VP, Client Services in London

EVERSANA INTOUCH® is a global, full-service marketing agency network serving the life sciences industry. We provide next-generation creative and media services, enterprise solutions, and data analytics services for clients. Improving patient lives around the world is a priority, and we need people from all backgrounds to help build the future of healthcare and the life sciences industry.

THE POSITION: The VP of Client Services will have ownership of senior-level client and agency partner relationships beyond day-to-day operations. This person will be responsible for client retention by maintaining executive- and senior-level relationships and identifying additional opportunities with existing clients. They are responsible for assessing and managing the risk associated with clients and agency partners, as well as meeting client and EVERSANA INTOUCH goals for each account’s financial health, targets, and objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Client Leadership & Strategic Partnership: Act as a senior, trusted advisor to key global and regional clients, building long-term strategic partnerships and ensuring the agency is positioned as a critical business partner.
• Client Portfolio Ownership: Own and lead a portfolio of flagship accounts, with full accountability for client satisfaction, retention, organic growth, and overall financial performance.
• Business Growth & Revenue Expansion: Drive organic growth across existing clients through upsell and cross-sell of integrated services.
• Agency Integration & Delivery Excellence: Lead cross-functional, multi-disciplinary teams to deliver best-in-class work on time, on budget, and to scope.
• Commercial & Financial Management: Oversee account profitability, forecasting, billing, and cost control; ensure disciplined commercial governance, margin optimization, and accurate revenue reporting.
• Client Experience & Quality Standards: Set and uphold high standards for client service excellence; proactively identify and mitigate risks, manage expectations, and resolve complex client issues at an executive level.
• Leadership & Team Development: Build, mentor, and inspire senior Client Services leaders and account teams; develop succession plans, capability growth, and a strong performance culture aligned with agency values.
• Global & Multimarket Coordination: Lead and coordinate multinational account teams across regions and markets, ensuring consistent strategic approach, operational alignment, and governance.
• Strategic Planning & Insight: Translate client business objectives into integrated communication strategies, leveraging market insights, data, and emerging trends to drive measurable impact.
• Executive Stakeholder Management: Represent the agency at senior-level client meetings, industry forums, and internal leadership forums; contribute to agency-wide strategy and decision-making.
• Process, Innovation & Transformation: Champion continuous improvement of client service models, tools, and workflows; drive innovation in ways of working, including new technologies, platforms, and operating models.

PEOPLE LEADER: People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.

EXPECTATIONS OF THE JOB:

• Travel: 30%
• Hours: 40hrs, Monday-Friday

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Approximately 12 to 15 years of agency, consultative, pharmaceutical and/or healthcare experience is required.
• Thought leader for integrated and digital marketing and communications.
• Self-sufficient and self-motivated with the ability to independently manage major clients and brands.
• Demonstrated P&L targets met through existing and expansion business opportunities.
• Proven leadership and mentoring skills.
• Leader of cross-functional project teams across the organization.
• Experience negotiating and executing agreements.
• Creative thinker with analytical skills.
• Ability to collaborate effectively at all levels and functions.
• Applied understanding of technical development and processes.
• Demonstrated problem-solving skills.
• Ability to determine staffing needs within the account team and extended teams.
• Bachelor’s degree required in Business, Marketing, Journalism or Communications.
• Demonstrated written, presentation and verbal communication skills.
• Excellent interpersonal skills; able to interact at all levels with clients and the Intouch organization.
• Travel required.

Additional Information: EVERSANA is an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry.