Managing Director - Performance Hub

About VML

VML is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML's specialist health network, VML Health, is one of the world's largest and most awarded health agencies. VML's global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.

VML is a WPP agency (NYSE: WPP). For more information,please visit www.vml.com, andfollowalong on Instagram,LinkedIn, andX.

Roles And Responsibilities

Run the Performance Hub as a business. The focus is to expand Salesforce across international markets for WPP's key automotive client, centralise and improve systems and ways of working, and manage the hub commercially (billings, utilization, margin, headcount). Role is to set one operating standard across markets, connect CRM with media and platform, and drive a simple rhythm: ship, learn, scale. Analytics is oversight only; the focus is Salesforce, operations, and outcomes.

Salesforce proliferation and CRM delivery

• Expand SFMC/CRM adoption across 10+ International Markets using a single, standard blueprint (environments, data flows, consent, channels, QA).
• Industrialize multi-market journeys (email, WhatsApp, SMS, push) with reusable components, release trains and clear SLAs.
• Enforce readiness gates (brief audience content QA approval deploy measure) and resolve escalations quickly.
• Lift throughout while maintaining deliverability and quality.
  
  

Centralization and ways of working

• Design and enforce a One International Markets Operating Standard: RACI, sprint rituals, intake, QA, change control.
• Centralize tooling (JIRA/Confluence, templates, QA scripts, dashboards) and reduce bespoke market set-ups.
• Tie CRM to media and platform (audience hand-offs, UTM discipline, tagging, pixel/catalogue hygiene) to improve conversion.
  
  

P&L, Commercials and People

• Own the unit P&L: forecast billings and margin, manage rate cards and change orders, track utilisation and recoveries weekly.
• Plan capacity and hiring; balance bench and surge; select vendors and keep contracts tight.
• Line-manage senior leads; set career paths, performance standards and retention plans.
  
  

Experimentation and Standardization

• Run a clear experiment backlog (triggers, send-time, creative variants, landing-page flows, SFMC components).
• Convert winning tests into standards: document, train, templatize, roll out; retire legacy approaches.
  
  

Analytics and digital platform oversight (light)

• Ensure essential reporting exists (journey health, deliverability, site-to-lead, lead-to-booking, CAC).
• Partner with data analytics for deeper work; use insights to drive action without building pipelines yourself.
  
  

Governance and cadence

• SOW compliance and firm change control to protect scope and margin.
• Quarterly business review with WPP IMG leadership covering performance, risks, hiring and roadmap.
  
  

Stakeholders

• Client –CRM and Platform leads, market CMOs, IT/Data owners.
• Internal – CRM Ops Lead, Platform Ops, Media Lead, Marketing Science, Finance, HR.
• Partners – Salesforce, gateways, QA tools, content production.
  
  

Skills And Competencies

• 15+ years in CRM/Mar Tech with 5+ years leading Salesforce/SFMC delivery at regional scale.
• Proven ownership of a P&L or large book of business in an agency/consultancy (billings, utilization, pricing, margin).
• Built and led centralized delivery hubs serving multiple markets; strong change management.
• Track record integrating CRM with media and platform to move commercial results.
• Comfortable making firm trade-offs on speed, scope and quality, and enforcing process.
• Familiarity with Adobe Analytics, tag management, consent frameworks, and basic data pipelines.
• Experience consolidating legacy stacks into a standard model.
  
  

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.

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