Overview

The Director, CX (Customer Experience) defines team direction and ensures all initiatives and work efforts are tied to clients' needs and strategic drivers. You will provide functional management for Insights and Strategy and collaborates on a cross-functional capability leadership team. Ensure every brand plan is built on insights and develop an impactful strategy to deliver desired goals. You will set the course and optimizes the processes necessary to deliver our POP product effectively on assigned brands.

This is a hybrid role, requiring three days in-office each week. If you are contacted for an interview, your recruiter will discuss specifics with you, inclusive of any necessary reasonable accommodations. This role reports to the SVP, CX.

Responsibilities

Knowledge

• See bigger picture regarding their client's organization and the agency
• Knowledge Rx Brand's Lifecycle Management (prelaunch, launch, growth, maturity, LOE) and how to evolve brand efforts
• Understanding of qualitative and quantitative business information used by clients in their daily activities
• Experienced in Rx media planning and buying processes, theories, and approaches and campaign analytics
• In-depth understanding of the HCP and DTC omni-channel landscape
• Deep comprehension of media research platforms and resources

Strategy & Insights

• Determine insights and craft Strategy while collaborating with team leaders
• Coach and work with this leadership team, ensuring that brand strategy is followed throughout the planning process
• Ensure consistent communication of client vision and the vision for all marketing programs for client's business
• Adaptable to the changing needs of the departments and marketplace
• Improve processes and efficiencies
• Build partnerships across our teams and external agencies
• Create agency POVs on new marketplace trends, industry insights and strategic media thinking
• Contribute to business development efforts

Lead Others:

• Coach to ensure appropriate resource management and participation across all departments
• Provide expertise with other capabilities on best practices of media strategy
• Deliver constructive, actionable feedback and support professional development of members of other capabilities interested in a focus in Strategy

Client Relationship:

• Seen as a trusted expert by clients
• Be a primary strategic lead on your brand or portfolio of brands
• Know when to integrate PHM products and services to solve client goals or challenges

Qualifications

• 10+ years media advertising experience
• Pharmaceutical industry preferred - additional Consumer Health, CPG experience a plus
• BA/BS in Marketing, Advertising or Communications
• Story telling skills with a commitment to work on this craft that requires creativity and vision.
• Knowledge of media systems, tools and resources (Mintel, Informa, Kantar, MRI/MARS, etc.)

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: $106,780 - $153,405 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 07/21/2026.