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Associate Director - Email Services

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Primary Location: Bridgewater, New Jersey, United States Full time R1342848

Job description

Job Overview
This role manages a group of client service professionals within a part of a large market or region. It will be responsible for quality and service to client, ensuring client obtains maximum value from products and services.

Essential Functions

  • Manages a staff of client service professionals, providing direction and guidance and developmental opportunities.

  • Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.

  • Serves as project leader between the client and IQVIA – translates client needs into action plans with the internal service team (i.e. determines responsibilities and timeframes and negotiates resources with internal departments).

  • Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service.

  • Performs full assessments of client needs on a regular basis.

  • Provides in-depth training in IQVIA databases, products and service requirements (e.g. report-input deadlines) as needed.

  • Partners with account management to price products.

  • May provide input into regional and local client service strategy.

  • Manage email deployment team, direct reports of onshore and offshore reports

  • Oversee email operations: email deliverability, email volume distribution

  • Manage creative services team, HTML production, design and email best practices

  • Implemented monthly, weekly, daily email KPI reporting

  • Owner of Agency Services; Strategy, Creative, Copy, Design, HTML, Production and Reporting

  • Manage Operations around AIM Triggered Emails

  • Manage the Self Deployment portal; Sales, implementation and overall client success

  • Member of Email Product Stack, involved in quarterly email roadmaps to meet email goals and revenue


  • Bachelor's Degree  

  • Seven (7) years related experience in the service and/or information industries

  • Pharmaceutical industry experience Preferred

  • Experience developing and delivering training to clients Preferred

  • Strong communication skills, including ability to train, present and deal tactfully with clients.

  • Project management experience in overseeing or contributing in complex, multi-discipline projects.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities.

As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status.

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