SVP, Director of Client Services (Omni-Channel, Pharma Agency)

About Avalere Health: United by one profound purpose—to reach EVERY PATIENT POSSIBLE. At Avalere Health, we ensure every patient is identified, treated, supported, and cared for equally. Our Advisory, Medical, and Marketing teams come together—powerfully and intentionally—to forge unconventional connections, building a future where healthcare is not a barrier and no patient is left behind. We are committed to creating a culture where employees are empowered to bring their whole selves to work, leveraging diverse backgrounds and skillsets to make a tangible impact on patient lives.

Our flexible approach to working allows global teams to decide where they work—whether in-office or at home—based on team and client needs. Major city hubs in London, Manchester, Washington, D.C., and New York, along with smaller offices globally, serve as collaboration spaces. Homeworkers receive equal support, including dedicated social opportunities and resources.

Our inclusive culture is central to everything we do, supported by six Employee Network Groups: Diverse Ability, Family, Gender, LGBTQ+, Mental Health, and Race/Ethnicity. These groups promote diversity, equity, and inclusion through regular meetings and programs. We are an accredited Fertility Friendly employer, offering enhanced parental leave, flexible work policies, and support across all family-planning journeys. We are also part of the Disability Confident Scheme, ensuring fair interviews for candidates with disabilities, long-term health conditions, or neurodiversity. If adjustments are needed during the application process, candidates can request them.

Our approach—“Magnet, Not Mandate”—means no formal office requirement, but proximity is valued for meaningful in-person engagement. Primary hiring regions include Philadelphia, New York City, Washington, D.C., Chicago, and Toronto.

About the Role

The SVP, Client Services is a skilled relationship builder with deep pharma marketing experience and a proven ability to unify and motivate cross-functional teams toward strategic marketing solutions. This role owns final decisions on agency recommendations and escalation issues, ensuring client satisfaction and strong client-agency relationships. The SVP leads key initiatives in people development, process improvements, and operational excellence while managing financial performance and growth.

Responsibilities

• Client Services Team Leadership:
  • Provides strong, engaged leadership to meet organizational, team, and individual goals.
  • Establishes priorities for brands and contributes to problem-solving discussions.
  • Leads, motivates, and unifies teams to ensure a positive employee experience.
  • Develops team members through coaching, mentoring, performance management, and training.
  • Guides a team of VP Account leaders, strengthening and growing next-level leadership.
  • Builds positive internal relationships across all levels and groups within Avalere Health.
  • Drives client and internal team initiatives with a proactive, dynamic approach.
  • Acts decisively with urgency and self-motivation to achieve strategic marketing goals.
  • Aligns marketing efforts with business objectives, focusing on brand metrics and sales projections.
• Client Relationship Management/Building:
  • Leads positive client relationships in complex situations, resolving issues and strengthening engagement.
  • Builds and nurtures senior-level client relationships through regular communication and quarterly business reviews.
  • Manages sensitive client discussions, including escalation issues.
  • Owns final decisions on agency recommendations and escalation discussions.
  • Grounds agency solutions in client performance metrics and business priorities.
• Strategic Advisor:
  • Possesses deep knowledge of the pharma industry and stays current on client business issues and opportunities.
  • Contributes to annual brand planning and budget development across all marketing dimensions.
  • Experienced in all phases of brand lifecycles, including pre-launch, disease education, and launch.
  • Provides strategic counsel to solve client business problems and deliver actionable recommendations.
  • Integrates insights, research, and data analytics into client recommendations.
  • Collaborates with Strategy, Engagement, Creative, Scientific, and Digital leaders to deliver cohesive solutions.
• Financial Management and Growth:
  • Develops and updates forecasts for LOB accounts monthly and quarterly.
  • Collaborates with Business Operations to ensure staffing plans align with client delivery and forecasts.
  • Attains and exceeds annual revenue plans through value-driven client solutions and organic growth.
  • Ensures Client Services utilization targets are met and addresses under/overutilization.
  • Works with Talent Acquisition to recruit top Account talent and maintain a talent pipeline.
  • Maintains regular communication with LOB leads across functions to support collaborative growth.
  • Contributes to annual business planning.

Requirements

• 20+ years of experience in marketing or marketing-related roles within the pharmaceutical industry.
• Agency Account leadership experience required.
• Experience in digital marketing and fully integrated marketing projects preferred.
• Experience leading books of business with yearly revenues of $25 million or more.
• Experience leading teams of 10+ account management professionals at multiple levels.

Pay

$250,000 - $275,000 a year. Salary ranges are dependent upon experience and reflect location, qualifications, and the value you bring to the team.

Benefits

• 401K plan with an employer match contribution up to 4% (immediately vested).
• Life insurance, disability coverage, and medical, dental, and vision plans.
• Flexible working arrangements, including hybrid and remote work, with the option to work from anywhere globally for two weeks each year.
• 20 vacation days plus one personal well-being day, 9 public holidays, and gifted end-of-year holidays.
• Early Summer Friday finish in June, July, and August.
• Free counseling through the employee assistance program and personalized health support.
• Enhanced maternity, paternity, family leave, and fertility policies.
• Continuous professional development opportunities, including on-demand training and global mobility.