Vice President, CX

Company Description

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 Vice President, Customer Experience (CX) leads the development of customer-centered strategy across a portfolio of clients, ensuring every engagement is grounded in meaningful insights and aligned to business objectives. The VP provides functional leadership for Insights and Strategy, partners closely with cross-functional capability leaders, and establishes best practices that elevate strategic thinking across the organization. This role develops high-performing teams, serves as a senior strategic advisor to clients, and drives innovation that strengthens client outcomes and agency growth.

Knowledge

• Deep understanding of customer insights, experience strategy, and omnichannel marketing across HCP, DTC, and emerging engagement models.
• Applies qualitative and quantitative research to develop actionable business and marketing strategies.
• Leads strategic planning by translating customer, market, and competitive insights into integrated experience recommendations.
• Deep knowledge of pharmaceutical media, communications planning, measurement, and campaign optimization.
• Evaluates strategic work across teams, providing guidance that elevates thinking and improves client outcomes.
• Identifies emerging trends, technologies, and customer behaviors to evolve agency capabilities and client solutions.

Managing and Leading Others

• Lead cross-functional teams in developing integrated customer experience strategies across multiple brands and clients.
• Build trusted partnerships with senior client stakeholders and internal capability leaders.
• Mentor Directors and senior strategists while fostering collaboration, accountability, and strategic excellence.
• Influence decision-making by delivering clear, evidence-based recommendations to internal and external stakeholders.
• Drive innovation by introducing new approaches, methodologies, and strategic frameworks.
• Establish learning agendas and measurement approaches that continuously improve business performance.
• Provide coaching, direction, and strategic oversight while removing roadblocks and supporting team development.
• Promote collaboration across Planning, Analytics, Media, Creative, Data, and Client teams.

Growth and Business Support

• Support organic growth by identifying opportunities to expand Customer Experience services.
• Partner with Business Development on new business opportunities, pitches, and strategic presentations.
• Develop agency thought leadership through POVs, frameworks, training, workshops, and presentations.
• Continuously evolve Customer Experience processes, tools, and methodologies to improve efficiency and effectiveness.
• Lead internal and client workshops that align stakeholders around customer-centered strategies and business objectives.

• 12+ years of experience in customer experience, strategy, media, insights, or integrated marketing.
• Pharmaceutical agency experience preferred;
  Consumer Health or CPG experience a plus.
• Proven experience leading cross-functional teams and developing high-performing talent.
• Demonstrated ability to influence senior stakeholders and drive strategic decision-making.
• Strong executive communication, presentation, facilitation, and storytelling skills.
• Proven ability to lead people, projects, and complex client relationships.
• Self-starter with professionalism, integrity, self-awareness, and a commitment to continuous improvement.
• Bachelor's degree in Marketing, Advertising, Communications, or a related field; advanced degree a plus.
• Proficiency with Microsoft Office applications and relevant research, analytics, and media planning tools (e.g., Kantar, MRI/MARS, Mintel,…