Director of Client Services

Job Description

Client Services Director – Medical Communications

Our client is an established and growing medical communications agency looking for an experienced Client Services Director to join its senior leadership team.

This is an excellent opportunity for a commercially minded, strategically focused client services professional who thrives on building strong client partnerships, leading high-performing teams, and driving the growth of key accounts.

As Client Services Director, you will take ownership of a portfolio of client accounts, acting as a senior strategic partner while overseeing account performance, financial management, resourcing, and team development. You will work closely with scientific and cross-functional leads to ensure the delivery of high-quality, strategically aligned medical communications programmes.

You will also play an important role in identifying opportunities for organic growth, supporting new business initiatives, and contributing to the continued success of the agency.

Key Responsibilities:

Client & Account Leadership:

\n
• Serve as a senior strategic partner and trusted advisor to clients, building strong and long-lasting relationships.
\n
• Lead the strategic direction of key accounts, ensuring client objectives are understood and effectively translated into actionable plans.
\n
• Anticipate client needs, identify potential challenges early, and provide proactive, solutions-focused recommendations.
\n
• Partner closely with scientific and other functional leads to develop account strategies and oversee successful programme delivery.
\n
• Lead senior client meetings, strategic account reviews, and planning discussions.
\n
• Act as an escalation point for complex client or account issues and support the team in resolving challenges effectively.
\n
• Bring fresh thinking and strategic insight, while confidently challenging and enhancing client perspectives where appropriate.
\n

Commercial & Financial Leadership:

\n
• Take ownership of the financial performance of assigned accounts, including forecasting, budgeting, revenue, profitability, and scope management.
\n
• Work with senior leadership to establish and deliver realistic revenue and growth targets.
\n
• Lead financial conversations with clients, including annual planning, budget discussions, out-of-scope work, and invoicing.
\n
• Ensure accounts are appropriately resourced and managed to support both client needs and commercial objectives.
\n
• Monitor utilisation and billability across the team and support best practices around financial management.
\n

Business Growth:

\n
• Identify and drive opportunities to grow existing client relationships and expand the agency's partnership with key accounts.
\n
• Play an active role in new business development, including identifying opportunities, developing proposals, and leading or contributing to pitches.
\n
• Maintain a strong understanding of developments across the pharmaceutical and healthcare landscape.
\n
• Bring a commercially focused mindset and actively contribute to the agency's wider growth strategy.
\n

Team Leadership & Development:

\n
• Lead, mentor, and develop team members across different levels of seniority.
\n
• Provide regular feedback, coaching, and support to help individuals achieve their professional goals.
\n
• Work with senior leadership to manage resourcing and ensure teams are structured to meet current and future client needs.
\n
• Foster a collaborative, accountable, and high-performing team environment.
\n
• Lead by example and remain hands-on when needed to support the successful delivery of client programmes.
\n

What We're Looking For:

\n
• Extensive experience within a medical communications agency environment .
\n
• Significant experience in a senior client services, account management, or business leadership role.
\n
• A strong track record of managing complex client relationships and acting as a strategic partner to senior stakeholders.
\n
• Experience working across multiple therapeutic areas and a broad range of medical communications deliverables.
\n
• Proven experience managing account financials, including budgets, forecasting, revenue, and profitability.
\n
• Demonstrated success in driving organic account growth and contributing to new business opportunities.
\n
• Strong understanding of the pharmaceutical and healthcare landscape.
\n
• Experience working collaboratively with cross-functional teams, including Scientific Services, Creative, Digital, and other specialist functions.
\n
• A commercially minded and strategic approach, combined with strong problem-solving and decision-making skills.
\n
• Excellent leadership and communication skills, with the ability to inspire, mentor, and develop teams.
\n