Client Services Manager

EMJ is looking for a Client Services Manager, who will play a crucial role in our mission to elevate the quality of healthcare, by leading our client services team to consistently deliver high-performing projects and a world-class customer experience for our clients.
What We Offer

• Lead, mentor, and inspire a high-performing customer services team
• Make an impact by supporting our ambitious growth plans, as we bridge the gap between pharma and healthcare
• Opportunity to develop your career further and achieve your goals, in line with EMJ.
  

Expectations

• Responsible for delivering our client relationship strategy, helping the team to execute on initiatives that deliver measurable, positive impacts for our clients.
• Building strong relationships with key clients, understanding their business objectives.
• Responsible for driving consistency in the customer journey, spotting opportunities to remove points of friction or introduce moments of delight.
• Troubleshoot project issues or challenges with the team.
• Support departmental collaboration with our content teams to ensure projects deliver excellent HCP engagement.
• Set clear goals and performance expectations for team members, conducting regular check’s ins, performance reviews and providing constructive feedback and training programs.
• Ability to gather and analyse customer feedback, translating it into exceptional insights tailored to enhance their experience and success.
  

Experience Required

• Commercial mindset, with experience of our industry and market trends preferable.
• Proven ability to lead and motivate a high-performing team.
• Experience with CRM software and project management tools, understanding the right tools and systems to drive positive outcomes for customers (and the wider business).
• Results-oriented with a focus on driving repeat revenue growth.
  

Key Information

• Salary: £55,000
• Reports to: Victoria Nash, Engagement Director
• Hours: 8.30am – 5pm, Mon-Fri
• Location: Minimum 3 days per week onsite in our Moorgate office
  

About EMJ
We publish high-quality, peer-reviewed, open-access digital journals six weeks after each major medical congress across a wide range of therapeutic areas. They encapsulate the latest developments with treatments in the pharmaceutical industry, making our publications an essential must-read for healthcare professionals, medical practitioners, physicians, clinicians and leading industry professionals.
We have a great team that enables us to do this because we hire team members based on values rather than skills. We can train raw skills, but we can’t change your values