Account Supervisor (CX/CRM focus)

Confirmed live in the last 24 hours

VML (Wunderman Thompson)

Toronto, Ontario, Canada

Hybrid

Posted March 16, 2026

Job Description

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.

Account Supervisor (CX/CRM focus)

The ideal candidate for the Account Supervisor role will be a confident, organized, and proactive leader, skilled in managing day-to-day client relationships and executing complex CX and digital advertising initiatives for our clients. This role balances strategic thinking, client leadership, process implementation, and an eager approach to independent problem-solving. Success requires strong attention to detail, a collaborative positive mindset, and the ability to consistently deliver against client objectives in the rapidly evolving digital landscape.

Responsibilities

Day-to-Day Account & Project Management

Manage the daily workflow across a diverse portfolio of Customer Experience (CX) and digital advertising projects, including website/app development, CRM programs, performance marketing campaigns, user journey optimization, and integrated digital media initiatives.
Develop and maintain detailed project timelines, scopes, and status documents.
Track deliverables, approvals, and dependencies to ensure projects remain on schedule and within scope.
Review creative and strategic briefs, ensure accuracy and clarity, and confirm they align with client objectives and CX/digital best practices.
Oversee internal and external review cycles, managing client feedback and ensuring revisions are executed accurately and efficiently.
Flag risks, scope changes, or timing challenges early and work with the Group Account Director to recommend solutions.
Lead internal status meetings and ensure teams are aligned on priorities, deadlines, and next steps.
Foster a collaborative, respectful, and solutions-oriented team culture.

Client Relationship Management

Serve as a primary day-to-day client contact, building strong, trusted relationships focused on their CX and digital growth.
Lead routine client check-ins, status calls, and working sessions.
Manage client expectations by clearly communicating timelines, deliverables, strategic recommendations, and next steps.
Act as a point of escalation for project issues, creative/UX feedback, or technical/production challenges.
Proactively identify opportunities to improve processes, optimize digital campaigns and user journeys, or expand the scope of work based on client goals and market trends.
Monitor overall client satisfaction and address concerns before they escalate.

Cross-Functional Collaboration