Experience Strategist, Austin

Vml•Austin, TX

4d•Hybrid

About The Position

We're seeking a passionate Experience Strategist craft omni-channel strategies that drive engagement, loyalty, and lifetime value for one of our 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 an Experience Strategist you will; • Shape Customer Relationships by being at the forefront of defining and enhancing customer interactions. • Develop Innovative CRM Strategies by applying core strategy principles including brand strategy, journey mapping, and audience segmentation as well as focus on digital touchpoints such as email, mobile apps, and social media. • Collaborate Cross-Functionally by working closely with CX and performance marketing teams to optimize post-sale engagement as well as engage with creative, media, and data teams. • Conduct Research & Analysis by performing qualitative and quantitative research, attend workshops to gather insights and translate insights into actionable strategies, personas, and journey maps. • Utilize Tools & Data by leveraging CRM platforms and analytics dashboards to inform your work and assist in measurement planning. • Contribute to Strategic Deliverables by developing integrated channel plans and ecosystem development, 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? 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. 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. When you click "Apply now" below, your information is sent to VML MAP. To learn more about how we process your personal data during when you apply for a role with us, on how you can update your information or have the information removed please read our Privacy policy. California residents should read our California Recruitment Privacy Notice.

Requirements

Experience: 3-5 years in CRM, strategy, or experience planning
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.

Responsibilities

Shape Customer Relationships by being at the forefront of defining and enhancing customer interactions.
Develop Innovative CRM Strategies by applying core strategy principles including brand strategy, journey mapping, and audience segmentation as well as focus on digital touchpoints such as email, mobile apps, and social media.
Collaborate Cross-Functionally by working closely with CX and performance marketing teams to optimize post-sale engagement as well as engage with creative, media, and data teams.
Conduct Research & Analysis by performing qualitative and quantitative research, attend workshops to gather insights and translate insights into actionable strategies, personas, and journey maps.
Utilize Tools & Data by leveraging CRM platforms and analytics dashboards to inform your work and assist in measurement planning.
Contribute to Strategic Deliverables by developing integrated channel plans and ecosystem development, contribute to pitches and help craft compelling brand narratives and thought leadership pieces.

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