Executive Director of Client Services - US

Executive Director of Client Services

We are seeking an experienced Executive Director of Client Services to lead our client services function, oversee a portfolio of strategic accounts, and serve as a trusted partner to pharmaceutical and biotechnology clients. This individual will play a critical role in driving client satisfaction, business growth, operational excellence, and team development across the agency.
Key Responsibilities

- Lead and develop the Client Services team, providing mentorship, coaching and performance management to Account Directors, Account Managers and other client-facing team members.

- Own the delivery and performance of a portfolio of pharmaceutical and biotechnology accounts, ensuring high-quality service, long-term client retention and sustainable growth.

- Hold responsibility for portfolio revenue performance, forecasting and profitability, identifying opportunities for organic growth and expanded client engagement.

- Build and maintain strong relationships with senior client stakeholders, acting as a strategic advisor and trusted partner.

- Shape client engagement and communications strategies, providing strategic counsel that aligns scientific objectives with commercial and business goals.

- Partner closely with scientific, creative and operational teams to ensure programmes are delivered effectively and efficiently.

- Oversee the planning and delivery of publications programmes, including manuscripts, abstracts and posters.

- Provide strategic oversight of advisory board programmes, from design and planning through execution and post-meeting deliverables.

- Support scientific exchange initiatives, including congress activities, MSL support programmes, KOL engagement and medical education activities.

- Ensure projects are delivered in compliance with industry regulations and client requirements, proactively identifying and mitigating potential compliance risks.

- Maintain a strong understanding of relevant industry standards and regulations, including ABPI and EFPIA codes for UK and European programmes and FDA promotional regulations for US-facing work.

- Contribute to agency-wide leadership initiatives, process improvement and business planning activities.

Experience & Qualifications

- 12-15+ years' experience in client services within a medical communications agency or closely related healthcare, pharmaceutical or biotechnology environment.

- Proven experience managing senior stakeholders and high-value pharmaceutical or biotechnology accounts.

- Demonstrated leadership experience, including team management, coaching and succession planning.

- Strong commercial acumen, including experience managing revenue targets, profitability and account growth.
Deep knowledge of scientific communications, including publication planning, advisory boards and scientific exchange programmes.

- Strategic mindset with the ability to develop communications and account strategies rather than solely executing programmes.

- Strong understanding of pharmaceutical compliance requirements and regulatory frameworks.

- Excellent interpersonal, leadership, presentation and consultative skills.

- Ability to thrive in a fast-paced agency environment and manage multiple priorities simultaneously.

Benefits

- Fully remote working arrangement.

- 20 days' paid annual leave (pro-rated for new starters), with additional entitlement considered for more senior hires.

- Company-paid life insurance.

- Company-paid short-term and long-term disability coverage.

- Medical insurance, with employees contributing 15% of monthly premiums through pre-tax payroll deductions.

- Health Savings Account (HSA), with company contributions towards eligible deductibles.

- Dental and vision insurance, with employees contributing 15% of monthly premiums through pre-tax payroll deductions.

- 401(k) retirement plan, including Safe Harbor employer matching following the applicable eligibility period.

- Employee Assistan