Overview

The Associate Director, Customer Experience (CX) leads insight-driven strategy development across assigned brands, ensuring recommendations align with client objectives, customer needs, and business goals. This role partners with cross-functional teams to develop omnichannel engagement strategies, guide planning efforts, and translate customer, market, and business insights into actionable recommendations that drive measurable outcomes. The Associate Director serves as a trusted strategic partner to clients while mentoring junior team members and contributing to the continued evolution of the Customer Experience discipline.

Responsibilities

Knowledge

• Understand client business objectives, competitive landscape, and brand lifecycle stages.
• Apply qualitative and quantitative insights to develop customer-centered strategic recommendations.
• Maintain a strong understanding of HCP and DTC omnichannel engagement, media strategy, and campaign measurement.
• Leverage research tools, audience data, and marketplace trends to inform planning and decision-making.

Strategy & Insights

• Lead strategy development for assigned brands and initiatives.
• Identify actionable customer, market, and business insights that inform integrated marketing strategies.
• Partner with Planning, Analytics, Media, Creative, and Client teams to ensure strategic alignment throughout planning and execution.
• Develop compelling strategic narratives and present recommendations to internal and client stakeholders.
• Contribute to agency thought leadership, innovation, process improvements, and new business initiatives.

Leadership

• Mentor and support junior strategists through coaching and knowledge sharing.
• Foster collaboration across cross-functional teams and agency partners.
• Help establish best practices and contribute to a culture of strategic excellence.
• Manage multiple priorities while ensuring high-quality strategic deliverables.

Client Leadership

• Serve as a day-to-day strategic partner for assigned clients.
• Build strong relationships with client stakeholders through thoughtful consultation and strategic guidance.
• Present recommendations and facilitate strategic discussions with confidence and clarity.
• Proactively identify opportunities to strengthen client outcomes through customer-centered thinking.

Qualifications

• 6-8+ years of experience in customer experience, brand strategy, media strategy, healthcare marketing, or related disciplines.
• Pharmaceutical agency experience preferred; healthcare, consumer health, or CPG experience a plus.
• Experience developing customer-centered strategies informed by market research, audience insights, and business objectives.
• Understanding of HCP and patient engagement, omnichannel marketing, and customer journey planning.
• Ability to translate complex data and insights into clear, actionable strategic recommendations.
• Strong storytelling, presentation, facilitation, and client communication skills.
• Experience collaborating across Strategy, Media, Analytics, Creative, and Account teams.
• Bachelor's degree in Marketing, Advertising, Communications, or a related field.

Additional information

Our Publicis Groupe motto "Viva La Différence" means we're better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent.

Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.

Compensation Range: USD $81,225.00 - USD $129,987.00/Annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 8/22/2026.