Director, Customer Experience (CX)

Company Description

PHM is the leading health media agency in the US, built for the modern healthcare experience. Here, industry depth meets media scale, where data becomes direction, where creativity and storytelling bring truth to life, and where orchestration replaces fragmentation.

Dedicated to making brands discovered, PHM redefines what media can do through data, content, and creativity. Because in modern healthcare, the brands that are found are the ones that lead. And when brands lead, advantage follows. Go deeper. Be found.

Job Description

The Director, Customer Experience (CX) leads the development of customer-centered strategies that connect insights to meaningful business outcomes. This role provides functional leadership for Insights and Strategy across assigned accounts, ensuring every engagement is grounded in a deep understanding of customer needs, market dynamics, and client objectives. The Director partners closely with cross-functional teams to develop integrated strategies, mentor talent, and deliver high-quality work that drives measurable impact for clients.

Responsibilities

Knowledge

• Lead the development of customer insights and strategic recommendations that inform integrated marketing and media plans.
• Translate qualitative and quantitative research into clear, actionable business and customer strategies.
• Apply a strong understanding of pharmaceutical marketing, customer journeys, and omnichannel engagement across HCP and DTC audiences.
• Evaluate strategic work to ensure recommendations are insight-driven, customer-focused, and aligned with client objectives.
• Stay current on industry trends, evolving customer behaviors, and emerging technologies to strengthen strategic recommendations.

Leadership

• Lead the Customer Experience function across assigned brands and client engagements.
• Partner with Planning, Analytics, Media, Data, Creative, and Client teams to develop integrated customer experience strategies.
• Manage and mentor strategists, providing coaching, feedback, and opportunities for professional growth.
• Foster collaboration across cross-functional teams while helping resolve complex business and strategic challenges.
• Present strategic recommendations with confidence to both internal and client stakeholders.

Strategy & Client Leadership

• Serve as a trusted strategic partner to clients, ensuring customer insights are translated into impactful business solutions.
• Guide strategic planning activities from discovery through execution and optimization.
• Facilitate client workshops, strategic planning sessions, and collaborative working meetings.
• Identify opportunities to strengthen client relationships through proactive, customer-centered recommendations.
• Ensure the quality, consistency, and strategic integrity of deliverables across assigned accounts.

Qualifications

• 8+ years of experience in customer experience, strategy, insights, media, or integrated marketing.
• Pharmaceutical agency experience preferred; Consumer Health or CPG experience a plus.
• Proven ability to lead cross-functional teams and manage multiple priorities.
• Strong analytical thinking, problem-solving, and strategic planning skills.
• Excellent communication, presentation, facilitation, and storytelling abilities.
• Experience mentoring and developing team members.
• Proficiency with Microsoft Office applications and relevant research, analytics, and media planning tools.

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.

 

If you require accommodation or assistance with the application or onboarding process specifically, please contact [email protected].

 

All your information will be kept confidential according to EEO guidelines.

 

Compensation Range: USD $106,780.00 - USD $153,405.00/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 10/1/2026.