Director, Client Services

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.