Director, Client Services

About the role

Real Chemistry is seeking an Account Director to join the Media Client Service team, where the hire will own 1-2 highly integrated marketing client relationships from end to end. This role requires leading strategy, creative, paid targeted media, digital, social, analytics, martech, and omnichannel orchestration for assigned clients. The hire will act as a trusted client partner and multidisciplinary agency lead, shaping strategic recommendations and translating data and insights into measurable marketing performance opportunities. They will coordinate cross-agency delivery and ensure all work is profitable, on-time, on-budget, and aligned with client business objectives. This is a hybrid position based in U.S. offices such as Boston, Chicago, Carmel, or Lambertville, or remotely within the United States depending on team and business needs.

Key facts

What you'll do

• Orchestrate the full customer experience across disciplines, aligning strategy, creative, media, CRM, analytics, martech, and omnichannel partners to deliver fully integrated client solutions.
• Serve as the primary Real Chemistry point of contact for client omnichannel strategy and operations teams, building meaningful and productive relationships.
• Own end-to-end management of assigned client relationships, ensuring strategic recommendations and deliverables align with client imperatives and expectations.
• Initiate ongoing client communication to manage incoming requests, align expectations, anticipate risks, confirm staffing needs, and provide strategic counsel across all workstreams.
• Map to senior client stakeholders and act as an escalation point across multidisciplinary workstreams, framing issues clearly and resolving them through sound judgment, data, and collaboration.
• Provide proactive counsel on research findings, shifting marketplace dynamics, competitive pressures, brand influences, and performance opportunities to gain consensus and advance strategic initiatives.
• Partner with clients and internal leads to develop integrated plans that address business and marketing challenges while advancing broader omnichannel strategy.
• Collaborate in developing scopes of work and change orders, ensuring integrated plans, dependencies, deliverables, timelines, and commercial assumptions are clearly captured.
• Create clear, concise, and thoughtful materials such as points of view, business-objective summaries, strategic plans, recommendations, and client-ready decks.
• Understand how paid media contributes to broader omnichannel strategy and ensure media, content, segmentation, analytics, and CRM considerations are connected across the customer experience.
• Provide counsel internally and with clients on campaign performance, creative and placement optimizations, measurement data, and reporting outputs.
• Translate data and insights into marketing performance implications, helping clients and internal teams understand results and determine follow-up actions.
• Identify, frame, and advance needs or opportunities related to advanced analytics, research, segmentation, lead scoring, data workflows, and omnichannel measurement.
• Leverage analytics, research, media, CRM, strategy, technology, and creative teams to deliver integrated recommendations and executional excellence.
• Maintain strong working knowledge of paid media platforms, advertising processes, campaign data, and reporting inputs used to support and measure performance.
• Manage financial aspects of client accounts, including burn versus forecast, invoice submission and tracking, fee forecast versus actuals, and proactive direction to avoid overburn.
• Understand general compensation structures such as fixed versus T&M, and apply that knowledge to scope, staffing, revenue forecasting, financial conversations, and account profitability management.
• Facilitate disciplined account operations, including meeting schedules, agendas, recaps, out-of-scope tracking, finance/revenue tracking, and client invoicing processes.
• Work directly with cross-functional counterparts across paid media, analytics, CRM, strategy, communications, creative, technology, and delivery to develop, vet, and execute campaign scopes while tracking responsibilities and budget.
• Oversee quality-control and client review/approval processes for tactical submissions, ensuring work moves efficiently while meeting expectations.
• Lead integrated agency team discussions across all workstreams, surfacing asset, data, timing, approval, and dependency issues that could impact delivery.
• Inspire and lead internal teams to deliver technical, operational, and strategic excellence across a fast-paced mix of client engagements.
• Serve as the problem-solving and escalation lead for execution and project challenges, using influence and technical understanding to keep work on time and on budget.
• Partner with practice and shared-service leads to streamline, elevate, and innovate tactical processes and integrated delivery models.
• Understand and champion Real Chemistry capabilities across healthcare, digital, communications, data, analytics, media, CRM, and technology to identify growth opportunities for clients.
• Drive multidisciplinary capability growth, including integrated services and products for both RCM and Real Chemistry at large.
• Spot opportunities for clients to achieve greater success, reach broader audiences, and use the full set of Real Chemistry capabilities in a coordinated, performance-oriented way.

Requirements

• You have achieved a leadership position in marketing or advertising, ideally within the healthcare industry, including pharma, biotech, payor, provider, or healthtech environments.
• You have 4+ years of active management of performance marketing or advertising-driven client activities across platforms such as websites, display, video, social, and search.
• You are client-service focused and able to manage senior relationships, complex issues, multiple stakeholders, and multidisciplinary teams with confidence and sound judgment.
• You can orchestrate internal and client teams to deliver against client objectives and internal metrics such as client satisfaction, margin, forecast accuracy, and delivery excellence.
• You bring solid knowledge of omnichannel strategy, analytics inputs, and performance measurement processes.
• You are comfortable translating data, insights, segmentation, lead-scoring, and workflow considerations into clear recommendations for clients and internal teams.
• You can manage budgets, scopes, fees, forecasts, invoices, out-of-scope conversations, and operational details while maintaining strategic perspective.
• You have superb presentation and writing skills, including the ability to present to clients and create concise, executive-ready materials.
• You thrive under pressure, prioritize effectively, and help teams work smarter while delivering innovative, integrated solutions.

Nice to have

The source does not specify any preferred qualifications beyond the hard requirements.

Practical notes

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Engagement: Details were not provided in the source text.

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Compensation: A pay range is included in the source material: $105,000 - $155,000.

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Location: Remote within the United States is permitted, with possible assignment to Boston, Chicago, Carmel, or Lambertville offices depending on team and business needs.

• Hiring timeline and travel or visa requirements are not specified in the provided source.