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Director, Agency Operations & Client Engagement

Innovative Trials
Letchworth Garden City, Hertfordshire
Up to £95K + Benefits
Start date
2 Apr 2024
Closing date
29 Apr 2024

View more

Clinical Research, Patient Recruitment
Full Time
Contract Type
Experience Level

Job Details

Company overview

Innovative Trials is an award-winning company specialising in patient recruitment and retention for clinical trials. Renowned for our excellence in strategic communication and innovative solutions, we lead the way in advancing patient-centric initiatives globally. Our commitment to excellence and our global reach make Innovative Trials a key player in supporting clinical research and ensuring successful patient recruitment and retention.

Role overview

The Director, Agency Operations & Client Engagement at Innovative Trials is a seasoned professional with extensive experience in a fast-paced and ever changing environment, preferably within the clinical trial/health industry who will be responsible for leading daily operations of our in-house agency by setting goals aligned to the business objectives and team ensuring all employees deliver work to the highest standard.

In addition, the creative director will have financial responsibility for the agency to ensure profitability and optimal use of the team’s skills and ability.

Key responsibilities

As the Director, Agency Operations & Client Engagement at Innovative Trials, you will play a pivotal role in driving the success of our organisation. You will drive the consolidation of our in-house agency by leading a team of copywriters, graphic designers, and other creative professionals while driving creativity, innovation and impact across our client portfolio.

You will be responsible for overseeing the development, translation, and global distribution of materials critical to patient recruitment and retention activities in clinical trials. This position requires a strategic leader with a deep understanding of the healthcare industry, exceptional project management skills, and a proven track record in global communication strategies. The Director, Agency Operations & Client Engagement should lead the team with a vision of being the best agency within the patient recruitment field; identifying efficiencies, and integrating new services to ensure market competitiveness.

Strategic Leadership:

  • Define, scope and execute a comprehensive strategy for the creation, translation, and distribution of patient recruitment education materials and site-facing materials both in print and digital form.
  • Streamline and optimise digital campaigns, identifying innovative tools and technologies to enhance efficiencies and effectiveness, ensuring seamless execution and delivery of results within established timelines and KPIS
  • Develop ideas for for digital, print and offline campaigns to maximise the impact of our clients’ retention strategies by leading brainstorming and creative meetings
  • Collaborate with cross-functional teams to align communication strategies with the goals of clinical trials and sponsor organisations.
  • Stay abreast of industry trends and best practices to ensure Innovative Trials remains at the forefront of patient recruitment and retention with regards to material development.

Project Management:

  • Oversee the functional leads of the end-to-end process of creating and translating materials, ensuring quality and adherence to timelines and maximise budgets
  • Collaborate with Account Managers , content creators, and translation specialists to streamline workflows and maximise efficiency.
  • Utilise personal skillset to monitor project budgets and provide oversight of resource allocation to ensure optimal utilisation and efficiencies.
  • Liaise with the Operations Director to evidence a compelling business case for team expansion and work collaboratively with the Talent Team to identify talent, support onboarding and develop individuals.

Resource Management of Studies:

  • Oversee the allocation and utilisation of resources for studies ensuring efficient and effective project execution.
  • Collaborate with project managers to develop resource plans, considering factors such as timelines, budget constraints, and project complexity.
  • Implement best practices in resource management, identifying opportunities for optimisation and streamlining processes to enhance overall efficiency.
  • Regularly assess resource needs in collaboration with the Studio/Traffic Manager against project demands and future pipeline, making strategic adjustments as necessary to meet evolving priorities and timelines. Work collaboratively with the Operations Leads Team to identify solutions for short term support during workload peaks.
  • Play an active role in leading the creative strategy development on Bid Defence/Business Development meetings.
  • Work with Business Development, Account Management, Operations, and Study Teams to successfully on-board new client work and navigate team transitions for on-going work.

Global Translation and Distribution:

  • Develop and maintain relationships with translation, digital and print vendors to ensure high-quality, culturally sensitive translations.
  • Implement strategies for effective global distribution of materials, considering regional nuances and regulatory requirements.
  • Ensure compliance with industry standards and regulations in all translated materials.

Client Engagement:

  • Act as a key point of escalation for clients, understanding their needs and aligning services to meet and exceed expectations.
  • Foster strong client relationships through effective communication, regular updates, and transparent reporting.
  • Lead with the account managers opportunities for continuous improvement and innovation to meet ongoing client demands
  • Oversee the KPIs for the portfolio of studies to ensure all client requirements are met or exceeded, and where at risk that mitigation plans are followed thoroughly.

Digital Campaign Management:

  • A demonstrated ability to develop and implement comprehensive digital campaign strategies for patient recruitment across multiple digital channels, ensuring a cohesive and targeted approach.
  • Collaborate with digital marketing specialists to deploy innovative tactics, including social media, search engine marketing, email campaigns, and other relevant channels.
  • Stay abreast of evolving digital marketing trends and technologies to ensure Innovative Trials remains at the forefront of effective patient recruitment strategies in the digital landscape.
  • Work closely with cross-functional teams to integrate digital campaign efforts with broader communication strategies, ensuring consistency and synergy across all patient-facing materials.

Team Development:

  • Lead and inspire a diverse team of professionals, fostering a culture of collaboration, innovation, and continuous learning.
  • Provide mentorship and professional development opportunities to team members, ensuring a high level of expertise within Innovative Trials.
  • Ensure adequate training and support for team members involved in patient recruitment and retention studies, fostering a high level of expertise within the organisation.

Key attributes/Skills/education

  • Minimum of 5 years of experience in a leadership role within the healthcare industry
  • Proven experience in managing global translation and distribution projects, particularly in the clinical trial space.
  • Desirable Relevant knowledge of ICH-GCP.
  • Desirable strong understanding of patient recruitment and retention strategies, clinical trial processes, and healthcare communications.
  • Experience of implementing digital campaigns within the healthcare space, experience with clinical trials is a plus
  • High EQ and excellent interpersonal and communication skills, with the ability to build and maintain relationships with clients, vendors, and internal teams.
  • Demonstrated ability to think strategically, make data-driven decisions, and solve complex problems.
  • Demonstrated success in developing and executing digital campaign strategies across multiple channels in a fast-paced environment.
  • Excellent interpersonal and communication skills, with the ability to adapt quickly to changing priorities and effectively lead teams through rapid project timelines.
  • Prior experience working in a marketing agency setting, showcasing the ability to thrive in a dynamic and high-pressure work environment.
  • Desirable to have imbedded a creative agency in-house
  • Bachelor's degree in a relevant field; advanced degree preferred.
  • Experience of working with Google Suite
  • Solid financial management skills.


Innovative Trials specialises in delivering effective global patient recruitment strategies for your clinical trials by adopting a patient and site-centric approach.
We work with some of the biggest global pharmaceutical companies, clinical research organisations (CROs) and biotech companies to deliver effective patient recruitment and retention strategies for clinical trials.

We pride ourselves on forging close, collaborative and long-lasting relationships with our clients. Together, we become one team to ensure patient recruitment and retention success for your studies.
Innovative Trials was founded in 2010 by Kate Shaw and Dave Watkins after identifying a growing need for clinical trial patient recruitment support.

Headquartered in the UK, Kate and Dave have grown Innovative Trials into a leading global expert in patient recruitment and retention with clinical trial recruitment specialists living and working in more than 70 countries.

Company info
Innovative House
Avenue One
Letchworth Garden City

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