Senior CRM Strategist

VML · London, United Kingdom

  • Senior
  • Full-time
  • Posted 2026-09-18
  • Confirmed live on 25 September 2026

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Job description

Who We Are

VML is a global creative company that combines brand experience, customer experience, and commerce to create connected brands that drive growth. Guided by a Human First philosophy, VML is known for its innovative work for brands and consistently ranks among the world’s leading creative companies, including the WARC Creative 100. VML’s global network spans 55+ markets with principal offices in Buenos Aires, Kansas City, London, New York, São Paulo, Shanghai and Singapore.

VML is part of WPP, the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

For more information, please visit www.vml.com and follow along on  LinkedIn #WeAreVML.

Senior CRM Strategist

Company: VML

Working Model: Hybrid working

Location: Sea Containers office, London, SE1

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey building connected brands that drive growth for our clients. We do this by leveraging our 3 core practices; Brand experience, Customer experience and Commerce. Within these practices we offer expertise across communications, commerce, consultancy, CRM, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

The Role

As a Senior CRM Strategist, you'll be a key strategic voice within the team, working closely with Client Services, Creative and other disciplines to turn business challenges into effective, customer-focused solutions.

In this role, you’ll focus on one of our major automotive accounts, helping shape CRM strategy across the connected customer journey, from brand consideration and lead generation to end-to-end lifecycle CRM, web experience, and retail activations.

You will work closely in partnership with our data strategy team, using the insight from our access to customer data to shape strategy and drive performance.

You'll be involved from brief through to delivery, helping shape the strategic direction, inspire creative thinking and make sure the work remains rooted in a clear understanding of the customer and the client's commercial objectives.

You'll work across multiple stakeholders and levels of seniority, so being able to adapt your approach, communicate clearly and build strong relationships will be just as important as the quality of your strategic thinking.

There will also be opportunities to contribute to wider strategic projects and new business, giving you the chance to bring your perspective to different challenges and clients.

Key Responsibilities

• Own the strategic direction across projects, from understanding the brief through to creative development, client sell-in and measuring effectiveness.

• Turn business, customer, cultural and behavioural information into clear, actionable insights.

• Write compelling strategic and creative briefs that give creative teams a clear direction and space to do their best work across CRM, digital, social, and dealership assets.

• Drive the CRM comms strategy across the end ot end custome journey including automated/triggered reminders, seasonal promotional campaigns, and ad-hoc owner messaging.

• Work closely with Client Services, Creative, Data and Media partners to develop connected, effective solutions.

• Build trusted relationships with clients and become a confident and credible strategic partner.

• Present and sell strategic thinking clearly to clients and internal stakeholders at different levels.

• Use data, research and customer understanding to inform strategic recommendations and strengthen the work.

• Ensure strategic thinking remains connected to the client's commercial objectives and desired outcomes.

• Challenge briefs and thinking constructively when there is an opportunity to make the work better.

• Contribute to pitches, quarterly thought leadership, proactive thinking and opportunities to grow existing and new client relationships.

• Support and develop more junior members of the strategy team, sharing knowledge and helping raise the quality of strategic output.

• Bring curiosity and new thinking into the team, keeping up with changes in culture, technology, customer behaviour and the wider industry.

Who You Are

• Strategically strong: You can get to the heart of a problem,

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