Director, Client Services

About this role

At Real Chemistry, making the world a healthier place isn’t just an aspiration—it’s our everyday reality. Our drive to transform healthcare is informed by our blend of deep scientific expertise, human-centred creativity, and AI-driven insights, fostering a unique environment where innovation thrives and our people are impact-obsessed. As a global agency, we provide a full suite of services across healthcare communications and marketing to our clients, including top players in the pharmaceutical and biotech industries.

Our #LifeatRealChem culture is rooted in our people—we believe we are best together and are committed to excellence for both our clients and colleagues. Whether you're a seasoned professional or just starting your career, if you share our passion for healthcare and connection, we invite you to explore our opportunities.

Discover your purpose. Embrace innovation. Experience #LifeatRealChem.

Role Summary

Real Chemistry is looking for an Account Director to join our growing Media Client Service team! As Account Director, Client Service, you will lead 1-2 highly integrated marketing client relationships spanning strategy, creative, paid targeted media, digital, social, analytics, martech, and omnichannel orchestration. You will serve as a trusted client partner and multidisciplinary agency lead, shaping strategic recommendations, translating data and insights into marketing performance opportunities, coordinating cross-agency delivery, and ensuring the work is profitable, on-time, on-budget, and aligned to client business objectives.

This is a hybrid role, based in any of our US offices—including Boston, Chicago, Carmel, or Lambertville—or remotely within the US, depending on team and business needs.

What You’ll Do

Client Relationship & Full Customer Experience Orchestration

• Serve as the main Real Chemistry point of contact for client omnichannel strategy and operations teams, developing meaningful and productive relationships that align strategic recommendations and deliverables to client imperatives and expectations.

• Own the full customer experience across disciplines, orchestrating strategy, creative, media, CRM, analytics, martech, and omnichannel partners to deliver integrated client solutions.

• Initiate ongoing client communication to manage incoming requests, align expectations, anticipate risks, confirm staffing needs, and provide strategic counsel across workstreams.

• Map to senior client stakeholders and serve as an escalation point across multidisciplinary workstreams, ensuring issues are framed clearly and resolved 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.

Integrated Strategy, Planning & Paid Media Partnership

• Partner with clients and internal leads to develop integrated plans that address business and marketing challenges while advancing broader omnichannel strategy.

• Partner in developing scopes of work and change orders, ensuring integrated plans, dependencies, deliverables, timelines, and commercial assumptions are clearly captured.

• Create thoughtful, clear, concise materials such as POVs, 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.

Performance Marketing, Data & Advanced Analytics

• 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 teams understand what the results mean and what actions should follow.

• 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.

Operations, Finance & Revenue Stewardship

• Manage financial aspects of the account, including burn versus forecast, invoice submission and tracking, fee forecast versus actuals, and proactive direction to avoid overburn.

• Understand general compensation structures (e.g. fixed vs. 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.

Integrated Agency Team Leadership & Cross-Agency Delivery

• 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

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