CRM & Marketing Automation Manager

Wunderman Thompson

Department: Data & Analytics

Expertise: Data

Location: London, United Kingdom

Who we are:

At Wunderman Thompson we exist to inspire growth for ambitious brands. Part creative agency, part consultancy and part technology company, our experts provide end-to-end capabilities at a global scale to deliver inspiration across the entire brand and customer experience.

We are 20,000 strong in 90 markets around the world; our people bring together creative storytelling, diverse perspectives, inclusive thinking, and highly specialized vertical capabilities to drive growth for our clients. We offer deep expertise across the entire customer journey, including communications, commerce, consultancy, CRM, CX, data, production, and technology.

The Role

You will be an ambassador for CRM at Wunderman Thompson, supporting the New Business and Data teams with our new and organic growth opportunities. You will be consulting with clients, connecting with our Group businesses and upskilling agency personnel. Wunderman Thompson Group has capabilities across CRM/Loyalty strategy, data & analytics, technology and operations and our clients often manage some of these elements in-house. We need someone that can be a trusted partner to our clients, navigate their businesses, the CRM landscape and WT’s own capabilities to propel forward our clients’ CRM activities and results. You’ll need to know the technical landscape (Adobe, Salesforce etc.) very well, understand the data that underlies it, how to use analytics and have a strong appreciation of CRM/Loyalty strategy and propositions. This role would suit an experienced CRM marketer with a strong grounding in data and technology who has successfully consulted with clients and/or led teams to deliver world-class CRM for renowned brands.

You will be highly consultative and skilled at aligning and influencing multiple stakeholders and are able to create compelling proposals to answer our clients' needs and challenges. The role is client agnostic, supporting all CRM projects covering everything from capability assessments to content best practices within CRM channels.

What you’ll be doing

  • Understand our CRM proposition, narrative & POV and lead our new and organic growth opportunities, supporting our client services team in leading meetings and creating compelling proposals for clients
  • Work closely with our Project Management teams to scope and estimate CRM deliverables across the agency
  • Work with our existing clients such as Shell, BT, Samsung and Lexus to understand their objectives, strategies, data, systems and processes, finding gaps and creating proposals that offer solutions to their challenges
  • Be a point of contact for client and internal strategy/creative/PM/AM teams to enable CRM functionality such as personalisation, content and process efficiencies on projects & campaigns
  • Support the relationship with technology partners such as Adobe, Salesforce, Movable Ink, Phrasee, Taxi for Email and Braze to be on top of their capability and new features, always on the lookout for potential client opportunities and upskilling agency teams
  • Participate in CRM client engagements, aligning multiple clients and specialists to identify current state, ideal state, then define and deliver roadmaps, identifying best-practices, strategies and use cases to transform our clients’ CRM:
  • From business and product centric to customer centric communications
  • From ‘one-size-fits all’ to personalised multi-touch journeys across CRM channels
  • From unsophisticated, inefficient and manual delivery to marketing automation and maximisation of class-leading marketing technologies
  • Participate in pitches for new and existing clients
  • Be an internal champion for CRM (as well as for clients), sharing industry knowledge and innovation, devising and running training sessions, promoting best practice and our work.

Who we’re looking for

We’re looking for a CRM Growth Associate who has strong experience with selling and delivering customer focused CRM projects.

You should have:

  • Proven experience in a similar function, either for a recognised brand, agency or consultancy
  • Excellent communication, organisational and presentation skills
  • A passion for and expertise in delivering sophisticated modern CRM at scale – personalisation, dynamic content and lifecycle customer journeys through modern marketing automation technology
  • Significant experience at scoping, resourcing and developing commercial proposals

Must have knowledge (you need not be a deep practitioner in all these areas, but do need have a strong understanding of the landscape and be able consult across them):

  • CRM strategy – customer value propositions, lifecycle and value management
  • Data & analytics – customer data strategy, targeting, personalisation, measurement
  • CRM technologies – marketing automation/ESPs expertise (Adobe Campaign, Salesforce Marketing Cloud, Movable Ink, Taxi for Email)
  • CRM delivery and operations – operating models, campaign management/delivery, process design, governance


At Wunderman Thompson, we are committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect.  As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve.

Wunderman Thompson is a WPP agency.  For more informationplease visit our website and follow Wunderman Thompson on our social channels via Twitter, Facebook, LinkedIn, and Instagram.  

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