Vice President, 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 Vice President Customer Experience (CX) leads the development of customer-centered strategy across a portfolio of clients ensuring every engagement is grounded in meaningful insights and aligned to business objectives. The VP provides functional leadership for Insights and Strategy partners closely with cross-functional capability leaders and establishes best practices that elevate strategic thinking across the organization. This role develops high-performing teams serves as a senior strategic advisor to clients and drives innovation that strengthens client outcomes and agency growth.

Knowledge

• Deep understanding of customer insights experience strategy and omnichannel marketing across HCP DTC and emerging engagement models.
• Applies qualitative and quantitative research to develop actionable business and marketing strategies.
• Leads strategic planning by translating customer market and competitive insights into integrated experience recommendations.
• Deep knowledge of pharmaceutical media communications planning measurement and campaign optimization.
• Evaluates strategic work across teams providing guidance that elevates thinking and improves client outcomes.
• Identifies emerging trends technologies and customer behaviors to evolve agency capabilities and client solutions.

Managing and Leading Others

• Lead cross-functional teams in developing integrated customer experience strategies across multiple brands and clients.
• Build trusted partnerships with senior client stakeholders and internal capability leaders.
• Mentor Directors and senior strategists while fostering collaboration accountability and strategic excellence.
• Influence decision-making by delivering clear evidence-based recommendations to internal and external stakeholders.
• Drive innovation by introducing new approaches methodologies and strategic frameworks.
• Establish learning agendas and measurement approaches that continuously improve business performance.
• Provide coaching direction and strategic oversight while removing roadblocks and supporting team development.
• Promote collaboration across Planning Analytics Media Creative Data and Client teams.

Growth and Business Support

• Support organic growth by identifying opportunities to expand Customer Experience services.
• Partner with Business Development on new business opportunities pitches and strategic presentations.
• Develop agency thought leadership through POVs frameworks training workshops and presentations.
• Continuously evolve Customer Experience processes tools and methodologies to improve efficiency and effectiveness.
• Lead internal and client workshops that align stakeholders around customer-centered strategies and business objectives.

• 12 years of experience in customer experience strategy media insights or integrated marketing.
• Pharmaceutical agency experience preferred; Consumer Health or CPG experience a plus.
• Proven experience leading cross-functional teams and developing high-performing talent.
• Demonstrated ability to influence senior stakeholders and drive strategic decision-making.
• Strong executive communication presentation facilitation and storytelling skills.
• Proven ability to lead people projects and complex client relationships.
• Self-starter with professionalism integrity self-awareness and a commitment to continuous improvement.
• Bachelors degree in Marketing Advertising Communications or a related field; advanced degree a plus.
• Proficiency with Microsoft Office applications and relevant research analytics and media planning tools (e.g. Kantar MRI/MARS Mintel Informa and related platforms).

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.

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