Associate Director Of Client Services And Strategy (Pharmaceutical)

Company Overview

Operatic Agency is not just another creative digital agency—we’re a powerhouse of research, strategy, storytelling, and technology that fuels business growth. Named one of Canada’s fastest-growing companies five years in a row, we bring brands closer to their audiences with bold ideas and cutting-edge executions.

If you’re passionate about transforming ideas into impactful narratives, thrive in a dynamic, fast-paced environment, and are eager to make a difference, we want you on our team!

About the Role

We’re seeking an Associate Director of Client Services and Strategy to join our team and lead strategic marketing efforts for our Pharmaceutical and Biotechnology clients. This role will focus heavily on the development of medical strategy, and overseeing the seamless execution of projects, events and programs, with the ultimate goal of ensuring client success and growth. The ideal candidate will bring a wealth of experience in pharmaceutical marketing tactics, the navigation of health authorities, and the utilization of Veeva’s CRM infrastructure. If you’re a strategic thinker with a passion for driving client growth, we invite you to apply and contribute to the continued success and growth of our collective agency.

What You’ll be Doing

Client Ownership

• Establish and maintain strong relationships with senior-level client stakeholders, acting as their primary point of contact within the agency.
• Lead the development of strong client relationships through the efficient and strategic allocation of agency services across marketing, technology, and creative.
• Grow accounts and generate new opportunities through solid results, the creation of case studies, the generation of client testimonials and referrals, relationship building and networking.
• Lead and coordinate the creation of pitch materials, including presentations, proposals, case studies, and creative concepts that showcase the agency’s capabilities and previous successes.

Technical Expert

• Manage program performance, which includes overseeing the ongoing performance of client projects and programs against agreed-upon KPIs.
• Identify performance challenges and bring forward well-thought solutions through collaboration with internal teams.
• Continually stay informed about marketing/advertising/technology best practices to improve personal, team, and agency-wide capabilities.
• Use data-driven insights to improve client ROI and identify opportunities for account growth.

Process Implementation & Improvement

• Facilitate and consult on Medical, Regulatory and Compliance reviews, including Health Authority submissions and negotiations.
• Drive project timelines, budgets, and deliverables to deliver a positive ROI for clients while maintaining agency profitability.
• Collaborate with finance to ensure that billing targets and milestones are monitored to meet our monthly goals.
• Monitor time tracking systems to capture accurate team hour allocation and project profitability against project estimates.
• Accountable for ensuring all deliverables meet quality standards and client expectations, aligning with the vision, mission, and values of the agency.
• Manage client concerns accordingly in order to maintain high levels of client satisfaction and retention.

Team Development

• Provide leadership, training, and mentoring to junior Accounts team members
• Oversee team deliverables with accountability for exceptional client performance
• Work closely with KOLs to gain a deep understanding of their perspectives and incorporate their insights into strategic planning and campaign development.
• Grow marketing strategy, presentation and client service skills across the agency
• Coach and guide strategic thinking and communications of the marketing and creative teams to ensure polish, strategy, and opportunities to improve our relationships with clients; this includes strategy decks, monthly, quarterly and annual reports, as well as email communication
• Balance team empowerment with the ability to identify challenges and provide guidance as required

What You’ll Bring to the Role

• Proven senior experience in Account Management or similar position leading client strategy and relationships
• 5+ years working in a Pharmaceutical Marketing Agency in a client-focused role
• Proven experience building successful strategies, annual roadmaps, and growing accounts by selling strategies and tactics through to clients
• Understanding of the Canadian regulatory environment for pharmaceutical drugs, methodologies for evaluating a product’s competitive landscape, and pharmacologic domains like pharmacokinetics, pharmacodynamics and pharmacoeconomics.
• Strong presentation skills; the ability to present in a clear, concise, and engaging fashion to clients of all sizes

Nice to Have

• Bilingual or multilingual capabilities, particularly in French or other languages relevant to the Canadian or global market.
• Certification in project management methodologies (e.g., PMP, Agile) to enhance project oversight and efficiency.

Why Operatic Agency

• Clear Leadership Vision
• Challenging and Meaningful Work
• Competitive Pay and Comprehensive Benefits (Medical Insurance, Dental and Vision Insurance, Life and Disability Insurance, Mental Health Support)
• Culture of Excellence
• Future-Thinking
• Professional Growth
• Collaborative & Supportive Environment
• Recognition & Reward
• Diverse Clientele
• Vibrant Location & Hybrid Work

Operatic Agency values inclusion and access for all applicants and employees. Should you require accommodation to participate in the application and interview process, please let us know. Operatic Agency continuously aims to foster a workplace in which individual differences are recognized, appreciated, and respected.

Thank you for your interest in joining Operatic Agency! Only those selected for the next steps will be contacted.