VP, Client Services and Operations

Job ID 2021-3366

Other London, London


Description

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law. 

 

Who are we and what do we do?

Medscape, a division of WebMD, develops and hosts physician portals and related mobile applications that make it easier for physicians and healthcare professionals to access clinical reference sources, stay abreast of the latest clinical information, learn about new treatment options, earn continuing medical education credits and communicate with peers.

Your new role at Medscape/WebMD

WebMD/Medscape is looking for a strategic, innovative leader to drive the business operations, revenue growth and future direction of our growing team within the Global Professional Promotion division.

We are looking for a VP, Client Services and Operations who has the passion, energy, intellect and demonstrated experience of growing digital businesses to help drive our next chapter of growth. We envision that the incoming candidate will be able to spearhead revenue growth of 2-3x over the coming few years, by mapping growth strategies, identifying business drivers and honing operational efforts, as well as offering leadership in streamlining operational and production processes for our client-facing and development teams both in the UK & Europe & the USA.

This role is a key part of the leadership team and is responsible for owning and operating the infrastructure that supports our revenue operations and commercial delivery.  The ideal candidate will have a proven track record in the strategy, setup, execution, and management of scalable, customer-focused digital marketing programs.  We are looking for a leader with deep domain expertise in operations, customer support/experience, thought leadership and talent development that can provide vision and strategy in a fast-paced and high growth space, and oversee execution and collaboration across a large cross functional set of partners.  You see the big picture and what needs to be done, but more importantly why it is important and how it all fits together.   You work well cross-functionally with all levels of people and management, and skilfully bring different groups together towards a common goal. You are an inspiring leader and you know when to dive into support.  You know how to deliver a message to ensure leaders support you and your business; specifically, Executive Communication and strong presentation experience. Developing the capabilities of a high performing team in partnership with Sales, Product, Marketing, Development, and HR teams is a key aspect of this leadership role.

Key Responsibilities

·       Provide leadership for the Global Operations organization and manage teams responsible for day-to-day business operations and revenue delivery, including sales planning, account management, project management, content & creative services, and programmed marketing

·       Ownership of and responsibility for business performance in several key performance areas relating to the delivery process and revenue growth

·       Define and build the operational infrastructure -- setting a vision, strategy and driving clear alignment within the org, and with other functions and teams across the business

·       Build expert-level understanding of the industry and develop strategies to maintain and grow our leadership position amongst customers

·       Partner closely with the Product and Sales leadership team to help shape the future direction and strategy for Global Operations

·       Establish strong working relationships with other teams and cross-functional counterparts to identify opportunities to improve the customer experience and drive operational improvements

·       Build and retain a high-performing team through providing mentorship, guidance and career development

Our ideal candidate should demonstrate

·       Ideally 8-10 + years of experience in a similar role encompassing Customer Support, Operations and Strategy within a digital agency or pharmaceutical company

·       Experience leading and growing teams from strategy through to operational execution

·       Demonstrated experience growing revenue and profit for a digital business.

·       Experience working across large matrixed organisations, demonstrating the ability to interact with and to develop relationships with a diverse group of personnel ranging from senior executives to middle managers to technical individual contributors.

·       Experience building and delivering against KPI's

·       Proven track record of attracting, scaling and developing teams

·       Excellent communication skills – able to take complex information and succinctly and effectively communicate both in verbal and written format

·       Healthcare experience (and specifically pharmaceutical sector experience) is preferred, or equivalent heavily regulated industry

·       Experience in digital marketing (mobile, web, etc.) industry

·       Experience in the pharmaceutical industry

·       Hyper-growth and multi-product company experience

·       Ideally fluency in one or more European languages besides English

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, colour, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.