Managing Director, Customer Experience (CX)

FSi CX, a Division of Fresh Squeezed Ideas; Toronto; On-site; CAD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation package

4-day work week

Professional development opportunities

Job summary

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.

Qualifications

• Proven track record of successfully building or scaling consulting practice.
• Experience leading enterprise-level CX transformation.
• Demonstrated ability to create agile, scalable operating models.
• Experience leading enterprise-level CX transformation
• Exceptional communication and executive-level advisory skills
• Demonstrated ability to build teams, systems, and scalable operating models

Responsibilities

• Drive sustained, profitable revenue growth for the CX vertical.
• Build a consulting organization with operational capability across functions.
• Create frameworks and knowledge assets for growth.
• Be focused on engagement quality e.g., scope depth, strategic value
• Build a scalable consulting organization with operational engines across commercial, delivery, and employee development functions
• Create & document proprietary frameworks & IP

Skills

Pharma CX strategy

Business development

Team leadership

Executive-level communication

Enterprise CX transformation

Strategic storytelling

Education

10+ years of experience in pharma CX strategy

Job description

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