Head of Client Services

Are you a strategic, people-first leader who thrives in high-growth environments? At EMJ, we're on a mission to elevate global healthcare through impactful, insight-driven content. We've grown fast-and we're just getting started. Now, we're looking for a Head of Client Services who's ready to lead from the front, challenge the status quo, and build something bigger with us.

As a key member of our leadership team, you'll drive the success of our client partnerships, elevate our internal capabilities, and directly influence the next phase of our growth. This role is perfect for someone who thrives on autonomy, leads with empathy, and loves solving problems that matter.

Your Impact at EM

• Lead & Inspire a High-Performing Team: Develop and mentor the CS team to deliver projects that exceed expectations. You'll champion accountability, learning, and ambition to drive publishing targets and KPIs
• Drive Strategic Client Success: Partner with our most valuable clients to shape and execute strategies that deliver measurable impact; influence retention, growth, and satisfaction across the portfolio.
• Be a key driver of innovation and efficiency: You'll be empowered to identify and implement improvements to our client experience and internal processes, directly contributing to a more effective and impactful organisation where your ideas matter.
• Grow with a Company That's Going Places: Work cross-functionally in a fast-moving, international business; seize real opportunities for personal and professional growth as we expand into new markets and services

What You'll Own:

• Day-to-day leadership and development of the Client Services team
• Oversight of client project delivery-on time, on budget, beyond expectations
• Early identification and resolution of challenges that impact client satisfaction or team performance
• Ownership of key KPIs, reporting insights and trends to leadership
• Escalation and resolution of complex client issues with a calm, solutions-focused mindset
• Relationship building with senior client stakeholders, becoming a trusted advisor
• Resource planning and tool optimisation to maximise team output and client value

Who You Are:

• A proven leader with a strong track record of managing high-performing client services or account management teams
• Commercially minded, able to connect the dots between client experience and business impact
• Data-savvy and comfortable reporting performance insights to senior stakeholders
• Comfortable in fast-paced, scale-up environments-adaptable, proactive, and resilient
• Passionate about continuous improvement, always looking for smarter, better ways to work

Why Join Us?

• Be part of a company that's making a genuine impact in the healthcare space
• Collaborate with ambitious, values-driven teammates
• Work in an environment that recognises and rewards initiative, ownership, and excellence
• Enjoy real autonomy-and the support to take bold ideas from concept to execution

Key Information

• Salary:Negotiable
• Reports to: Victoria Nash, Customer Engagement Director
• Hours: 8.30am - 5pm, Mon-Fri
• Working pattern:Up to 2 days WFH (full-time in office during probation)
• Location: This role is based onsite in our London/Moorgate office

About EMJ

EMJ'spurpose is to elevate the quality of healthcare globally, by supporting all healthcare professionals with free and easy access to medical journals and lifelong learning opportunities. We do this to create Gold Medal Winners, enabling healthcare professionals to become the best versions of themselves. Similarly we equip our employees with all the skills, tools and knowledge they need to be in the top 10% of what they do andcreate Gold Medal Winners in the company.

At EMJ, we believe in

• Taking care of your own: We all need to be proactive and responsible for our own actions. This will lead to an inspiring place to work that we are all proud of.
• Going the extra mile: Always give your best performance, this will create a team that is different to anything else, full of hard working, gold medal winners.
• Entire buy in: Everyone has loyalty to our vision, values, culture, and the long-term goals of EMJ. We are committed to doing so in a positive and passionate way.
  

Find out more about us and careers at EMJ.

Application process:

Your CV will be reviewed by the Recruitment team. If successful, we will be in touch to arrange a telephone call. Following this there will be a 2-stage interview process, one focused on competencies and one on the EMJ values.