Description:
- Role: Omnichannel Program Manager.
- Reporting to: Sr VP - Operations & Strategy.
- Location: Mumbai.
About Us:
VML is a global powerhouse born from the unification of Wunderman Thompson and VMLY&R two of the worlds most accomplished creative agencies with complementary capabilities and geographic strengths.
We provide our client partners with a fully integrated offering across brand experience, customer experience, and commerce practices - powered by deep data and technology expertise.
Key Responsibilities:
- Lead and scale the companys omnichannel strategy across Emerging Markets, ensuring a consistent, insight-led, and compliant customer experience while enabling local flexibility.
- This global leadership role defines direction, strengthens enterprise tech and AI enablement, and drives cross-market adoption and measurable impact.
- Define and execute the global omnichannel vision and roadmap aligned with clients business and brand priorities.
- Lead enterprise-level tech enablement, ensuring scalable and interoperable MarTech/CRM capabilities (SFMC, Veeva, Tealium, etc.
- Champion AI-driven engagement, personalization, and decisioning across channels and markets.
- Establish and evolve global-to-local operating models (RACI, governance, intake, prioritization) for consistency and agility.
- Drive adoption through structured enablement, training, and a community of practice to uplift market capability.
- Partner with Product, Tech, and Data teams to ensure orchestration, measurement, and consent management are integrated and future-ready.
- Monitor performance and value realization; identify gaps, share insights, and scale proven approaches globally.
- Ensure compliance-by-design with medical, legal, regulatory, and responsible AI standards.
Skills & Competencies:
- Extensive experience leading global omnichannel or digital transformation initiatives.
- Proven success in enterprise program leadership and senior stakeholder engagement.
- Expertise in CRM/MarTech ecosystems, data platforms, and AI-driven engagement models.
- Strong capability in change management, adoption planning, and capability building.
- Strategic thinker with ability to connect customer experience to measurable business outcomes.
- Excellent communication and storytelling skills; able to simplify complexity and drive action.
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