Director, Customer Experience (CX)

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.

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.

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.

• 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.

Our Publicis Groupe motto Viva La Différence means were 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

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