SVP, Director of Client Services

Senior Vice President, Director of Client Services 

As SVP, Director of Client Services, you are responsible for protecting and growing the business and the agency’s relationships with its client base with little management oversight. The SVP, DOC position requires you to focus and employ the agency’s resources to effectively and profitably serve existing clients while developing the skills and talents of the account management staff. As Director of Client Services, you impact the agency’s financial performance in five ways: 1) client revenue and profitability; 2) incremental growth through existing clients and new business; 3) cost control; 4) staff retention and development; and 5) participation in new business activity.  

 Primary Job Responsibilities: 

 Client Relationship Management  

• Establish and build strong working relationships with senior level client contacts  

• Maintain each client’s respect and confidence as a trusted advisor and confidant offering an open ear, sound judgment, proven business acumen and a range of relevant approaches to various issues and opportunities 

• Demonstrate confidence, authority and level-headed decision-making to the client as the agency’s leadership voice on assigned accounts  

• Effectively and confidently balance the dual expectations and business goals of the client and agency as well as the expectations of multiple clients and agency teams  

• Anticipate and address potential client relationship or revenue issues, advising agency management in time for the agency to act proactively  

• Ensure that all Agency work represents the best we have to offer -- strategically sound, arresting creative, and error-free  

• Keep abreast of marketing/advertising and brand-specific trends in order to offer added- value to the client/creative product 

Staff Leadership and Support  

• Outline expectations of, and communicate effectively with, agency staff assigned to these accounts  

• Effectively assign, delegate and monitor the work of the agency staff assigned to the accounts specified above as well as other accounts/projects as assigned  

• Provide a model of project/team leadership -- prepared and pro-active, thorough and accurate, fair and balanced, a willingness to do whatever is required  

• Establish rapport and trust with a range of staff members assigned to your account(s) – recognizing the strengths and developmental needs of individual staff members; acknowledging the expectations of, and on, others; committing to recognize and work to minimize knowledge gaps; and be willing to consider multiple points-of-view  

• Demonstrate a willingness and ability to lead the positive, spirited debate of ideas and points-of-view in order to push “your team” and the agency at large to deliver a continuously improving product  

• Demonstrate the value of, and encourage your staff’s desire for continuing to learn  

• Create a working environment that encourages and supports a positive mindset about the work as well as the client and agency staff that is involved  

• Respond to pressures of work volume and time requirements in a way that is consistent, appropriate and positive for both you and the agency long-term  

• Communicate effectively and proactively with department heads regarding performance issues and opportunities for improvement  

• Encourage and demonstrate unity behind team and agency decision-making  

• By example and direct instruction, teach staff members to make clear, balanced and effective decisions  

• Mentor and develop your staff to motivate them and help them to grow and excel in their roles  

Analytical and Planning Abilities  

• Display, and serve as a model of, marketing curiosity and the willingness to push your own thinking and the agency’s work in new directions  

• Lead the efforts to develop and articulate key points-of-view – internally and externally – relative to strategic/creative alternatives, client industries and issues  

• Demonstrate the capacity, and lead the agency’s efforts to identify key elements of an issue, problem or data set and be able to articulate a wide range of client and agency opportunities and implication 

• Make decisions that reflect “layers” of thought – enthusiasm, insight, caution, discretion – and a prudent balance of client and agency goals  

• Work with clients to establish annual budget and staffing plan to best meet the needs of the client and the agency’s revenue and profitability  

• Proactively initiate discussion, and address any anticipated variance from, annual agency revenue goals  

• Identify and capitalize on specific opportunities for growth within existing client organizations  

• Be a steward of our clients’ and the agency’s finances – avoiding unnecessary expenditures, acting to minimize errors, and negotiating required costs  

• Monitor staff development and satisfaction to ensure retention of key staff members 

• Lead new business development efforts; lead new business teams and develop and run new business presentations 

• Monitor/manage the overall financial health of the account including ensuring timely completion of timesheets and efficient use of resources 

Additional Responsibilities: 

• Communicate effectively and professionally both internally and externally  

• Demonstrate good problem-solving and interpersonal skills 

• Demonstrate ability to set priorities while handling multiple projects and to delegate work appropriately 

• Remain calm despite high pressure situations  

• Project a professional, positive attitude toward peers and clients within the department and the agency 

• Foster a positive team atmosphere demonstrating respect for all regardless of title or level  

• Foster senior level partnerships with creative/account colleagues  

• Act as a positive role model for agency at client and industry events  

 Management Responsibilities: 

• Assign work to ensure project deadlines are met  

• Provide constructive and direct ongoing feedback to direct reports  

• Evaluate performance of direct reports and complete and deliver performance reviews  

• Help managers on your staff to manage, mentor, and resolve staff issues including performance, personal presentation and internal interactions  

• Document and engage with Human Resources on any course correcting conversations with staff members  

• Recommend adjustments/additions to the roles and procedures of the department to achieve continuous improvement and efficiency across all accounts and/or specific accounts  

• Provide ongoing guidance to all team members and be available to them as a resource for account/agency/departmental policies, procedures, etc.  

Senior Vice President Responsibilities: 

• Act as an advocate of Biolumina; make decisions with the Agency’s and employees’ best interest in mind  

• Embody the three core values: Open Mind, Brave Heart, Ready Hands 

• Provide leadership within his/her department as well as across the Agency  

• Proactively provide suggestions that impact agency policy and operations and enhance the overall work environment  

• Present a professional and positive image of Biolumina both internally and externally  

• Identify, recruit, train and develop talent  

• Motivate direct reports, and act as a mentor to all within Agency 

Qualifications: 

• College degree, preferably in marketing, advertising, communications or science/medicine  

• 9 - 10 years Agency or comparable outside experience 

• 6 years of supervisory experience 

• Experience on the client side (or other related experience) a plus  

• Excellent written and oral communication skills 

• Well-developed knowledge of business practices/vendor relations 

• Oncology and High Science Agency HCP marketing experience a must 

• Ability to manage and train staff 

• Successful history of growing brands and launching brands 

Biolumina’s Values: 

Open Mind 

• Always ask why—of your teammates, your clients, and yourself. And don’t stop there—keep asking questions 

• Be respectful of others’ ideas, opinions, and diverse backgrounds 

• Be flexible and adaptive to new ways of doing things 

Brave Heart 

• Speak your mind…and your heart 

• Courageously step forward to try something new and help others to do the same 

• Be brave enough to defend your opinions—and brave enough to change them 

Ready Hands 

• Be proactive and push things forward 

• Reach out to offer help and raise your hand to ask for help 

• Go out of your way to show gratitude

The range below represents the low and high end of the base salary someone in this role may earn as an employee of an Omnicom Health Group company in the United States. Salaries will vary based on various factors including but not limited to professional and academic experience, training, associated responsibilities, and other business and organizational needs. The range listed is just one component of our total compensation package for employees. Salary decisions are dependent on the circumstances of each hire. 

• $170,000 - $258,000

Omnicom Health is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice.