Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

Who we're looking for:

The Process and Implementation Specialist in the Marketing Service Central (MSC) is responsible for analyzing and documenting client processes and business activities. This role involves designing, planning, and managing business processes both locally and globally. The Process and Implementation Specialist also helps plan and implement changes in the field, monitors assigned activities, and carries out implementation tasks. The role is diverse, involving tasks from process analysis to identifying errors and finding solutions. In some cases, the Process and Implementation Specialist will also manage small to medium-sized projects for the client, including planning, executing, and evaluating projects within set timelines. Additionally, this role supports the onboarding of new services or customers into the MSC operations model. The Process and Implementation Specialist reports to the MSC Operations Manager and the MSC Global Process and Implementation Lead.

What you'll be doing:

• Maintain and update assigned service-specific processes (Service Playbooks), including scope definition, flow charts, SIPOC, tracking guidance, checklists, escalation paths, and performance reports.
• Maintain center/area/subsidiary-specific documentation, such as business rules.
• Manage the center onboarding process.
• Develop and support processes for new or major services and service extensions, covering scope definition, flow charts, SIPOC, tracking guidance, checklists, escalation paths, and performance reports.
• Support the Global Process and Implementation Specialists/Lead in the development and execution of field implementations.
• Provide process/project management support for center-specific escalations.
• Collaborate with management, co-workers, and others to gain a detailed understanding of processes.
• Understand the process workflow, required resources, process duration, and expected outcomes.
• Analyze each aspect of the process to identify issues or errors, including data gathering and root cause analysis.
• Work with peers to develop solutions to identified problems.
• Monitor the process at every stage.
• Evaluate opportunities for process improvements to reduce costs, save resources, and enhance output quality.
• Execute assigned implementation steps.
• Stay informed about the latest technological advancements that could be integrated into existing processes.
• Suggest alternative or new processes that could improve or replace existing ones (process reengineering).
• Partially manage the deployment of new services and onboarding of new customers from an Operations perspective.
• Manage small to medium-sized projects, including building, maintaining, and overseeing project plans, tasks, risks, key milestones, deliverables, reporting, and schedules.
  
  
  

What you'll need:

• Minimum of 6 years of experience in a similar role.
• Strong communication skills with proficiency in both spoken and written English.
• Detail-oriented with a focus on accuracy and perfection.
• Strong analytical and problem-solving abilities.
• Technical knowledge to address and resolve process issues.
• Good organizational and resource management skills.
• Ability to manage time effectively, prioritize tasks, and handle multiple assignments.
• Capable of working with minimal supervision.
• Able to work well under pressure and meet tight deadlines.
• Familiarity with process-related tools and equipment.
• Solid understanding of computer fundamentals, MS Office, MS Projects, and other process-related systems.
• Knowledge of data (SQL, relationships) and databases (data flows, structures, system relationships) is a plus.
• Experience working with remote teams is a plus.
  
  
  

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

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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