*Remote

Role

The SVP, Director of Client Services (DCS) leads the Advertising Agency Client Services/Account Management function within a Line of Business (LOB). This role is responsible for setting the direction for and expectations of the Client Services group within the LOB, leading and guiding the team and the business for success and growth. This role is part of senior management within the LOB, reporting to the General Manager, and sits on the Leadership Team of the LOB.

The SVP, DCS is an inspiring people leader, motivating team members to deliver for each other and for our clients. This individual ensures client satisfaction and sets the pace and approach for developing strong client-agency relationships. The SVP, DCS leads and collaborates on key initiatives in people development, process improvements, and operational excellence in support of effective client delivery.

This person is a skilled relationship builder, possessing deep pharma marketing experience and proven success in the senior-most Account Management roles. They are particularly skilled in leading a team of Account professionals and unifying and motivating cross-functional teams toward strategic thinking and marketing solutions to achieve our client’s business goals.

The person in this role can listen, interpret, and anticipate client needs grounded in extensive knowledge of the client’s business, markets, and marketing mix. The SVP, DCS is constantly seeking and partnering with our clients and internal teams to generate innovative ideas that drive more and better engagement for our client’s brands and strengthen our client’s business.

As a business leader, this individual possesses strong financial acumen and effectively manages to achieve revenue forecast and margin. The individual in this role can cogently outline financial and staffing issues for the GM and executive management, getting out in front of any client, staffing, or financial issues that might put the business at risk.

The SVP, DCS is a seasoned agency leader who is often the face of the Fishawack brand at a client organization. This person operates internally and externally with integrity, empathy, and respect.

Responsibilities

Client Services Team Leadership

• Responsible for overall performance of the Client Services team within the LOB
• Sets expectations for performance, including guiding principles, best practices, and competencies
• Provides strong, engaged leadership, effectively directs team members to meet expectations and accomplish organizational, team, and individual goals
• Establishes priorities on brands and contributes to team discussions and problem-solving
• Exhibits superior interpersonal skills to lead, motivate, and unify team and ensure a positive employee experience
• Develops team members through coaching, mentoring, performance management, and training and development
• Leadership and guidance of a team of SVP/VP Account leaders, strengthening and growing our next level leaders
• Is an organizational leader; highly refined, positive internal working relationships at all levels and within all FH groups

Client Relationship Management/Building

• Exhibits mastery in leading positive client relationships in complex situations, resolving client issues and strengthening client engagement
• Builds and nurtures relationships at senior levels within the client organization through regular communication and leadership of quarterly business reviews
• Able to triage and manage the most sensitive client discussions, including those related to escalation issues
• Owns the final decision on agency recommendations and escalation discussions related to client relationship issues
• Knows how our client’s performance is measured and grounds agency solutions in what matters most to our clients

Strategic Advisor

• Has deep knowledge of the pharma industry and understands and keeps pace with the issues and opportunities facing our clients’ businesses
• Possesses experience across all dimensions of marketing planning and budget development; contributes to annual brand planning with cross-functional team
• Has experience working with brands through all phases of the lifecycle, including strong pre-launch, disease education, and launch experience
• Provides strategic counsel to clients by solving specific client business problems and delivering recommendations that meets the client’s business needs and establish Fishawack Health as a valued partner
• Ensure that insights, research, and data analytics are an integral part of our client counsel and recommendations which includes integrating our offerings and developing a strong cohesive narrative
• Works collaboratively with Strategy, Engagement, Creative, Scientific, and Digital leaders to ensure teams are working optimally to deliver solutions that are on strategy and meet the clients’ needs

Financial Management and Growth

• Leads the Client Services team managing a book of business with a portfolio of individual clients/brands and total annual revenue of $25M+
• Responsible for forecast development of LOB accounts, and ensures accurate forecast updates monthly and quarterly
• Works collaboratively with Business Operations to ensure staffing plans are in place and team is ready to deliver for clients and deliver on forecast
• Attains and exceeds annual revenue plan for individual clients/brands within LOB by providing value and actively seeking new assignments and organic growth opportunities
• Ensures Client Services utilization targets are met, and addresses any underutilization or overutilization issues
• Partners with GM, Finance, and Business Operations teams to monitor and manage staffing levels and costs to achieve margin targets
• Partners with General Manager, Director of Business Development and cross-functional teams in new business and organic growth efforts
• Works collaboratively with Talent Acquisition to recruit top Account talent and maintains a talent pipeline to support future growth
• Maintains regular and consistent communication with LOB leads across other functions to ensure collaborative growth
• Contributes to annual business planning

Requirements

• 20 or more years of experience in marketing or marketing-related roles within the pharmaceutical industry
• Agency Account leadership experience required
• Experience in digital marketing and fully integrated marketing projects preferred
• Experience leading books of business with yearly revenues of $15 million or more
• Experience leading teams of account management professionals at multiple levels of 10 people or more
• Proven ability to develop new business opportunities and significantly grow revenues within an existing client base
• Experience gaining access and building relationships with VP level leadership and above at the client organization

What we can offer:

Fishawack Health aims to empower every employee to develop and thrive. We empower our team with the tools, skills, and support needed to think differently and to solve healthcare’s most complex challenges.

At the center of our people-led culture is our Career Experience team, whose mission is to provide every employee with a purpose-driven career. We also pride ourselves on our personalized learning approach to ensure you receive the training you need to help you grow within the company and take advantage of our global scale and scope.

We are committed to embedding diversity and inclusion in every aspect of our organization to encourage diversity of thought, inclusive behavior, and innovative solutions. As part of our commitment to building a healthier world, every employee is also encouraged to participate in our community engagement efforts, which support a wide range of healthcare programs and wellbeing causes worldwide.

We have offices in 19 city hubs across North America, Europe, and Asia, geared toward collaborating, training, socializing, and coming together as a global organization while maintaining and fully supporting flexible working practices. Our compensation and benefits package is benchmarked across the industry. We offer a generous company pension/retirement plan, private medical insurance, comprehensive employee wellbeing initiatives, compelling time-off policy, plus many other excellent employee benefits.