Director - Customer and Business Strategy

Are you a seasoned Director with a passion for transforming customer experiences and marketing strategies? Join our Customer & Business Strategy team in Copenhagen to lead the design and delivery of innovative solutions for global brands, leveraging your expertise in CRM, loyalty, digital innovation, and emerging tech.

What will your day look like?

Key Responsibilities

Client Delivery

• Lead multiple complex client engagements, ensuring strategic impact, profitability, and client satisfaction.
• Act as a strategic business partner to clients and client teams, providing thought leadership across customer experience and marketing transformation.
• Navigate and manage stakeholder relationships across global, matrixed environments across VML / WPP.
• Guide client teams in achieving strong financial performance across projects and accounts.
• Ensure the highest quality of deliverables, with a focus on measurable business value.

Practice Development

• Shape and evolve the Customer & Business Strategy team’s core offerings, with a focus on CX strategy, CRM, loyalty, and digital innovation.
• Drive innovation in delivery methodologies, including AI and agentic operating model design.
• Mentor and develop consulting talent, supporting career growth, performance reviews, and goal setting.
• Contribute to the strategic direction and culture of the practice.

Business Development

• Lead major new business pursuits, converting opportunities into profitable engagements.
• Develop and execute client relationship strategies to grow VML MAP’s footprint.
• Identify and cultivate strategic partnerships across technology and service ecosystems.
• Achieve revenue targets and expand the client portfolio.
• Represent VML MAP at industry events and thought leadership forums.

Who are you going to work with?

You will be a key leader within our dynamic Customer & Business Strategy team, reporting to the Consulting Practice Lead / Head of Transformation. In this role, you'll collaborate closely with global brands, client teams, and internal stakeholders across VML / WPP, guiding them through complex customer experience and marketing transformations. You'll also play a vital role in mentoring and developing consulting talent within the practice, shaping our core offerings and driving innovation.

What do you bring to the table?

Ideal Candidate Profile

• Proven experience in a Big 4 consultancy, strategy firm, or marketing agency.
• Demonstrated success in delivering customer experience and marketing transformation programs.
• Expertise in CRM, loyalty, digital channels, service design, and operating model transformation.
• Familiarity with platforms such as Salesforce, Adobe Experience Cloud, Braze, Google Marketing Platform.
• Understanding of AI and agentic design principles and their application in marketing.
• Strong commercial acumen and ability to link strategy to business value.
• Excellent communication, leadership, and stakeholder management skills.

A leader in personalized customer experiences

VML 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 1000 + 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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