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.
  
• Discretionary annual bonus.
• Earn up to $2,500.00 through the SCIRIS Group Employee Referral Scheme when you refer a candidate who is successfully hired into a permanent role.
  
• An extra day of PTO for each year of service after your 3rd anniversary (up to 5 additional days), plus monetary awards at the 5, 10, and 15 year milestones.
  

Why join us?

We offer the flexibility of a fully remote role, a collaborative team environment, competitive benefits and opportunities for professional growth and development.