Global CCX Lead

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow. 

About WPP & the CCX Vision

At WPP, we are the creative transformation company—uniting creativity, data, and technology to help the world's leading brands grow. Within this ecosystem, the Cross-Agency CCX Team represents the next evolution of connected marketing: a truly channel-less, consumer-first growth strategy that integrates audience, journey, activation, and measurement across CRM, media, and content.

We are now seeking a Global CCX Lead – Strategy & Activation to architect and drive this transformation for one of WPP's most iconic Direct-to-Consumer clients: Nespresso.

The Opportunity: Architecting a Channel-Less Growth Framework

This is not a coordination role—it's a strategic and operational mandate to unify how Nespresso connects with consumers globally. The CCX Lead will act as the single strategic integrator between VML-MAP (CRM/Experience) and OpenMind (Media/Activation), shaping one cohesive growth agenda across audiences, journeys, and measurement.

Operating at the highest strategic level, you will partner directly with Nespresso's global leadership to transform how the brand activates and measures engagement, retention, and lifetime value across all touchpoints. You will also orchestrate collaboration across multiple WPP agencies and global market teams to ensure adoption of the CCX framework at scale.

What You'll Do: Strategy, Integration & Activation

1. Strategic Leadership & Orchestration

• Define and own the global CCX strategy and activation roadmap, embedding audience-first thinking across CRM, media, and content.
• Translate the client's CCX vision into actionable global frameworks, KPIs, and governance structures.
• Serve as a trusted strategic partner to Nespresso's senior stakeholders, influencing decision-making through insights and growth outcomes.
• Champion a channel-less approach that connects the entire consumer journey—from acquisition to loyalty—with measurable business impact.

2. Audience, Data & Journey Design

• Lead the creation of a unified audience framework, connecting CRM segmentation, media activation, and lifecycle triggers into a single, coherent model.
• Ensure first-party data is leveraged to personalize interactions and optimize performance across touchpoints.
• Partner with analytics and data science teams to deploy predictive models, lookalike audiences, and incremental measurement.
• Drive the integration of content, CRM, and media planning to deliver personalized, relevant, and connected experiences.

3. Cross-Agency & Market Integration

• Act as the integrator between VML-MAP and OpenMind, ensuring shared objectives, mutual accountability, and unified delivery.
• Embed audience-first planning across creative, media, CRM, and technology partners.
• Engage with global and local market teams to ensure adoption of CCX frameworks—empowering markets to execute within the global strategy while maintaining local relevance.
• Foster collaboration and transparency across all agencies involved, aligning them under one growth agenda.

4. Measurement, KPIs & Governance

• Architect robust measurement frameworks that track performance across brand, engagement, retention, and customer lifetime value (LTV).
• Define clear, business-led KPIs aligned with the client's global measurement model.
• Partner with analytics teams to turn data into actionable insights, driving optimization and continuous improvement.
• Establish transparent governance and reporting mechanisms—ensuring accountability, clarity, and a focus on business outcomes rather than process.
• Lead performance reviews across agencies, creating a culture of shared learning and excellence.

Who You Are: Strategic Integrator & Growth Architect

Experience & Expertise

• 15+ years of progressive experience in customer experience, CRM, data-driven marketing, or media leadership roles within global matrix organizations.
• Proven track record of driving cross-channel transformation and business growth at scale.
• Deep knowledge of CRM ecosystems (Salesforce, Adobe), paid media strategy, and marketing automation platforms.
• Proficiency in analytics, measurement frameworks, and data storytelling.
• Experience leading multiple agencies and cross-functional teams across markets and disciplines.
• Familiarity with Direct-to-Consumer (DTC) models and LTV-driven growth strategies.

Leadership & Mindset

• Confident communicator with C-level gravitas and the ability to influence senior stakeholders.
• Collaborative and culturally fluent leader who thrives in complex, multinational environments.
• Strategic thinker and hands-on operator, capable of translating frameworks into action.
• Passionately customer-centric, innovation-driven, and focused on measurable outcomes.
• Skilled at navigating ambiguity, fostering alignment, and driving clarity and impact.

Why Join WPP

This is a rare opportunity to define the global standard for connected consumer experience at the intersection of creativity, data, and technology.
At WPP, you will:

• Lead a Global Transformation: Architect the unified CCX vision for one of the world's most admired DTC brands, shaping how millions experience Nespresso.
• Operate with Influence & Authority: This role is fully sponsored at the highest levels of WPP, with the mandate to align agencies and drive an integrated growth agenda.
• Innovate at Scale: Work across data, media, CRM, and content to deliver the next generation of customer engagement.
• Collaborate with Industry Leaders: Join a world-class network of experts from VML-MAP, OpenMind, and WPP's creative and data partners.
• Build a Legacy: Leave a lasting mark by setting new benchmarks for how global brands integrate creativity, performance, and consumer experience.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

#LI-Onsite

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 around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular 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.