Client Engagement Director

About the position

As a Client Engagement Director (CED) you will grow and manage multi-million dollar portfolios of integrated Inizio Engage XD (IEXD) client accounts either directly as main relationship owner or by guiding (Senior) Account Directors. A core responsibility is expanding accounts—both organically and by identifying new opportunities. You will build strong, consultative relationships with senior clients (including C-Suite), grounded in a strategic understanding of their business and the agency’s capabilities. You will be comfortable managing and growing diverse client portfolios of several million dollars. You will report to the Global Head of Client Engagement, North America.

Responsibilities

• Look for opportunities to expand on work with existing clients, increasing the value of the projects or bringing in new service lines (SLs)
• Bring in new projects with existing clients
• Identify new types of work to open for relevant SL as part of the account growth plan
• Develop a network of contacts to support broader range of contacts for BD efforts
• Ensure clear account plans exist across your portfolio, leading or mentoring (Senior) Account Directors
• Identify issues or opportunities early and develop solutions
• Partner with subject matter experts to provide client solutions
• Lead preparation and presentation of regular Client Boards to increase account growth
• Be an ambassador for the agency, promoting the philosophy of creating experiences that inspire lasting change
• Foster positive client relationships up to C-Suite, ensuring the internal team understands client business and how IEXD adds value
• Provide proactive, solutions-oriented account leadership, improving client engagement and identifying marketing opportunities
• Ensure the agency team is set up for success, either directly or by mentoring direct reports
• Initiate projects, ensuring important people are well-versed on relevant account aspects
• Interrogate and interpret client briefs to understand goals and guide the agency team
• Support specialist and integrated delivery teams, ensuring client briefs are met and being a point of escalation
• Lead pitches on your account and opportunities, ensuring the pitch process is understood and applied
• Mentor team members, setting onboarding plans and career pathways with clear goals and check-ins
• Establish the agency as a trusted client partner by understanding client business, priorities, and competitive landscape
• Build consultative client relationships that demonstrate value and purpose
• Ensure the account’s contact strategy works, establishing regular dialogue outside of projects
• Identify opportunities to introduce the agency to new client partners
• Plan and lead regular Business Review Meetings with clients and procurement partners
• Be a point of escalation for project issues from the agency team or client organization
• Foster collaborative relationships across IEXD, consulting the right subject matter experts at the right time
• Ensure account ambassadors and project teams are well-versed in client context
• Promote a culture of successful project delivery, acknowledging client MSA, Service level agreements, and compliance guidelines
• Navigate internal friction to deliver positive outcomes for clients and insights for the agency
• Guide direct reports and project teams through scope change conversations to ensure all work is funded and SOWs, PCNs
• Develop a strategic understanding of client needs at organizational and individual levels, tailoring the agency’s response
• Ensure cohesive briefs for projects, understanding client goals and success metrics
• Be accountable for the account’s financial forecast and overall financial health
• Maintain an accurate view of financial opportunities on Procim, partnering with project leads
• Deliver specific account income targets, maximizing IEXD income opportunities while recognizing client value
• Evaluate opportunities and decide whether the agency should pursue them
• Support successful project delivery as the client’s senior contact, ensuring adherence to IEXD methodology, client MSA, Service level agreements, and compliance guidelines
• Work with operations and department heads to resource projects, balancing skills and casting for a positive client experience

Requirements

• 8 to 10 years experience building consultative, client relationships (including C-Suite) obtained within a pharma/healthcare agency
• Experience working with high profile accounts and being the main relationship owner
• Experience managing important relationships both directly and through overseeing senior team members responsible for accounts within your portfolio
• Experience growing multi-million dollar portfolios
• Experience creating and working to clear account plans
• Experience with pharma-based clients and in developing strategic, tailored solutions is desirable
• Experience with financial forecasting
• Credibility in previous account leadership roles

Benefits

• Great compensation package
• 23 days' annual leave plus public holidays, company closure over Christmas and personal days
• 3 days volunteering leave
• Private Medical Plan
• Life Insurance
• 401(K) Plan
• Hybrid working
• Group Income Protection