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. About the Role We are looking for a talented and driven Associate Account Director to join our growing Account team, with a specialist focus on Loyalty , CRM and CX . In this role, you will act as a trusted strategic partner to our clients, leading the development and delivery of data-driven CRM programmes that build lasting customer relationships and drive measurable business outcomes. You'll be the connective thread between client ambition and agency delivery — working across strategy, creative, data, and technology teams to bring omnichannel CRM programmes to life. What You'll Do Client Leadership & Account Management Serve as the primary day-to-day client lead, building strong, trust-based relationships with senior marketing stakeholders Translate client business objectives into actionable CRM strategies and campaign plans Lead regular client status meetings, QBRs, and strategic and creative reviews, ensuring transparent communication on progress and performance Manage project health, identify growth opportunities, and support the development of organic revenue within your team CRM Strategy & Campaign Delivery Lead the planning and execution of complex, omnichannel CRM programmes spanning email, SMS, push notifications, in-app, and beyond Champion lifecycle marketing thinking — from acquisition and onboarding through to retention, loyalty, and win-back Partner with creative and strategy teams to develop audience segmentation, personalisation frameworks, and test-and-learn agendas Team Leadership & Collaboration Collaborate closely with cross-functional internal teams including creative, project managers, strategy, and technology Develop well-crafted briefs that clearly articulate client objectives and inspire great work Contribute to new business pitches and agency initiatives as required Commercial Accountability Own and manage account scopes of work, budgets, and resource allocation Accurately forecast account revenue and proactively flag risks or growth opportunities Support contract renewals and upsell conversations in partnership with senior leadership Requirements 5+ years of experience in account management or client services, ideally within an agency or consultancy environment Demonstrable expertise in CRM marketing — including lifecycle strategy, campaign planning, segmentation, and personalisation Solid understanding of CRM and marketing automation platforms (e.g. Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, HubSpot) Excellent communication and presentation skills, with the gravitas to engage senior client stakeholders Proven ability to manage multiple projects simultaneously in a fast-paced environment Experience managing and mentoring junior team members Good to Have Experience in Customer Experience (CX) strategy, including customer journey mapping, service design, or experience transformation Exposure to first-party data strategy and the evolving cookieless landscape Knowledge of AI-powered personalisation tools and their application in CRM contexts Experience working with loyalty programmes or subscription-based customer models The base salary range for this position at the time of this posting is indicated below. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. We offer a competitive benefits package, click WPP Benefits for more details. _ $90,000 — $140,000 USD We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP (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. When you click "Submit Application", this will send any information you add below to VML. 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Requirements

Must-haves

Client Leadership & Account Management
Serve as the primary day-to-day client lead, building strong, trust-based relationships with senior marketing stakeholders
Translate client business objectives into actionable CRM strategies and campaign plans
Lead regular client status meetings, QBRs, and strategic and creative reviews, ensuring transparent communication on progress and performance
Manage project health, identify growth opportunities, and support the development of organic revenue within your team
CRM Strategy & Campaign Delivery
Lead the planning and execution of complex, omnichannel CRM programmes spanning email, SMS, push notifications, in-app, and beyond
Champion lifecycle marketing thinking — from acquisition and onboarding through to retention, loyalty, and win-back
Partner with creative and strategy teams to develop audience segmentation, personalisation frameworks, and test-and-learn agendas
Team Leadership & Collaboration
Collaborate closely with cross-functional internal teams including creative, project managers, strategy, and technology
Develop well-crafted briefs that clearly articulate client objectives and inspire great work
Contribute to new business pitches and agency initiatives as required
Commercial Accountability
Own and manage account scopes of work, budgets, and resource allocation
Accurately forecast account revenue and proactively flag risks or growth opportunities
Support contract renewals and upsell conversations in partnership with senior leadership
5+ years of experience in account management or client services, ideally within an agency or consultancy environment
Demonstrable expertise in CRM marketing — including lifecycle strategy, campaign planning, segmentation, and personalisation
Solid understanding of CRM and marketing automation platforms (e.g. Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, HubSpot)
Excellent communication and presentation skills, with the gravitas to engage senior client stakeholders
Proven ability to manage multiple projects simultaneously in a fast-paced environment
Experience managing and mentoring junior team members
Good to Have

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: greenhouse
Effort: quick