The role of the Senior Programme Manager is to provide consistency in the client relationship and operational/project management of our healthcare accounts, driving excellence in our processes to deliver high-quality creative work for an accurate and fair price, delighting clients through excellent customer service in our daily project management and the end result.

You will report into the Client Engagement Lead

What you'll do...

Agency ambassador

  • Be able to explain Patient and Customer Experience (PX+CX) and Inizio Engage XD capabilities in an informal conversation
  • Be able to discuss appropriate case studies with clients conversationally and formally to demonstrate our capabilities
  • Demonstrate our agency values
  • Knowledge in PX+CX services of HCP communications and patient engagement programmes

Client ambassador

  • Demonstrate knowledge of client therapeutic area, products and market audience
  • Demonstrate and explain client company processes, guidelines that need to be observed or implemented in projects
  • Demonstrate excellent knowledge of pharmaceutical industry processes and adherence to compliance codes and regulations

Foster excellent scientific and creative work

  • Deliver agency processes to a high standard
  • Seek and demonstrate an understanding of what 'creative' is to your clients, what their benchmark is, and competitor insights
  • Nurture internal relationships across Operations, Creative, the PX+CX Scientific team and other discipline project leads

Operational management

  • Work with the Client Partner or Head of PX+CX Planning and Design to implement and lead any necessary processes from Master Services Agreements (MSAs)/ Service-Level Agreements.
  • Collaborate with other relevant team members, agree and implement project processes, roles and responsibilities across a programme/project

Project management

  • Manage timelines internally and with client teams, identifying and calling out important milestones and planned deadlines
  • Create budgets and oversee project timelines
  • Manage project workstreams

Commercial leadership and financial responsibility

  • Demonstrate a good level of knowledge of MSA, rate card and other relevant account Service level agreement/measurements
  • Demonstrate excellent understanding of the commercial approach to your account agreed internally
  • Discuss budget and value at regular checkpoints in the project
  • Responsible for billing process to clients including accurate invoicing
  • Manage income targets and margins for assigned projects and be responsible for delivery on margin

Client relationship management

  • Seek and identify best methods of communication with individual clients' preferred way of working to offer a personalised approach
  • Demonstrate the ability to be sensitive and adapt to client personalities, wider job roles and client internal relationships
  • Set and lead regular client project communications including updates on the work, the timelines and the budget

Foster a fun and nurturing team environment

  • Provide clarity to team members on project roles and responsibilities, lines of communications and ways of working
  • Manage failure and challenges with a learning mindset and encouraging attitude
  • Share and recognise successes, calling out good contributions from workstreams or individuals to line managers or other appropriate agency methodology/tools

Mentoring

  • Support line reports to review personal development goals and activities
  • Seek and support opportunities for personal development
  • Coach Senior/Project Executive role on projects

What you'll need to have...

  • Experience in a healthcare agency setting, managing medical education or marketing deliverables
  • Solid experience with financial management
  • Experience managing healthcare projects
  • Excellent ability to present information in a concise format
  • Experience working in a matrix environment with multiple partners (external and internal)

Just a few of our benefits...

  • Great compensation package
  • 25 days' annual leave plus public holidays, company closure over Christmas plus a personal day
  • 3 days volunteering leave
  • Private Medical Insurance
  • Life Insurance
  • Pension Scheme
  • Hybrid working
  • Group Income Protection

A bit about us...

Engage XD is an unusually shaped communications group that creates experiences that inspire lasting change. We partner with clients to provide employee engagement, learning & training solutions, scientific engagement and capability building, all underpinned by applied behavioural science. We engage internal and external audiences through the creation and delivery of live and virtual experiences, film, digital, and immersive content.

Our family of brands is made up of: Emota, Forty1 and Nazarѐ.

We believe in our values: We empower everyone | We rise to the challenge | We work as one | We ask what if | We do the right thing, and we will ask you how your personal values align to ours.

Don't meet every job requirement? That's okay! We are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.

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