Director, Client Services

At Real Chemistry, making the world a healthier place isn’t just an aspiration—it’s our everyday reality. Our drive to transform healthcare is informed by our blend of deep scientific expertise, human-centred creativity, and AI-driven insights, fostering a unique environment where innovation thrives and our people are impact-obsessed. As a global agency, we provide a full suite of services across healthcare communications and marketing to our clients, including top players in the pharmaceutical and biotech industries. Our #LifeatRealChem culture is rooted in our people—we believe we are best together and are committed to excellence for both our clients and colleagues. Whether you're a seasoned professional or just starting your career, if you share our passion for healthcare and connection, we invite you to explore our opportunities. Discover your purpose. Embrace innovation. Experience #LifeatRealChem. Role Summary Real Chemistry is looking for an Account Director to join our growing Media Client Service team! As Account Director, Client Service, you will lead 1-2 highly integrated marketing client relationships spanning strategy, creative, paid targeted media, digital, social, analytics, martech, and omnichannel orchestration. You will serve as a trusted client partner and multidisciplinary agency lead, shaping strategic recommendations, translating data and insights into marketing performance opportunities, coordinating cross-agency delivery, and ensuring the work is profitable, on-time, on-budget, and aligned to client business objectives. This is a hybrid role, based in any of our US offices—including Boston, Chicago, Carmel, or Lambertville—or remotely within the US, depending on team and business needs. What You’ll Do Client Relationship & Full Customer Experience Orchestration Serve as the main Real Chemistry point of contact for client omnichannel strategy and operations teams, developing meaningful and productive relationships that align strategic recommendations and deliverables to client imperatives and expectations. Own the full customer experience across disciplines, orchestrating strategy, creative, media, CRM, analytics, martech, and omnichannel partners to deliver integrated client solutions. Initiate ongoing client communication to manage incoming requests, align expectations, anticipate risks, confirm staffing needs, and provide strategic counsel across workstreams. Map to senior client stakeholders and serve as an escalation point across multidisciplinary workstreams, ensuring issues are framed clearly and resolved through sound judgment, data, and collaboration. Provide proactive counsel on research findings, shifting marketplace dynamics, competitive pressures, brand influences, and performance opportunities to gain consensus and advance strategic initiatives. Integrated Strategy, Planning & Paid Media Partnership Partner with clients and internal leads to develop integrated plans that address business and marketing challenges while advancing broader omnichannel strategy. Partner in developing scopes of work and change orders, ensuring integrated plans, dependencies, deliverables, timelines, and commercial assumptions are clearly captured. Create thoughtful, clear, concise materials such as POVs, business-objective summaries, strategic plans, recommendations, and client-ready decks. Understand how paid media contributes to broader omnichannel strategy and ensure media, content, segmentation, analytics, and CRM considerations are connected across the customer experience. Performance Marketing, Data & Advanced Analytics Provide counsel internally and with clients on campaign performance, creative and placement optimizations, measurement data, and reporting outputs. Translate data and insights into marketing performance implications, helping clients and teams understand what the results mean and what actions should follow. Identify, frame, and advance needs or opportunities related to advanced analytics, research, segmentation, lead scoring, data workflows, and omnichannel measurement. Leverage analytics, research, media, CRM, strategy, technology, and creative teams to deliver integrated recommendations and executional excellence. Maintain strong working knowledge of paid media platforms, advertising processes, campaign data, and reporting inputs used to support and measure performance. Operations, Finance & Revenue Stewardship Manage financial aspects of the account, including burn versus forecast, invoice submission and tracking, fee forecast versus actuals, and proactive direction to avoid overburn. Understand general compensation structures (e.g. fixed vs. T&M) and apply that knowledge to scope, staffing, revenue forecasting, financial conversations, and account profitability management. Facilitate disciplined account operations, including meeting schedules, agendas, recaps, out-of-scope tracking, finance/revenue tracking, and client invoicing processes. Work directly with cross-functional counterparts across paid media, analytics, CRM, strategy, communications, creative, technology, and delivery to develop, vet, and execute campaign scopes while tracking responsibilities and budget. Oversee quality-control and client review/approval processes for tactical submissions, ensuring work moves efficiently while meeting expectations. Integrated Agency Team Leadership & Cross-Agency Delivery Lead integrated agency team discussions across all workstreams, surfacing asset, data, timing, approval, and dependency issues that could impact delivery. Inspire and lead internal teams to deliver technical, operational, and strategic excellence across a fast-paced mix of client engagements. Serve as the problem-solving and escalation lead for execution and project challenges, using influence and technical understanding to keep work on time and on budget. Partner with practice and shared-service leads to streamline, elevate, and innovate tactical processes and integrated delivery models. Capability Growth & Enterprise Contribution Understand and champion Real Chemistry capabilities across healthcare, digital, communications, data, analytics, media, CRM, and technology