Experience Strategy Manager

MAP•Austin, TX

17h

About The Position

Are you a strategic thinker passionate about creating world-class customer experiences within the realms of Marketing Automation, Personalization, Loyalty, and CRM? Do you possess strong strategic acumen and thrive on owning and delivering experience strategies for global brands? Then you might be the Experience Strategy Manager we are looking for! As an Experience Strategy Manager, you will be the strategic anchor for specific clients or major workstreams, ensuring a cohesive, customer-first approach across marketing automation, personalization, loyalty, CRM, and the wider connected customer experience ecosystem. You will own the day-to-day strategic delivery for your assigned accounts, working with autonomy to turn complex client briefs into actionable, data-driven customer journeys. In this role, you will also help guide and mentor mid-level and junior strategists within our North American Experience Strategy team (across Austin and Toronto), ensuring our methodologies are applied to the highest standard. You will collaborate closely with cross-functional teams in North America and globally, bridging the gap between creative, data, and technology to deliver impactful solutions.

Requirements

Proven track record of designing and executing CRM and marketing automation strategies.
Ability to bridge the gap between technical platforms and human-centric design.
Comfortable presenting complex strategic ideas to senior clients.
Collaborative mindset.
Thrive in fast-paced agency environments.
Ready to take ownership of a client portfolio.
8–10 years of progressive experience in CRM, marketing automation, and CX strategy, ideally within an agency or consulting environment.
Strong strategic understanding of leading marketing automation platforms (e.g., Salesforce Marketing Cloud, Adobe Marketing Cloud, Braze, HubSpot) and how to leverage them to drive personalization.
Proven experience managing or mentoring junior team members and leading project workstreams.
Excellent communication and presentation skills, with the ability to articulate strategic concepts clearly to both technical and non-technical audiences.
Experience working in cross-functional environments (creative, tech, data) and a desire to collaborate with global, multicultural teams.

Nice To Haves

Prior experience working with clients in the automotive sector or other complex, luxury industries is a strong advantage.

Responsibilities

Owning and executing strategic blueprints and customer-centric frameworks for key clients, turning data-driven insights into connected customer experiences.
Leading major client workstreams with autonomy, positioning experience strategy as a central pillar of the client’s business growth.
Managing and mentoring junior-to-mid-level strategists, providing day-to-day guidance, feedback, and career support.
Designing and optimizing sophisticated omni-channel customer journeys, seamlessly integrating data, technology, content, and consumer insights.
Fostering collaboration across disciplines (creative, CX/UX, tech, and data) to ensure strategic recommendations are seamlessly brought to life.
Presenting to and influencing senior client stakeholders, acting as a trusted day-to-day partner and advisor on marketing transformation.