A leading consulting firm in Toronto is seeking a Managing Director for Customer Experience to drive revenue growth and develop a high-performing team. This role emphasizes building a scalable consulting business in pharma, fostering client relationships, and ensuring operational excellence. Candidates should have over 10 years of pharma CX experience and strong leadership skills. The position offers a competitive compensation package along with the opportunity for a 4-day work week, presenting a unique work-life balance. #J-18808-Ljbffr
The Managing Director, Customer Experience (CX) will lead the creation, scale, and long-term success of a high-growth consulting vertical with the ambition to become the gold standard for CX leadership in pharma. This is a rare opportunity to build a differentiated, commercially strong practice that shapes how life sciences organizations engage patients, healthcare professionals, and partners.
This role requires a visionary yet execution-driven leader with a proven ability to build and scale consulting businesses. The Managing Director will be accountable for defining the strategic ambition of the CX practice, delivering sustained revenue growth and profitability, and embedding operational excellence at scale. With deep expertise in pharma CX strategy, this leader will cultivate senior client relationships, expand market presence, and build, inspire, and develop a high-performing team that consistently delivers measurable impact and exceptional client experiences.
Role
Permanent, full-time
Why Join FSi CX?
Join us if you want your work to matter. We are designing a customer experience consultancy purpose-built for pharma. One that goes beyond insight to shape real decisions, real behaviors, and better outcomes for patients and healthcare professionals. Here, you’ll work alongside curious, ambitious people who challenge convention, value rigor and creativity in equal measure, and believe great experiences are a strategic advantage, not a nice-to-have.
As a member of the Executive Team, you’ll be empowered to be a visionary leader, one who embodies the essence of
bespoke, agile & deeply collaborative
leadership, fostering a vibrant, dynamic culture that is uniquely FSi.
RESPONSIBILITIES & DUTIES
Business Development
Drive sustained, profitable revenue growth for the CX vertical
Play a leading role in meeting or exceeding CX revenue targets
Expand revenue from new & existing clients
Be focused on engagement quality e.g., scope depth, strategic value
Profitability & Margin Discipline
Build a business vertical that scales profitably
Meet or exceed margin & profitability goals
Focus on efficient, high-quality delivery
Innovate ways of working
Operational Capability Building & Team Leadership
Build a scalable consulting organization that has operational engines across commercial, delivery, and employee development functions
Create & document proprietary frameworks & IP
Document knowledge assets, methodologies, and delivery processes that enable growth
EXPERIENCE & QUALIFICATIONS
10+ years experience in pharma CX strategy a must
Experience building or scaling a consulting practice or business unit
Proven track record of business development
Experience leading enterprise-level CX transformation
Exceptional communication and executive-level advisory skills
Demonstrated ability to build teams, systems, and scalable operating models
COMPENSATION AND WORK-LIFE BALANCE
FSi offers a competitive compensation package commensurate with experience
FSi supports a
4-day work week
to provide personal flexibility and support professional and personal development for team members.
Joining our team offers the opportunity for professional growth and adventure. You will work with highly experienced professionals, holding PhDs in Behavioral Science, Medical Anthropology, and other fields. You will benefit from these experts' decades of experience in healthcare market research and consulting, which will help you expand your own capabilities and drive growth at FSi.
We look for people who:
Work in a way that upholds and promotes the FSI core values: Passion, Curiosity, Empathy, Agility, and Frankness.
Contribute to and develop a culture of collaboration, nimbleness, care, and respect.
Create an equitable and inclusive environment for members of the team and clients.
Understand that Friday is flexible, not guaranteed time off (while we strive to maintain a 4-day work week, we ask that team members be flexible around client needs).
Attend Quarterly Town Halls in-person (held on Fridays)
APPLYING
FSi celebrates diversity in both its innovative solutions and its workforce. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities who are eligible to work in Canada and travel to the US. We understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is
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Shape the future of customer experience in the pharmaceutical industry. As a strategic leader, you will build a consulting practice that sets the standard for exceptional client engagement.
As the Managing Director focused on customer experience, you’ll lead initiatives that require deep knowledge of pharma strategy and business scaling. This full-time position is an opportunity to define the strategic direction for a consulting vertical that delivers strong revenue growth and profitability. You'll mentor a talented team while establishing valuable client relationships that drive measurable success.
Key Responsibilities:
• Drive ongoing revenue growth for customer experience
• Enhance engagement quality for clients
• Innovate operational processes for scalable impact
• Develop and document methodologies for efficiency
• Cultivate and lead a high-performing team
Requirements:
• 10+ years of experience in pharma CX strategy
• Experience in scaling consulting practices
• Proven track record in business development
• Strong leadership and communication abilities
• Skills in creating scalable operating models
Lead the transformation of customer experiences in life sciences by fostering collaboration and operational excellence in your team.
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