Experience Strategy Director (CRM and Personalization)

Location: London, United Kingdom

Company

hirify.global is WPP Enterprise Solutions' Centre of Excellence for customer experience, CRM, personalization, marketing automation, technology, and data-led transformation.

What you will do

• Set the strategic direction for customer experience across marketing automation, personalization, loyalty, and CRM engagements.
• Own strategic impact, delivery quality, client satisfaction, and portfolio health across complex concurrent workstreams.
• Act as a strategic partner to client leadership, shaping broader customer experience and marketing strategies.
• Lead multidisciplinary teams of strategists, technologists, data specialists, creatives, and client-service professionals.
• Develop and evolve experience strategy service lines, methodologies, and scalable frameworks.
• Lead major new business pursuits and convert opportunities into profitable long-term engagements.

Requirements

• Proven experience leading complex customer experience, CRM, personalization, or loyalty engagements in an agency, consultancy, or in-house environment.
• Deep knowledge of customer experience platforms and data models, including Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, or similar.
• Strong commercial acumen, including responsibility for profitability, utilization, and client portfolio health.
• Excellent stakeholder management skills in global, matrixed environments.
• Ability to teach and guide strategists and clients through complex strategic thinking.
• Global perspective and cross-cultural collaboration skills, particularly across the US and Europe.

Culture & Benefits

• Work with global clients and teams across agencies, offices, and MAP capabilities.
• Collaborate with technology, data, design, business consulting, and client services specialists.
• Join a global network spanning more than 30,000 employees, 150+ offices, and 60+ markets.
• Work within a diverse organization representing more than 55 nationalities.
• Equal opportunity employer committed to an inclusive and respectful workplace.