Group Director, Client Experience

Working at Real Chemistry and in the healthcare industry isn’t just a job for us. We got into this field for different reasons, but we all stay for the same reason – to uncover insights, make meaningful connections, infuse creativity, and improve the patient experience by transforming healthcare through AI and ideas.

Real Chemistry creates the world around modern therapies with over 2,000 talented professionals, and for the last 20+ years has, carved out its space at the intersection between healthcare, marketing and communications, data & AI, and the people at the heart of it all. We work with the top 30 pharma and biotech companies and are built for uncommon collaboration—we believe we are best together, bring together experts from a wide range of disciplines collaborate without barriers under a single, unified mission: to transform what healthcare is to what it should be. This one-of-a-kind model allows us to work in a way that better reflects how people experience healthcare—all with the intent to transform healthcare from what it is to what it should be. But we can’t do it alone – you in?

As Real Chemistry continues to grow and diversify, we are seeking a seasoned professional to join our client experience team. This role is pivotal in driving the health, growth, and management of some of our largest clients, ensuring they have a best-in-class experience across Real Chemistry, from delivery to operations.

You will be responsible for driving excellence across a portfolio of 2-3 accounts by managing complex integrated efforts, account-specific business operations, strategic senior-level client engagement, and growth initiatives. This position reports to a Global Client Lead (GCL), who oversees the portfolio of business with a focus on driving internal and external client excellence and building strong client relationships. Your efforts will ultimately support our business’s scalability and success

What You’ll Do

Operational Consistency and Excellence:

• Lead key operational elements across portfolio and establishing client-specific approaches to optimize and ensure consistency of delivery across capabilities.
• Identify internal bottlenecks and implement refinements to enhance efficiency and reduce client friction. Where needed, establish operational processes and ensure they are optimized and consistent across capabilities within specific large account(s).
• Partner with client finance to manage on-going financial and pipeline tracking.
• Foster a culture of continuous improvement to improve contracting, proposal, staffing and delivery of client work.
• Serve as the thread across all lines of business to ensure consistency and QC of all work products.
  
  

Cross-Functional Collaboration

• Proactively drive forward integration efforts in partnership with internal senior stakeholders to provide enterprise-wide client service and prevent silos forming.
• Partner with account and Senior Leadership on client RFIs, RFPs, and proposals.
• Engage with Senior Leadership across negotiations and procurement engagement.
• Drive stakeholder alignment across departments, client processes, and relationship goals.
• Coordinate and develop enterprise level strategic account communications and meetings.
  
  

Account Specific Expertise And Activities

• Develop and roll-out account specific processes and updates; train cross-functional teams by developing a deep understanding of the client portfolio business and strategies.
• Facilitate account-wide communications and meetings across teams to enhance productivity and elevate key account and company objectives.
• Identify opportunities to engage day to day account teams and align internal and external efforts more closely with client strategies.
• Prepare content executive level strategic content for client engagement preparation and execution.
• Support GCL on quarterly business reviews, all-hands meeting, etc. to keep teams aware of and aligned to portfolio progress
• Work in partnership with your GCL to create an account onboarding to brands and portfolio ensuring team members are aligned to client and enterprise goals
  
  

Risk Management And Compliance

• stablish process and oversee compliance with contracting, environmental, social, and governance (ESG) standards, and other partnership requirements for portfolio clients.
• Manage risk trainings and ensure compliance processes are completed, safeguarding the client against potential issues.
  
  

This Position Is a Perfect Fit For You If

• Our Company values – Best Together, Impact-Obsessed, Excellence Expected, Evolve Always and Accountability with an “I” – really speak to you.
• You are adaptable, resilient, and OK with adjusting your scope, responsibilities, and focus as we grow. When things change, so do we. We’re always evolving.
• You are proactive, driven, and resourceful with strong prioritization skills and a desire to dive into the data.
• You are highly organized self-starter, able to work independently and under tight deadlines.
  
  

What You Should Have

• 7-10 years of experience leading integrated client business, valued at $5-10M+, at an agency or consultancy.
• Proven experience in client engagement and account management in healthcare (or a similar regulated industry) such as communications, advertising, or analytics.
• Strong understanding of operational processes and risk management.
• Proven success as a strategic business partner with senior-level client contacts.
• Excellent interpersonal and communication skills, with the ability to collaborate effectively across functional teams at all levels within the business.
• Ability to strategize, implement, and foster continuous improvement within business processes.
  
  

Pay Range: $175,000.00- $195,000.00

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 .

Working with HART: Since the pandemic, we have adapted to how our people told us they want to work. We have offices in cities with many employees and clients – New York, Chicago, San Francisco, Manchester, UK and London, UK – that serve as hubs where and when they need us, and we encourage employees who live less than a 45-minute commute of a Real Chemistry office to go in at least two days per week. Outside of these offices, we have regions, where people work remotely but come together quarterly for collaboration, culture and learning opportunities. We call this our Hybrid and Regional Teams approach. Real Chemistry believes we are best together – and our workplace strategy fosters connection and collaboration in person – but also supports flexibility for our people.

Real Chemistry offers a comprehensive benefit program and perks, including options for medical, dental, and vision plans, a generous 401k match, flexible PTO, and entitlement to a five-week sabbatical program after 5 years of service. Other perks include an annual wellness reimbursement, student loan debt contributions, mental wellness coaching and support, and access to more than 13,000 online classes with LinkedIn Learning. Additional benefits for those just starting or continuing with their family building journey include access to enhanced fertility support, Bright Horizons family support programs, as well as expanded paid leave for new parents including personalized coaching support through Your 4th Trimester ®. Learn more about our great benefits and perks at: https://www.realchemistry.com/

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.