Director, CX

Overview

The Director, CX (Customer Experience) defines team direction and ensures all initiatives and work efforts are tied to clients’ needs and strategic drivers. You will provide functional management for Insights and Strategy and collaborates on a cross-functional capability leadership team. Ensure every brand plan is built on insights and develop an impactful strategy to deliver desired goals. You will set the course and optimize the processes necessary to deliver our POP product effectively on assigned brands.

This is a hybrid role, requiring three days in office each week. If you are contacted for an interview, your recruiter will discuss specifics with you, inclusive of any necessary reasonable accommodations. This role reports to the SVP, CX.

• See bigger picture regarding their client’s organization and the agency.
• Knowledge Rx Brand’s Lifecycle Management (prelaunch, launch, growth, maturity, LOE) and how to evolve brand efforts.
• Understanding of qualitative and quantitative business information used by clients in their daily activities.
• Experienced in Rx media planning and buying processes, theories, and approaches and campaign analytics.
• In-depth understanding of the HCP and DTC omni-channel landscape.
• Deep comprehension of media research platforms and resources.

• Determine insights and craft Strategy while collaborating with team leaders.
• Coach and work with this leadership team, ensuring that brand strategy is followed throughout the planning process.
• Ensure consistent communication of client vision and the vision for all marketing programs for client’s business.
• Adaptable to the changing needs of the departments and marketplace.
• Improve processes and efficiencies.
• Build partnerships across our teams and external agencies.
• Create agency POVs on new marketplace trends, industry insights and strategic media thinking.
• Contribute to business development efforts.

• Coach to ensure appropriate resource management and participation across all departments.
• Provide expertise with other capabilities on best practices of media strategy.
• Deliver constructive, actionable feedback and support professional development of members of other capabilities interested in a focus in Strategy.

• Seen as a trusted expert by clients.
• Be a primary strategic lead on your brand or portfolio of brands.
• Know when to integrate PHM products and services to solve client goals or challenges.

• 10+ years media advertising experience.
• Pharmaceutical industry preferred – additional Consumer Health, CPG experience a plus.
• BA/BS in Marketing, Advertising or Communications.
• Story telling skills with a commitment to work on this craft that requires creativity and vision.
• Knowledge of media systems, tools and resources (Mintel, Informa, Kantar, MRI/MARS, etc.).

Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.

If you require accommodation or assistance with the application or onboarding process specifically, please contact

Compensation Range: $106,780 - $153,405 annually.

All your information will be kept confidential according to EEO guidelines.