Omnicuris | Engagement Manager

ENGAGEMENT MANAGER

Client Delivery & Program Management

Location: Mumbai

Experience: 35 years

Reporting to: Vice President

Role Type: Full-time, Individual contributor

About Omnicuris:

Omnicuris is India's largest online platform for doctors. We work at the intersection of healthcare, technology, scientific education and enterprise engagement, creating customised programmes that help leading organisations engage healthcare professionals meaningfully and at scale. Omnicuris partners with leading pharmaceutical companies to design innovative marketing and educational solutions for healthcare professionals. With a network of 7,000+ KOLs and collaborations with medical associations, hospitals, universities, and medical bodies, Omnicuris creates trusted, impactful content and engagement platforms for the healthcare ecosystem.

The Role:

We are looking for an Engagement Manager who can independently own client engagements and ensure successful delivery of projects from planning through execution and closure. This is a hands-on individual contributor role requiring a strong combination of client management, structured problem-solving, project execution, stakeholder management, commercial awareness, and ownership. The Engagement Manager will be responsible for ensuring that projects are delivered on time, within agreed scope and SLAs, with high quality and a strong client experience/NPS. The ideal candidate should be equally comfortable discussing a business problem with a client, developing a solution, coordinating multiple internal stakeholders, tracking detailed execution, resolving issues, and proactively identifying opportunities to strengthen and grow the client relationship.

Key Responsibilities:

1. Client & Account Management:

- Own day-to-day relationships with assigned client POCs.

- Build strong, trusted relationships with clients through proactive and structured engagement.

- Understand client objectives, business priorities and evolving requirements.

- Anticipate client needs rather than operating only on incoming requests.

- Manage difficult conversations, pushbacks and escalations professionally.

- Identify opportunities for upsell, cross-sell and repeat business within existing accounts.

- Ensure clients have a consistently positive experience across the engagement lifecycle.

2. End-to-End Project Ownership:

- Take ownership of projects from requirement understanding through execution and closure.

- Translate client requirements into clear project plans, deliverables, timelines and responsibilities.

- Coordinate with medical, creative, technology, marketing and other internal teams to ensure smooth execution.

- Track project progress closely and proactively identify risks, dependencies and potential delays.

- Ensure deliverables meet agreed scope, quality standards and timelines.

- Maintain strong follow-through until project closure.

3. SLA & Delivery Management:

- Own adherence to agreed project timelines and SLAs.

- Establish clear milestones and checkpoints for every project.

- Monitor dependencies and ensure timely action from internal and external stakeholders.

- Identify potential slippages early and put recovery plans in place.

- Escalate issues appropriately while continuing to own the resolution.

- Ensure that client commitments are not missed because of lack of follow-up or coordination.

4. Problem Solving & Execution:

- Break ambiguous client requirements into structured, actionable problems.

- Understand the underlying business/marketing challenge rather than jumping directly to a solution.

- Develop practical, feasible solutions using appropriate Omnicuris platforms, formats and engagement approaches.

- Balance strategic thinking with execution realities such as timelines, resources, budgets, compliance and stakeholder availability.

- Make sound decisions and trade-offs when faced with competing priorities.

- Operate independently with limited supervision.

5. Solutioning & Proposal Development:

- Participate in developing client solutions and proposals.

- Convert client problems into clear solution narratives and execution plans.

- Recommend appropriate engagement formats, platforms and activities based on the client objective.

- Develop high-level execution roadmaps, timelines, cost heads and expected outcomes.

- Contribute to pitch presentations and client discussions.

- Ensure that proposed solutions are commercially viable and operationally implementable.

6. Stakeholder Management:

- Coordinate effectively with multiple internal teams and external stakeholders.

- Ensure everyone understands responsibilities, timelines and dependencies.

- Drive accountability without direct reporting authority.

- Resolve conflicts and execution bottlenecks constructively.

- Maintain clear and timely communication across stakeholders.

7. Client Satisfaction & NPS:

- Own the overall client experience for assigned projects/accounts.

- Maintain proactive communication, especially when there are risks or delays.

- Set expectations clearly and avoid surprises for clients.

- Take ownership of problems rather than attributing failures to internal teams.

- Actively seek feedback and use it to improve future engagements.

- Build relationships that result in high client satisfaction, repeat business and long-term account growth.

Ideal Candidate Profile:

The ideal candidate is someone who:

- Has experience in client-facing, project/program management, consulting, account management or similar roles.

- Has demonstrated ownership of projects or client engagements end-to-end.

- Can think strategically but is equally comfortable getting into execution details.

Experience & Qualification:

- Master's degree from a Tier 1 MBA college.

- Typically 35 years of relevant experience in client servicing, account management, consulting, project/program management, healthcare/pharma, marketing services or related fields.

- Experience working with pharmaceutical/healthcare clients is preferred.