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 Assistance Programme 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.