Managing Director, Customer Journey Analytics & Personalization

Responsibilities

• Own governance and maintenance of customer journeys across core audiences and touchpoints
• Analyze customer behavior, funnels, paths, churn, and lifetime value to identify opportunities
• Define KPIs, dashboards, and reports to measure journey effectiveness and personalization impact
• Develop and manage personalization roadmaps across channels and journey stages
• Guide personalized content, offers, recommendations, and dynamic orchestration
• Partner with cross-functional teams to align customer experience strategy and business goals
• Ensure data quality, integrity, and compliance across journey and personalization efforts

Requirements

• Expert-level data analysis, interpretation, and visualization skills
• Experience with Adobe stack, Salesforce CRM, and marketing automation tools
• Strong understanding of CDPs, web analytics, and personalization platforms
• Experience with A/B testing and multivariate experimentation
• Ability to translate complex data into actionable strategy
• Strong communication and stakeholder management skills
• Knowledge of data privacy and compliance requirements

Preferred Qualifications

• Experience with predictive modeling and next-best-action frameworks
• Familiarity with customer journey orchestration at scale
• Background in marketing measurement and optimization

About the Company

VML is a global creative company within WPP, combining brand experience, customer experience, and commerce to help leading brands grow. The company operates across 55+ markets and is recognized for its work in marketing measurement, optimization, and digital experience.