At a Glance
- Tasks: Lead innovative customer experience strategies for global clients and drive impactful marketing solutions.
- Company: Join WPP MAP, a leader in transforming businesses through cutting-edge technology and strategy.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration across global teams.
- Other info: Be part of a diverse team of experts from over 55 nationalities, fostering creativity and innovation.
- Why this job: Shape the future of customer experiences and work with top brands in a fast-paced industry.
- Qualifications: Proven experience in CX, CRM, and personalization with strong stakeholder management skills.
The predicted salary is between 63000 - 77000 £ per year.
Who We Are MAP | WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where AI is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets.
WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses.
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.
WPP (MAP/VML) 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.
Experience Strategy Director employer: Map
At MAP, we pride ourselves on being an exceptional employer that fosters a collaborative and creative work culture. Our in-house Copywriter role offers not only the chance to contribute to impactful global campaigns but also ample opportunities for professional growth and development within a supportive team. Located in a vibrant area, we provide a dynamic environment where your ideas can flourish, making every day at work meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Experience Strategy Director
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Map. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Map before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Experience Strategy Director
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Map:Your cover letter is your chance to shine! Tell us why you want to work at Map specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Map!
How to prepare for a job interview at Map
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
