Senior Project Manager

Job summary

The Senior Project Manager will lead the end-to-end delivery of complex CRM and CX initiatives, acting as the primary liaison between business stakeholders and technical teams. They are responsible for managing project lifecycles, roadmaps, and cross-functional dependencies to ensure successful, data-driven outcomes.

Job details

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 strategic, results-driven Senior Project Manager with a strong foundation in CRM and Customer Experience (CX) to lead the end-to-end delivery of high-impact, enterprise-scale initiatives. In this role, you will serve as the connective tissue between business stakeholders, technical teams, and executive leadership — ensuring every project is delivered on time, within scope, and aligned to meaningful customer outcomes. Key Responsibilities Project & Program Delivery Own the full project lifecycle for complex CRM and CX programs, from discovery and planning through to launch and post-go-live support. Develop and maintain integrated project roadmaps, risk registers, and status reports that provide clear, data-driven visibility to stakeholders at all levels. Identify and resolve cross-functional dependencies proactively, minimizing disruption and keeping delivery on track. Facilitate sprint planning, backlog grooming, retrospectives, and release coordination across multi-disciplinary Agile teams. CRM & Customer Experience Drive projects that enhance CRM platforms, customer data strategies, and omnichannel customer journeys. Partner with Product, Design, and Engineering teams to ensure that technical solutions translate directly into improved customer outcomes. Champion a CX-first mindset across all workstreams, bridging the gap between technology delivery and real-world business impact. Stakeholder & Vendor Management Act as a trusted advisor to senior leadership and executive sponsors, delivering clear escalation paths and proactive communication. Manage relationships with internal teams, third-party vendors, and system integration partners. Lead steering committees and governance reviews with confidence and executive presence. Required Qualifications 5+ years of project management experience, with a strong focus on CRM and/or CX transformation initiatives. Proven track record delivering enterprise-scale projects in fast-paced, matrixed environments. Solid command of Agile, Scrum, and hybrid delivery methodologies. Exceptional skills in stakeholder communication, executive reporting, and risk management. Strong understanding of CRM platforms, customer data models, and customer journey frameworks. Bachelor's degree in Business, Technology, or a related field (or equivalent experience). Nice to have Hands-on experience with Salesforce (Sales Cloud, Service Cloud, or Marketing Cloud) (a plus). Proficiency in Jira for sprint management, epic/story tracking, and release coordination (a plus). Familiarity with tools such as Confluence, Smartsheet, or Azure DevOps. PMP, PMI-ACP, SAFe Agilist, or Certified Scrum Professional (CSP) certification. Salesforce Administrator or Consultant certification is a bonus. Exposure to AI-driven CRM capabilities (e.g., Salesforce Einstein, Agentforce) is highly desirable. The base salary for this position at the time of this posting may range between the values at the bottom of this posting. Individual compensation varies based on job-related factors, including location, business needs, level of responsibility, experience, and qualifications. - $65,000—$115,000 CAD 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. Before you do this, we think it's a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

What you’ll do

The Senior Project Manager will lead the end-to-end delivery of complex CRM and CX initiatives, acting as the primary liaison between business stakeholders and technical teams. They are responsible for managing project lifecycles, roadmaps, and cross-functional dependencies to ensure successful, data-driven outcomes.

Requirements

Candidates must have at least 5 years of project management experience with a focus on CRM or CX transformation in matrixed environments. A bachelor's degree in a relevant field and proficiency in Agile methodologies are required, with certifications like PMP or Scrum Professional considered a plus.

Listed skills

• Jira · Preferred
• Risk Management · Preferred
• Scrum · Preferred
• Agile · Preferred
• Project management · Preferred
• Salesforce · Preferred
• Stakeholder Management · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Project management
• CRM
• Customer experience
• Agile
• Scrum
• Stakeholder management
• Risk management
• Strategic planning
• Data-driven reporting
• Cross-functional leadership
• Salesforce
• Jira
• Confluence
• Smartsheet
• Azure DevOps
• Omnichannel strategy
• Project Management
• Communication
• Sprint Retrospectives
• Planning
• Agile Methodology
• Management
• Governance
• Coordinating
• Risk Management
• JIRA
• Leadership
• Innovation
• Stakeholder Communications
• Artificial Intelligence
• Marketing
• Customer Relationship Management
• Scrum (Software Development)
• Customer Service
• Business Continuity Planning
• Vendor Management
• Atlassian Confluence
• Creativity
• Systems Development Life Cycle
• Sprint Planning
• Relationship Management
• Product Design
• Project Management Professional Certification
• Customer Data Management
• Executive Presence
• Business Technologies
• Systems Integration
• Vector Markup Language
• Product Backlog Grooming
• PMI Agile Certified Practitioner

Job areas

• Management & Leadership
• Marketing
• Technology
• Consulting
• Creative & Media
• Project Manager
• Project Manager (General)
• Management and Organization Analysts
• Project Management Specialists

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