Senior Art Director CRM​/CX focus; Passport

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. 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.

• Lead the conceptualization and art direction of innovative CRM and CX initiatives, including email campaigns, paid media, and social content.
• Adapt a campaign toolkit with assets such as KVs and hero messaging into various CX assets, staying on brand.
• Communicate and articulate CX best practices while remaining creative and producing assets that are fit for purpose.
• Maintain brand consistency and understand core brand principles.
• 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.
• 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.

• A strategic and curious problem‑solver who connects disparate data points to simplify complex customer journeys and find cutting‑edge design solutions.
• An empathetic collaborator who champions a user‑centered approach, building meaningful connections through design that resonates on a human level.
• A creative and resilient thinker, comfortable with ambiguity and possessing the conviction to champion bold ideas that redefine the customer experience.

• 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, 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.
• Robust 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.

Base salary: $65,000 - $115,000 CAD. Compensation varies based on location, business needs, level of responsibility, experience, and qualifications. We foster a hybrid approach, with teams in the office an average of four days a week.

WPP (Passport Brand Design) 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.