Client Operations Lead

ABOUT LUCID GROUP  

We are a global healthcare communications agency with deep therapeutic expertise that traverses the asset lifecycle, delivering transformative outcomes for healthcare brands for over 20 years.

Our more than 500 highly trained professionals work with speed and agility to craft and execute breakthrough strategies that maximise performance and unlock a brand's full potential.

This position is aligned to one of our four divisions:

• Lucid Global works with global brand teams at big and mid-tier pharmaceuticals and biotech clients to deliver powerful medical communications solutions for early lifecycle assets.

Our other divisions include:

• Lucid Consulting brings depth of expertise in the research, development and commercialisation of solutions across therapeutic areas and modalities by streamlining product development, building operational capabilities, innovating, and supporting execution to create value for patients, clients and shareholders.

• US MedComms works with both US and Global brand teams to create powerful medical communications solutions for early lifecycle assets.

• US Marketing works with clients across the Rx, Medical Device, OTC and Consumer Device categories to deliver compelling communications and promotional solutions to Healthcare Professionals for in-market assets.

ABOUT THE ROLE

The Client Operations Lead is responsible for revenue operations, supporting forecasting and month-end processes within each client team, as well as ensuring data accuracy and efficiencies across the project financial life cycle. The Client Operations Lead is aligned to client teams, providing in-team support and working directly with Client Services, Project Management and Finance. 

 Key Responsibilities include, but are not limited to:   

• Collaborative working with Client Services and Project Management functions to drive in-team excellence in financial ops and embed best practice in day to day working

• Monthly Financial Cycle – leading monthly financial cycle within vertical team(s), producing and challenging revenue data, and managing comms within team(s)

• Project Lifecycle – ownership of project financial data accuracy in CMAP and driving accountability within team, pressure testing and challenging teams on data accuracy, identifying reasons for inaccuracies and working collaboratively with Client Services to drive solutions.

• Operational Excellence – driving improvements to operational efficiency and processes, working in collaboration with the Project Management function to proactively identifying areas for improvement, creating solutions, and implementing solutions and in-team training as required

• Operational Reporting / KPIs – leading vertical teams to KPI achievement, utilising reports, dashboards and insights to effectively analyse data, and to work with senior Client Services & Project Management and vertical SLTs to drive change and improvements where needed

• Financial Performance – working closely within team(s) on performance against targets, liaising with central finance function on reporting & performance KPIs

• Team Communication & Collaboration – building/managing relationships and working closely with the wider Global team to drive efficiency across the business. Supporting the other functions to drive broader accountability on financial operations and support team education around the importance of data accuracy.

• Financial Information Reporting – identifying the reports and dashboards required to support vertical teams with operational and commercial decision making, and liaising with central operations and the finance team to ensure the necessary information is available

• Operational Processes – driving compliance with established processes, leading delivery of in-team training, and support with development of SOPs

WHAT WE’RE LOOKING FOR

Essential Criteria

• Considerable experience partnering with client teams to support business outcomes and liaising with central functions on client team requirements.

• Experience managing financial processes and project reporting.

• Strong understanding of operational processes, client relationship management, and service delivery.

• Proficiency in data analysis and reporting

• Proven ability to manage multiple projects simultaneously while meeting deadlines and maintaining high-quality standards.

• Ability to foster a culture of accountability, innovation, and collaboration within the team.

• Exceptional interpersonal and communication skills to build and maintain strong relationships with client teams.

• Ability to anticipate client team needs and translate them into actionable operational strategies.

• Proven ability to identify challenges and implement solutions that align with both client team expectations and organisational objectives.

• Analytical mindset with the ability to interpret complex data to inform decisions.

• Client-focused and results-driven.

• Resilient and adaptable to change, able to thrive in a dynamic and fast-paced environment.

• Collaborative and approachable with a strong sense of emotional intelligence and self-awareness.

• Strategic thinker with a proactive approach to both client teams and operational challenges.

 

Desireable Criteria

• An understanding of medical communications agency and/or pharmaceutical industry would be an advantage

• Understanding of CMAP and Power BI

 If you look at this list and feel you don’t meet every single requirement, we still want to hear from you! We encourage you to apply, have a discussion with us about the role or others that we may have at Lucid Group either now or in the future, together we can build more inclusive workplaces.

BENEFITS OF WORKING WITH US     

Our culture is fundamental to the delivery of transformation. Harnessing the talent and ambitions of those we work with empowers us to deliver our magic. On top of this, our benefits include: 

• Discretionary bonus scheme;

• Contributory pension with Lucid contribution up to 5% of basic salary (enrolment after 3 months of employment);

• Cycle to work scheme;

• 25 working days holiday, 1 Celebration Day of your choice, 3 Christmas closure days plus 8 Bank Holidays per annum (pro-rata for part-time);

• Flexible holiday buy and sell scheme;

• Family friendly policies;

• Private family health and dental cover, including Employee Assistance Programme and a comprehensive employee rewards scheme;

• 4x basic salary life assurance cover;

• Medicash Healthcare Cash Plan (Level 1 company cover)

• Season Ticket Loans;

• Regular incentive schemes aligned to individual and team performance;

• Access to an employee discount platform with offers at 900+ retailers.

WHAT DOES IT MEAN FOR US TO BE LUCID?

At Lucid Group, we transform lives. Always. We believe in providing a culture of authenticity, where we can all be ourselves, make real connections, and enjoy the work that we do. Together.

We empower our people to embark on a journey of growth and advancement by offering meaningful learning and development opportunities.

Central to our ethos is our commitment to cultivating an environment that embraces and respects people of all backgrounds and identities, underpinned by a culture of conscious inclusion and support.

The Lucid values are not just mere words; they are the culmination of our collective efforts. Co-created by our people for our people, these values serve as our guiding principles, ensuring that every decision we make positively impacts the lives of the clients, patients, healthcare professionals, and colleagues we serve.

• Compassionately Human: We think about the human impact of our actions

• Accountable Allies: We are the go-to strategic partners for our clients

• Invent with Intent: We create meaningful solutions to solve real problems

• Courageously Curious : We challenge ourselves to think disruptively

We are an Equal Opportunity Employer and welcome applications from all backgrounds and identities. We are committed to providing an inclusive recruitment experience to everyone.

This commitment to inclusion is explicitly inclusive of race, colour, sex, age, pregnancy, marital status, religion, sexual orientation, gender identity and/or expression or disability.

As part of our commitment to recruiting and supporting colleagues with disabilities Lucid Group are a committed member of the UK Government’s Disability Scheme, supporting people with disabilities provides us with access to a wider talent pool and enables us to be a force for good in the world by creating fair and equitable access to employment opportunities. Aligned to this scheme we commit to ensuring our recruitment process is inclusive and accessible by:   

1) Offering a guaranteed interview to candidates with disabilities who meet the essential criteria for the role  

 2) Anticipate and provide reasonable adjustments    

3) Support any existing employee who acquires a disability or long-term health condition 

If you wish to apply under this scheme please indicate so when asked on our DEI page which will appear as part of our job application process.