, loyalty and CRM and to the wider connected customer experiences. Your goal will be to humanize the relationship between brands and consumers.

You will be managing and growing our North American Experience Strategy team, working out of Austin and Toronto. You will do so independently, while maintaining unity with our global team. Your leadership will foster close collaboration across MAP’s global offices, ensuring that work is developed and delivered on the same methodologies and through the same ways of working.

We expect you to lead by example through direct contributions to projects and deliveries, while also guiding stakeholders to leverage data and technology to create state-of-the-art experiences for our clients. Your role will be highly client-facing, requiring you to build strong relationships with key stakeholders both internally and externally and to lead innovative thinking and push the needle to deliver best-in-class solutions for our clients.

More specifically, your tasks will include:

• Representing and implementing VML MAP’s proven frameworks and methodologies, laying the strategic groundwork for crafting outstanding data–driven connected customer experiences for our clients and their customers.
• Leading our engagements with brands with a customer-centric approach, prioritizing experience strategy at the heart of every engagement.
• Effectively leading our North American Experience Strategy team, enhancing team collaboration and knowledge sharing, as well as guiding the professional development of your team members.
• Consulting both internally and externally on establishing omni-channel customer journeys, connecting relevant consumer moments through data, tech, content and insights.
• Facilitating seamless collaboration across experience disciplines (strategy, creative, CX/UX, producers) to meet project deadlines and ensure industry-leading quality and client satisfaction and facilitating collaboration with the rest of the MAP organization, from tech and data to an array of consulting teams.

Who are you going to work with?

You will be the manager of your own team of skilled Experience Strategists, collaborating closely with team leads within our Client Services, Data, and Technology departments. Simultaneously, you will be working with creatives, Project Managers, Data Scientists, and Developers, who will operationalize the strategies into exceptional client deliverables. As our Experience Strategy Lead, you will be the anchor of experience strategy in North America, facilitating a tight collaboration with your Experience Strategy peers in our HQ office in Copenhagen, ensuring that best practices are transferred across continents.

What do you bring to the table?

We're looking for an experienced professional with a strong understanding of working with CRM at scale. Your expertise encompasses both communication and strategy, and you can switch between tech-first and human-first perspectives when needed. You have very strong people skills, and you can build relationships with our clients, and challenge them when appropriate, to always strive for the absolute best result. Additionally, you have a global perspective and flair for cross-cultural collaboration, ensuring seamless alignment between our different offices.

Ideally, you have:

• A relevant degree within the fields of marketing, advertising, consulting and/or business administration
• Extensive experience with CRM at scale, both from tech, data and marketing communications perspectives and a content and customer-centric design perspective.
• Knowledge of the capabilities, opportunities, and limitations of marketing automation platforms such as Adobe Marketing Cloud, Salesforce Marketing Cloud, Braze or HubSpot (or similar platforms)
• Excellent communication skills, both oral, written and in visual presentations.
• Strong collaboration skills. Experience working cross-culturally between the U.S. and Europe is a strong advantage.
• Experience working effectively in flat organizational structures, where collaboration and flexibility take precedence over set procedures and hierarchy.
• Automotive experience is beneficial.

A leader in personalized customer experiences

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.

A global network

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.