Experience Strategy Director

WPP Enterprise Solutions MAP is looking for an Experience Strategy Director to lead where connected customer experience goes next – for our clients, and for the capability itself. You'll bring deep expertise in CRM, personalization, and loyalty to a portfolio of global clients, and help set the direction for how we build first-party-data-driven experiences at scale. 

What will your day look like?

As an Experience Strategy Director, you set the strategic direction for how we build cohesive, customer-first experiences across marketing automation, personalization, loyalty, and CRM for a portfolio of global clients. You will own the end-to-end customer experience, translating business opportunities into outcomes that are as engaging for consumers as they are commercially viable for our clients, staying close to the data, technology, and capabilities that turn that strategy into real, compelling interactions. 

Your role is highly client-facing and you’ll build and own relationships with client leadership and key stakeholders, both internally and externally, pushing innovative thinking and setting the bar for best-in-class solutions across everything your portfolio delivers. You'll work closely with the wider client team – strategists, technologists, data specialists, and creatives – steering their work toward a single, connected vision of the customer experience. 

You'll lead complex client engagements across your accounts, bringing deep specialist expertise within a core proposition such as personalization or loyalty. You're also a driving force behind the experience strategy capability itself – evangelizing and refining our experience strategy service lines, educating strategists and clients alike, and leading major new business pursuits that grow our footprint. 

Client Delivery 

• Set the strategic direction for your accounts, applying deep specialist expertise within a core proposition such as personalization or loyalty to every engagement. 

• Own strategic impact, delivery quality, and client satisfaction across your accounts, while keeping utilization and billability healthy across your client teams. 

• Act as a strategic partner and thought leader to client leadership, shaping their broader CX and marketing strategy, not just the immediate brief in front of you. 

• Maximize the output of client and project teams to deliver high-quality work across several concurrent, often complex, workstreams. 

Practice Development & Innovation 

• Evangelize and evolve MAP's experience strategy service lines and methodologies, keeping the practice ahead of client needs, not just level with them. 

• Educate clients, strategists at every level, and colleagues across capabilities on experience strategy propositions and ways of working. 

• Evaluate and refine existing service lines and frameworks so they scale consistently across clients, industries, and portfolios. 

• Develop the strategists working alongside you, sharing your expertise and helping shape the next generation of experience strategy talent. 

Business Development 

• Lead or act as primary strategy advisor on major new business pursuits, converting opportunities into profitable, long-term engagements. 

Who are you going to work with?

• You'll report to the Global Head of Experience Strategy, based in Copenhagen. 

• This is a highly client-facing role: you'll work closely with client teams across our global network of agencies and offices. 

• You'll collaborate daily with the wider MAP capabilities, including technology, data, design, business consulting, and client services. 

What do you bring to the table?

• A proven track record leading complex CX, CRM, personalization, or loyalty engagements, in an agency, consultancy, or in-house. 

• Deep fluency in the platforms and data models behind connected customer experience, such as Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, or similar, and the judgment to know where they add value and where they don't. 

• Strong commercial acumen: comfortable owning the profitability, utilization, and health of a client portfolio. 

• A natural teacher, able to bring strategists and clients along on complex thinking, not just present it to them. 

• Excellent stakeholder management across global, matrixed environments. 

• A global perspective and flair for cross-cultural collaboration, particularly between the US and Europe. 

A leader in personalized customer experiences

WPP Enterprise Solutions 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 1,000+ 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. 

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