to identify growth opportunities for clients. Drive multidisciplinary capability growth, including integrated services and products for both RCM and Real Chemistry at large. Spot opportunities for clients to achieve greater success, reach broader audiences, and use the full set of Real Chemistry capabilities in a coordinated, performance-oriented way. Who You Are You have achieved a leadership position in marketing or advertising, ideally within the healthcare industry, including pharma, biotech, payor, provider, or healthtech environments. You have 4+ years of active management of performance marketing or advertising-driven client activities across platforms such as websites, display, video, social, and search. You are client-service focused and able to manage senior relationships, complex issues, multiple stakeholders, and multidisciplinary teams with confidence and sound judgment. You can orchestrate internal and client teams to deliver against client objectives and internal metrics such as client satisfaction, margin, forecast accuracy, and delivery excellence. You bring solid knowledge of omnichannel strategy, analytics inputs, and performance measurement processes. You are comfortable translating data, insights, segmentation, lead-scoring, and workflow considerations into clear recommendations for clients and internal teams. You can manage budgets, scopes, fees, forecasts, invoices, out-of-scope conversations, and operational details while maintaining strategic perspective. You have superb presentation and writing skills, including the ability to present to clients and create concise, executive-ready materials. You thrive under pressure, prioritize effectively, and help teams work smarter while delivering innovative, integrated solutions. Key Success Measures Client relationships are trusted, proactive, and well-managed across senior stakeholders and day-to-day teams. Integrated workstreams are aligned around clear plans, dependencies, ownership, timelines, and decision points. Performance recommendations are grounded in data, analytics, research, and a clear understanding of paid media and omnichannel strategy. Financial management is disciplined, with burn, forecast, invoices, fee actuals, and out-of-scope needs tracked and escalated early. Real Chemistry capabilities are connected to client needs in ways that support growth, delivery excellence, and measurable marketing impact. Pay Range: $105,000 - $155, 000 This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on job-related, non-discriminatory factors including but not limited to work experience, skills, certifications, and geographical location. The Company reserves the right to modify this pay range at any time. Real Chemistry is proud to be Great Place to Work® certified; check out what our people shared about our culture and workplace on our Great Places to Work Profile here . We believe we can do our best when feeling our best, which is why we’ve put together a benefits program designed to give you the support you and your family need at every stage of life. Real Chemistry offers a comprehensive benefit program and perks, tailored to your region. Globally, this includes offices in our key markets with free snacks to keep you running all day long, generous holiday and paid time off, options for private medical, dental, and vison plans, and support in saving for the future. Other perks include mental wellness coaching and support and access to more than 13,000 online classes with LinkedIn Learning. Learn more about our great benefits and perks and search specific offerings in your region at: www.realchemistrybenefits.com . At Real Chemistry, we believe we're at our best when we're connected. Our Real Hybrid and Regional Teams (Real HART) approach is designed to foster collaboration, learning, innovation, and meaningful relationships while providing flexibility where appropriate. Because our workforce spans multiple countries, regions, and client needs, work arrangements may vary by role and location. Some positions offer hybrid or remote flexibility, while others require regular in-office presence. For example, certain teams and regions, including some of our UK operations, have office-based requirements. Your recruiter will discuss the specific expectations for the role you're pursuing during the interview process and keep you informed throughout the hiring journey. For employees located within a one-hour commute of a Real Chemistry office, we require in-person attendance two days per week, either from a Real Chemistry office or when working onsite with clients. Employees in regions without a nearby office may work remotely and come together throughout the year for collaboration, culture-building, learning, and team connection opportunities. While these guidelines reflect our current workplace model, we understand that everyone’s circumstances are unique. If you require additional flexibility, we welcome an open conversation with your recruiter and our HR team to discuss your needs and determine what may be possible. Real Chemistry is an Equal Opportunity employer. We continually strive to build and sustain an inclusive and equitable work environment where our employees feel empowered to leverage all they bring from their personal lived experience and professional expertise, to make our team the best in the industry. We encourage motivated and qualified applicants to apply without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity/expression, ethnic or national origin, age, physical or mental disability, genetic information, marital information, or any other characteristic protected by federal, state, or local employment discrimination laws where Real Chemistry operates. Should you require accommodations throughout the interview process please let your recruiter know. *Notice: Real Chemistry and its affiliates' names are being misused by scammers through messaging services, fake websites, and apps. Do not share personal or financial information or make payments to any unverified sources claiming to be connected to Real Chemistry. We are working to stop these unauthorized activities and protect our community. Read more here .