Client Partner

Client Partner  

Reporting to: Customer Experience Director 

Location: Brighton or London (remote option available, within 2hrs from the Brighton office or London) 

Salary: £84,000-£95,000 per annum depending on experience

Responsibility: Overseeing business strategy and client service 

About Graphite 

We're a dedicated Health and Pharma digital experience agency, collaborating with organisations around the world to create digital solutions that are truly aligned to their audience needs. Our services fall under three core pillars: strategy, user research and design. 

In joining Graphite, you'll become part of a creative and diverse team that genuinely cares — about our people, our customers, and the patients and healthcare practitioners that are impacted by the work that we do.

Through collaborative working and a commitment to continuously improving and developing our people and processes, we are able to make a measurable difference to people's health and wellbeing through creating exceptional digital experiences.

We're headquartered in Brighton, with our team working hybrid and remotely across the UK. Ad-hoc travel to London or Brighton will be required. Plus, to the US to support growth in that market. 

The role

We're looking for someone who combines deep pharmaceutical and healthcare industry expertise with a strategic and analytical mindset. You'll bring strong business acumen, first-class client service skills, and a confident leadership presence. 

This is a new role at Graphite. We are looking for someone with at least 10-years' experience across business consulting and client service, who can translate the value of business strategy to our clients; ensuring their digital transformational journey and product development lifecycles are strategically driven. 

You will be the strategic contact for Graphite's top-tier healthcare and pharmaceutical customers, leading senior client conversations and providing expert guidance on digital strategy from an organisational/account-based perspective - for global and local markets. You'll help shape digital direction that aligns with business goals, customer needs, and compliance requirements — unlocking opportunities for impactful delivery and long-term account growth.

As Client Partner, you will bring a growth mindset to aid future scaling and play a pivotal role in supporting the growth and transformation of the agency - integrating business strategic foresight and client relationship mastery to drive innovation and measurable results. 

You will work closely with new business and SLT on business growth, and oversee, manage, and support a growing team of business strategists and client service specialists, providing line management and training to ensure high performance and continued development.

You will be expected to generate around 40% of your time as billable revenue for the department.

Key responsibilities
Business strategy 

• Collaborate with client stakeholders to understand business goals; translating complex problems into strategic solutions aligned with user needs.
• Develop actionable business strategies grounded in robust market/competitor analysis and regulatory requirements, leveraging industry sources, benchmarking, and best practice methodologies.
• Establish key performance indicators, metrics and measurement frameworks to evaluate the effectiveness of digital strategies, products and design systems - bringing outside best practice and perspectives to Graphite on illustrating ROI.
• Oversee the creation of strategic briefs and roadmaps that bring the business vision to life, aligning teams around a shared direction.
• Design and facilitate strategic workshops for senior clients - working alongside UX and design experts.
• Bring expertise in change management and the socialisation of harmonised, omnichannel approaches — supporting design system adoption, fostering alignment, and enabling scalable delivery.

Client service 

• Lead strategic client engagements from pitch to delivery, ensuring satisfaction and long-term retention.
• Act as senior point of contact for key client accounts, building trusted relationships with our most key and senior stakeholders.
• Identify client growth opportunities to drive innovation in digital experience and engagement (e.g. HCP portals, patient support apps, clinical trial tools) and work with client service, with input from UX Strategy and Design, to create client growth plans and roadmaps.

Healthcare domain expertise

• Deep understanding of healthcare industry regulations, standards, and operational processes across markets.
• Stay informed about emerging trends, technologies, and innovations in the pharma and health sector and share this knowledge internally.
• Create thought leadership content for Graphite and speak/network at industry events.

Cross-functional collaboration

• Work closely with new business so there is a seamless transition from new to live client.
• Work closely with internal teams across UX strategy, UX research, design and delivery when proposing digital solutions and when collectively creating client roadmaps.
• Strong relationship with commercial with a good understanding of how to price work at value.
• Collaborate with the marketing team to position strategy (results) at the heart of client/customer success stories.

Key requirements

• Pharma & healthcare experience is a must for this role - and a passion for the sector.
• Minimum 10 years agency experience in business consulting and/or client service, but significant relevant client-side experience also considered.
• Understanding of Digital Product, Design Thinking and digital health innovation, and importantly Design Systems and the benefits of a harmonised/cross channel approach.
• Strong commercial/sales capability and experience.
• Demonstrated data-driven strategic mindset, success at growing accounts, proactively seeking new opportunities and revenue streams.
• Experience in launching digital products or services in regulated markets.
• Experience line managing multi-disciplinary teams; training, mentoring and coaching best practice strategy and client service.
• Excellent client facing communication, presentation, facilitation skills, plus diplomacy and negotiation skills, enabling you to have difficult conversations with the client and team with ease.
• Willingness to travel to the Brighton office for key company events and to engage with team members as needed in Brighton and London, and for industry events as agreed. 

Skills:

• Strong understanding of user-centred design principles and methodologies.
• Excellent analytical skills with the ability to translate business needs and primary/secondary insights into actionable digital strategies.
• Excellent communication and collaboration skills, with the ability to effectively engage with cross-functional teams and stakeholders and interrogate solutions.
• Knowledge of healthcare regulations and standards (e.g. FDA, HIPAA, GDPR) is a plus.
• Understanding of pharma marketing compliance (e.g. Veeva-approved content, MLR process).
• Working knowledge of technologies used in health (e.g., EHR integration, mobile health, telemedicine).

Benefits

Read our employee experience
introduction to see an overview of our benefits; including:

• Private health insurance with high standards of cover
• Comprehensive private dental plan 
• Personal development time and annual training budget 
• Regular social meet-ups and events
• 25 days holiday, increasing after 2 years
• Opportunities to give back with dedicated time for community engagement and charitable initiatives to suit your interests — young talent; diversity and inclusion; environment and sustainability; wellness 
• Free employee assistance support for personal challenges, whether legal, financial or medical
• Cycle to work scheme
• Pension scheme with employer contributions

Professional and personal growth 

We're committed to professional and personal growth. Through comprehensive onboarding, ongoing training and knowledge sharing across teams, we support continuous development. We set personalised annual objectives (aligned with the agency's vision/goals and upskilling); with check-ins at regular intervals to ensure progress. This approach helps to build new skills and confidence as our team grow in their careers. 

• Group training with external industry experts to deepen our expertise and maintain our specialism in health and pharma
• Graphite Learns - all agency knowledge sharing presented by different team members 
• Coassemble internal platform for ongoing training

Application

If you are passionate about helping to transform healthcare experiences and drive positive impact, we invite you to join our team at Graphite. Apply now to be part of our exciting journey to shape the future of healthcare technology

Applications are via our online application system and include a covering letter along with your CV. 

At Graphite we are committed to building a truly inclusive and diverse workplace where there are equal opportunities for everyone regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation, or is disadvantaged by conditions or requirements which cannot be shown to be relevant to performance as protected by applicable law. 

If you are interested in this role but don't meet every requirement or your skills don't perfectly align, we'd encourage you to apply anyway and tell us why you are the best candidate. We are always open to meeting new great people who we can learn from, we seek and welcome diversity of experience, knowledge and perspectives and all that it brings to our teams. 

If you have a disability or need that requires accommodation at any point in the application or interview process, please let us know.