Senior Art Director – CRM / CX focus (Passport)

Who We Are
VML, part of WPP, 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.
About WPP
WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.
About Passport Brand Design
With offices in Newport Beach, New York, Toronto and Montréal, Passport Brand Design (a VML company) is rapidly putting itself on the map as a trusted brand partner. We’re passionate about offering creative leadership to global businesses seeking direction on high-level brand strategy, evergreen and seasonal campaigns, and creative executions across all touch points. Our holistic approach to brand identity begins by creating a strategic positioning and brand purpose, which is then translated into a core creative idea that has the power to align teams and guide a fully integrated marketing process. We are looking for people who love what they do, who want to stay inspired and inspire others, who want to do great work and work with great people.
Senior Art Director – CRM / CX focus
Passport Brand Design is seeking an exceptional Senior Art Director with a deep specialization in Customer Relationship Management (CRM) and Customer Experience (CX) design. We are looking for a creative leader who excels at translating customer data and strategic insights into visually compelling, personalized experiences. You are a master of your craft in Figma and thrive on designing seamless, engaging customer journeys that build brand loyalty and drive action. Your work will directly shape how customers interact with our clients' brands across critical touchpoints. Please note the successful client will work on a large client in the nicotine category
What You'll Do
Lead the conceptualization and art direction of innovative CRM and CX initiatives, including email campaigns, Paid Media, Social content
Someone who can adapt a campaign toolkit with assets such as KVs and hero messaging into various CX assets, including CRM and paid media, while staying on brand.
An expert in Figma who can communicate and articulate CX best practices while remaining creative and producing assets that are fit for purpose.
Understands core brand principles and maintains brand consistency.
Design and execute visually stunning, user-centric layouts and assets for various CRM/CX platforms, ensuring all creative is on-brand and strategically sound.
Collaborate closely with copywriters, strategists, and data analysts to create cohesive and effective customer journeys that feel both personal and impactful.
Utilize Figma to create high-fidelity mockups, prototypes, and design systems that streamline workflow and ensure consistency.
Confidently present creative concepts and design rationale to internal teams and clients, articulating how the visual approach meets strategic objectives.
Mentor and guide other creatives, sharing your expertise in CRM/CX design principles and best practices.
Who You Are
You are a strategic and curious problem-solver, connecting disparate data points to simplify complex customer journeys and find innovative design solutions.
As an empathetic collaborator, you champion a user-centered approach, building meaningful connections through design that resonates on a human level.
You are a creative and resilient thinker, comfortable with ambiguity and possessing the conviction to champion bold ideas that redefine the customer experience.
What You'll Need
6+ years of experience in an advertising agency or design studio, with a strong portfolio demonstrating expertise in CRM and CX design.
An outstanding online portfolio showcasing exceptional conceptual thinking and visual execution in email marketing, loyalty programs, and personalized digital experiences.
Expert-level proficiency in Figma is required; you should be comfortable building design systems, creating interactive prototypes, and collaborating seamlessly within the tool.
Proven ability to develop compelling visual strategies that enhance the customer journey and achieve business goals.
Strong understanding of visual design principles (typography, color, composition, layout) as they apply to digital, user-centric experiences.
Excellent communication and presentation skills, with the ability to articulate creative vision and strategic thinking to clients and team members.
Ability to manage multiple projects in a fast-paced environment, meeting deadlines while maintaining the highest creative standards.
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.
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$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.
VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.
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