Client Experience Director, Pharmacy Solutions

Role Summary 

The Client Experience Director, Pharmacy Solutions is a senior, client facing professional responsible for delivering exceptional operational execution and subject matter expertise across pharmacy benefit solutions.  This role serves as a trusted advisor to clients on pharmacy strategy, plan design, formulary management, and ongoing program optimization. 

Unlike broader account management roles with commercial growth responsibility, this position is deeply focused on pharmacy operations, program performance, and client outcomes, ensuring pharmacy solutions are implemented, managed, and evolved with precision and excellence.  The Client Experience Director partners closely with Account Management, Product, Analytics, and external pharmacy partners to deliver seamless, highquality client experiences. 

Key Responsibilities 

Client Engagement & Trusted Advisory 

• Serve as the primary pharmacy subjectmatter expert for assigned clients, building strong, trustbased relationships through proactive engagement and consultative support. 

• Act as a strategic advisor to clients on pharmacy benefit design, formulary strategy, utilization management, and emerging pharmacy trends. 

• Support client retention through exceptional service delivery, issue resolution, and continuous optimization of pharmacy programs. 

Pharmacy Program Strategy & Execution 

• Lead the design, implementation, and ongoing management of pharmacy benefit programs, including formulary updates, plan design changes, and vendor coordination. 

• Oversee pharmacy related RFPs, renewals, and vendor evaluations in partnership with internal stakeholders. 

• Ensure pharmacy solutions align with client goals, regulatory requirements, and organizational strategy. 

Operational Oversight & Cross Functional Coordination 

• Own the execution of complex pharmacy initiatives, including plan changes, compliance documentation, and operational readiness. 

• Coordinate across Product, Analytics, Operations, Account Management, and external partners to ensure timelines, quality standards, and client expectations are met. 

• Identify operational risks or gaps and proactively drive resolution. 

Analytics, Reporting & Insights 

• Analyze pharmacy utilization and financial data to identify trends, risks, and opportunities. 

• Prepare and deliver clear, actionable insights for client presentations, quarterly business reviews, and annual planning. 

• Partner with analytics teams to ensure accurate, timely, and meaningful pharmacy reporting. 

Internal Leadership & Collaboration 

• Serve as a pharmacy subjectmatter resource for internal teams, supporting education, enablement, and consistency of delivery. 

• Contribute to the evolution of pharmacy marketplace processes, best practices, and client experience standards. 

• Participate in strategic discussions related to pharmacy innovation, market trends, and solution development. 

Qualifications 

• Bachelor’s degree in healthcare, business, pharmacy, or a related field (Master’s degree preferred). 

• Significant experience in pharmacy benefit management, pharmacy consulting, or healthcare advisory roles. 

• Deep understanding of pharmacy benefit design, formularies, utilization management, and pharmacy economics. 

• Strong analytical skills with the ability to translate complex data into client ready insights. 

• Proven ability to manage multiple complex initiatives and stakeholder relationships simultaneously. 

• Excellent communication skills with comfort engaging senior client and internal leaders. 

Core Competencies 

• Pharmacy subjectmatter expertise 

• Operational excellence and execution discipline 

• Client trust and advisory presence 

• Cross-functional collaboration 

• Analytical rigor and insight generation 

• Accountability and followthrough