Associate Director, CX

Associate Director, CX (Customer Experience)

PHM is the leading health media agency in the US, built for the modern healthcare experience. Here, industry depth meets media scale, where data becomes direction, where creativity and storytelling bring truth to life, and where orchestration replaces fragmentation. Dedicated to making brands discovered, PHM redefines what media can do through data, content, and creativity. Because in modern healthcare, the brands that are found are the ones that lead.

And when brands lead, advantage follows. Go deeper. Be found.

The Associate Director, CX (Customer Experience) leads insight-driven strategy development across assigned brands, ensuring recommendations align with client objectives and customer needs. This role partners with cross-functional teams to develop omnichannel engagement strategies, guide planning efforts, and deliver impactful customer experiences across the customer engagement ecosystem.

Knowledge:
Understand client business objectives, market dynamics, and brand lifecycle stages. Apply qualitative and quantitative insights to inform strategic recommendations. Maintain knowledge of the HCP and DTC omnichannel landscape, media planning, and campaign measurement. Utilize research tools and resources to support planning and strategy development.

Strategy & Insights:
Identify actionable customer, market, and business insights. Develop and communicate strategic recommendations for assigned brands. Partner with cross-functional teams to ensure strategic alignment throughout planning and execution. Contribute to thought leadership, marketplace trend analysis, and new business initiatives. Support process improvements and operational efficiencies.

Leadership:
Mentor junior team members and provide strategic guidance. Foster collaboration across internal teams and agency partners.

Client Relationship:
Serve as a strategic day-to-day client partner. Present recommendations and strategic perspectives with confidence and clarity. Build strong relationships with client stakeholders and internal teams.

6–8+ years of experience in customer experience, brand strategy, media strategy, healthcare marketing, or related disciplines. Pharmaceutical experience preferred; healthcare, consumer health, or CPG experience a plus. Experience developing customer-centric strategies informed by market research, audience insights, and business objectives. Understanding of HCP and patient engagement, omnichannel marketing, and customer journey planning. Ability to translate complex data and insights into actionable strategic recommendations.

Strong storytelling, presentation, and client communication skills. Experience working collaboratively across strategy, media, analytics, creative, and account teams.

Our Publicis Groupe motto "Viva La Différence" means we're better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent. 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.

Compensation Range: USD $81,225.00 - USD $/Annually.