CRM Experience Strategist

We're seeking a passionate CRM Experience Strategist with automotive expertise to craft omni-channel strategies that drive engagement, loyalty, and lifetime value for leading brands. If you thrive at the intersection of customer experience, data, and digital ecosystems, this is your opportunity to make a significant impact.

What will your day look like?

As a CRM Strategist, you'll be at the forefront of shaping customer relationships. Your days will involve applying core strategy principles like brand strategy, journey mapping, and audience segmentation to develop innovative CRM strategies across digital touchpoints such as email, mobile apps, and social media. You'll leverage your automotive category knowledge to create tailored segmentation and messaging frameworks for key moments like service reminders and upgrade opportunities, collaborating closely with CX and performance marketing teams to optimize post-sale engagement. Expect to conduct qualitative and quantitative research, attend workshops, and translate insights into actionable strategies, personas, and journey maps. You'll utilize CRM platforms and analytics dashboards to inform your work, assist in measurement planning, and contribute to strategic deliverables including integrated channel plans and ecosystem development. Beyond strategy, you'll work cross-functionally with creative, media, and data teams, contribute to pitches, and help craft compelling brand narratives and thought leadership pieces.

Who are you going to work with?

You'll be an integral part of our dynamic Experience Strategy team at VML MAP. Your role will involve close collaboration with diverse internal teams including creative, media, data, CX, and performance marketing specialists to ensure strategic alignment and deliver revolutionary work. You'll also engage directly with clients, using data-driven insights to influence their decisions and build lasting relationships. Our culture values connection, belonging, and the power of differences, fostering an environment where you can thrive. We embrace a hybrid work model, balancing in-office collaboration with remote flexibility.

What do you bring to the table?

• Experience: 3-5 years in CRM, strategy, or experience planning, with a strong preference for automotive category experience.
• Digital Marketing Acumen: Strong understanding of digital marketing channels and customer engagement strategies.
• Technical Proficiency: Experience with CRM platforms (e.g., Salesforce, Adobe Experience Cloud), analytics tools, and segmentation methodologies.
• Communication & Storytelling: Excellent communication, storytelling, and presentation skills, capable of crafting compelling narratives from insights.
• Strategic Thinking: Ability to understand how CRM fits into broader brand and customer experience strategies.
• Collaborative Spirit: Thrives in cross-functional teams and effectively brings others along in your thinking.
• Organizational Skills: Highly organized, detail-oriented, and proactive in managing multiple projects and deliverables with precision.
• Curiosity & Drive: Eager to grow your expertise, contribute to a culture of innovation, and make a significant impact.

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 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. 

#LI-EMEA

WPP (VML MAP) 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 MAP on our social channels via Instagram, LinkedIn and X.

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