Manager, Client Engagement

Job Description:

Manager, Client Engagement

ICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development

Manager, Client Engagement - Patient Recruitment & Retention (PRR)

As a Manager, Client Engagement, you will be responsible for fostering strong relationships with our clients and ensuring their satisfaction with our services.

This role sits within ICON's Patient Recruitment & Retention (PRR) division, where we deliver patient-centred solutions designed to optimise clinical trial recruitment, engagement, and retention across the full patient journey.

You will oversee account management and client services workstreams, ensuring deliverables meet quality and timeline expectations while supporting the successful delivery of patient-centric recruitment and retention strategies.

What You Will Be Doing:

* Bring solid account management and client services experience, with the ability to manage competing priorities
* Leading the Client Engagement team, to deliver high levels of client satisfaction and successful account management
* Developing and implementing strategies to enhance client relationships, address concerns, and drive client retention
* Acting as a key client partner in the delivery of customised recruitment and retention approaches, leveraging patient insights and study requirements
* Collaborating with internal teams, including PRR specialists and operational functions, to ensure aligned and effective service delivery
* Supporting the delivery of multi-channel recruitment and engagement solutions, including site-specific strategies, digital outreach, and patient-centred services
* Monitoring client feedback and performance metrics, including enrolment and engagement data, to identify areas for improvement and implement solutions
* Managing key client accounts, as the primary point of contact, ensuring timely resolution of issues
* Driving continuous improvement across client service delivery, supporting innovative approaches that enhance both patient experience and recruitment outcomes

You will have/be:
* Bachelor's degree in Business Administration, Marketing, Life Sciences, or a related field
* Proven experience in client engagement, account management, or customer service, with a strong track record of enhancing client relationships within the Clinical Research industry
* Exposure to clinical research, patient recruitment and site engagement is advantageous
* Excellent leadership and team management skills, with the ability to drive client satisfaction and service excellence
* Strong problem-solving and communication skills, with the ability to effectively manage client expectations and address concerns
* Experience in developing and executing client engagement strategies and monitoring performance metrics
* Willingness to travel as required (approximately 25%)

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What ICON can offer you:

Our success depends on the quality of our people. That's why we've made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:
* Various annual leave entitlements
* A range of health insurance offerings to suit you and your family's needs.
* Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
* Global Employee Assistance Programme, TELUS Health, offering 24-hour access to a global network of over 80,000 independent specialised professionals who are there to support you and your family's well-being.
* Life assurance
* Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidised travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We're dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here.

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless - there's every chance you're exactly what we're looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply