HEAD OF CLIENT SERVICES

12 OCT 2018

The Company

Epgonline.org is a subsidiary of the EPG Health Group of companies.

With an impressive and growing client portfolio of leading pharmaceutical companies, we pride ourselves on providing innovative digital technology solutions.  We help our clients reach their target healthcare professional audiences with high-quality medical information & educational content presented in our innovative web-based platform. We leverage measurement of customer activities to benefit our client’s digital/multi-channel approach to market.

Head of Client Services, epgonline.org – Job description

Under direction from the Group Commercial Director (GCD) of EPG Health, provide proactive commercial direction of large programmes and account(s) so that the objectives of the clients are met. A leadership role, which involves developing long-term, effective client business relationships at the medical & brand manager/director level.  Delivering organic growth for key accounts and supporting the achievement of a new business development target for the unit. 

Key accountabilities

Client Relationship Development

  • Commercial strategic direction of large programme/account(s) within a single/multiple client roster
  • In collaboration with the wider Account Managers/Business Development team - responsible for the rolling annual account strategy and plan
  • Driver of communications digital strategy & planning meetings for account/programmes
  • Accountability for ensuring delivery to agreed standards on the programme/account and adherence to external standards/guidelines inc. client SOPs/GPP
  • Thorough understanding of client and pharma industry environment and how it influences the account
  • Comprehensive understanding and consistent application of principles and processes of a strategic

and tactical communication program

  • Key point of contact for Digital, Medical & Brand Manager/Director
  • Development of effective client relationships vertically on the account & programmes
  • Issue handling, supporting the team or directly with the client

Business Development

  • Focus on growth of existing business with current client base
  • Where appropriate work with the Business Development team to position epgonline.org capabilities
  • Work as part of a multidisciplinary team to present/pitch to new and existing clients
  • Lead/drive resourcing and preparation of compelling pitches/proposals/ideas generation on business translating from client needs (actively supported by GCD and/or New Business)
  • Achieve business growth target for account(s)/programmes as defined by GCD, EPG Health

Operations

  • Line management, inc. training/mentoring/development of Account Manager/Account Executive/Project Managers as relevant
  • Responsibility for forecasting, planning and management of account resources
  • Ensures account team(s) understand and meet their KPIs
  • Owner of account quality standards according to unit’s quality standards and client SOPs/GPP
  • Identify and resolve internal account issues
  • Report to GCD, EPG Health, on account management issues and implications
  • Sharing ideas and best practice within the team and across the business
  • Support change management
  • Oversee and drive efficient working within own team and across other departments ensuring internal processes are followed

Finance

  • Deliver against the total client services team target
  • Responsibility for achievement of all relevant account(s) financial targets
  • Accurate forecasting for account(s)/programmes
  • Pipeline management of CS team using appropriate internal pipeline management tools
  • Overall management/control of account(s) team finances
  • Knowledge of client contracts (MSAs) and their operationalization
  • Responsibility for making pricing recommendations for non-standard/complex business for approval by the GCD

Desired Skills and Experience

Key Attributes/Competencies

  • Relevant commercial and operational experience within the pharmaceutical industry, and/or digital, medical communications agency environments with a demonstrable track record of handling therapeutic areas and brands across the pharmaceutical product lifecycle, from pre-through peri and post launch and portfolio brand management.
  • Evidence of development and delivery of strategic/tactical communication/publications plans
  • Strong influencing and negotiating skills
  • Exhibits cross-functional collaboration
  • Organised and disciplined
  • Excellent verbal and written communication
  • Confident and decisive, determined and committed

Reports to

Group Commercial Director