The Director, Account Management owns and leads a major pharmaceutical account across EMEA, managing a portfolio of approximately USD 77M. This is a highly visible, hands-on leadership role that requires an uncommon combination: deep operational fluency in BPO service delivery alongside strategic commercial acumen in healthcare and life sciences.
The successful candidate will serve as the single point of ownership for client strategy, contract governance, financial performance, and service excellence. They will lead a team of four account managers, operate as the primary client interface at senior stakeholder level, and work closely with Operations, Finance, and Solution Design to protect margin, resolve escalations, and drive sustainable growth.
This account is operationally complex, commercially demanding, and requires someone who can navigate ambiguity, manage tough conversations, and execute with precision — while never losing sight of the long-term partnership.
Primary Job Responsibilities
Strategic Account Leadership & Growth
- Develop and execute a multi-year account strategy (SWOT, governance models, stakeholder mapping) aligned with both the client’s priorities and Foundever’s commercial objectives
- Identify and convert opportunities for service expansion, new lines of business, and wallet share growth through consultative, solution-led selling
- Own proposal management end-to-end, including RFP/RFI responses, pricing development, and competitive positioning with a clear win strategy
- Collaborate with Sales, Solution Design, and Marketing to support strategic new-business initiatives where the existing account relationship provides leverage
Client Relationship Management & Satisfaction
- Act as the senior relationship owner, building trust and credibility with client stakeholders at all levels from operational counterparts to C-suite
- Anticipate client needs, surface latent pain points, and proactively offer solutions that reinforce partnership value and long-term retention
- Drive Voice-of-Client (VOC) programmes, own NPS outcomes, and translate feedback into concrete service improvements
- Manage escalations with authority and urgency; lead structured Back-on-Track (BOT) recovery plans with defined milestones and cross-functional accountability
Financial & Commercial Performance
- Own the P&L for the assigned portfolio: revenue, gross margin, billing efficiency, and cost control
- Negotiate and manage all contractual instruments (MSA, SOW, renewals, amendments) with commercial rigour and risk awareness
- Enforce margin discipline by conducting regular P&L reconciliation, challenging misallocated costs, and ensuring every financial line item is substantiated and defensible
- Deliver accurate forecasts and resource-allocation plans in partnership with Finance and Operations
- Ensure timely invoicing and proactively eliminate billing-delay root causes
Operational Excellence & Delivery Assurance
- Ensure delivery to SOW standards as One Foundever, maintaining full compliance with SLAs and performance benchmarks across all sites and service lines
- Work closely with Operations leadership to optimise processes, drive continuous improvement, and resolve quality deficiencies
- Plan and present regular account performance reviews (internal and client-facing), covering metrics, risks, opportunities, and strategic initiatives
- Maintain up-to-date account documentation across Salesforce, internal reporting systems, and client-facing platforms
Team Leadership & Development
- Lead, coach, and develop a team of four account managers, fostering a culture of accountability, high performance, and continuous improvement
- Conduct regular performance evaluations, provide constructive feedback, and build individual development plans
- Drive talent development and succession planning to strengthen bench depth and ensure business continuity
- Champion inclusion and cross-functional collaboration between local and global Account Management and Operations teams
Governance & Compliance
- Adhere to all company policies, the Code of Conduct, Acceptable Use Policy, and Confidentiality Agreement
- Protect company assets, proprietary information, and client data in accordance with contractual and jurisdictional requirements
- Proactively report ethics, compliance, or security concerns as per company policy
Skills and Qualifications
- BA/BS in Business, Marketing, or related field — or equivalent professional experience
- 7+ years in outsourcing / BPO operations, account management, or related commercial roles
- Proven BPO operational background: deep, hands-on understanding of contact centre delivery models, operational KPIs, workforce management, and service-level governance - Must be able to operate at ground level when required
- Healthcare / pharmaceutical industry experience in a BPO or CX context is highly valued. Familiarity with the regulatory, compliance, and stakeholder dynamics of pharma clients is a significant differentiator
- Demonstrated track record of managing large, complex, multi-country client portfolios and driving measurable revenue growth
- End-to-end commercial cycle management: experience leading proposals, contract negotiations, and long-term sales cycles across internal and external organisations
- Team leadership: experience managing and developing professional account management teams
- English Fluency (C1 level minimum)
Location
Candidate must be located and eligible to work in EMEA. This will be a hybrid or remote role depending on location.
About Us
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
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