Heather Roman

Oversees client service operations to ensure the successful execution of advertising and marketing campaigns while driving customer satisfaction. Serves as the primary liaison between clients and internal teams, managing project timelines, deliverables, and performance metrics. Responsibilities include collaborating with sales, marketing, and product teams to effectively meet client needs, reviewing campaign components, managing client communications, tracking key performance metrics, collecting and validating project documentation per Doximity’s specifications, facilitating team communications on active projects, and maintaining

accurate records.

• Oversee the execution of advertising and marketing campaigns, ensuring alignment with client goals.
• Collaborate with cross-functional teams to optimize campaign performance and resolve client concerns.
• Monitor key performance metrics and provide insights and recommendations for improvement.
• Build strong relationships with clients, driving retention and long-term engagement.

Manages Regulatory Operations for digital and print marketing initiatives for Global and US Respiratory, Virology, and Immunology brands for GlaxoSmithKline. Acts as primary point of contact between agency and clients’ MLR review department, ensuring all submissions follow procedures established by GSK protocols. This includes reviewing submission components, managing references, collecting and validating documentation according to GSK’s specifications, facilitating communications among team members about the status of projects currently underway, and data entry.

• Leads weekly resource planning sessions, evaluating staffing needs across clients and brands, working with other departments to prioritize work, fill resource gaps and anticipate future needs
• Proactively identifies project issues and problems; assisting in their resolution and collaborating with team members to initiate solutions
• Spearheaded initiatives for driving and documenting process standards and best practices
• Identifies process inefficiencies and instituted internal measures to streamline submission workflow
• Provides strong technical, process, and regulatory documentation leadership and training to internal brand teams

Member of the client services team responsible for understanding clients’ business goals and managing day-to-day client-agency communication. Accountabilities included managing and strengthening client relationships, initiating, coordinating, and overseeing all agency activities on behalf of the client, and working with multidisciplinary teams in order to create innovative advertising and marketing campaigns.

• Organized and managed all the work and documentation required to complete multiple projects within a defined scope, timeframe, and budget as well as keeping clients informed of project status
• Closely controlled the client’s budget and timeline-to maximize ROI
• Set and enforced project milestones; tracked and coordinated schedules and resources as well as project scoping and proposal creation
• Routed assets to proper persons as needed for review, proofing, revisions and approval
• Facilitated communication between team members, vendors, and clients
• Talent scouting and recruited vendors for the agency including: voice-over actors, production companies, videographers, photographers, animators, editors, copywriters etc.

Provided guidance on potential submission issues and implemented strategies with the goal to improve the current regulatory submission process. Played a key role in supporting content approval throughout the entire project life cycle and ensured 100% compliance with industry regulations.

• Prepared digital and print marketing materials for all stages of MLR review using different online submission systems to upload pieces, download comments, annotate references, and track progress
• Maintained comprehensive and accurate records of all current and upcoming submissions including the stage of review, job codes, references, comment approvals, deadlines, and client process documentation
• Collaborated with internal multidisciplinary teams to bolster the quality of MLR submissions and shorten time-to-market
• Worked with Project Management and Account to scope projects and forecast hours needed for process completion
• Developed and maintained internal SOPs and provided regulatory training and content to the agency

Member of the project management team responsible for pharmaceutical customer relationship marketing campaigns distributed via eMail and direct mail. Accountabilities included tracking of project materials through development phases by liaising between account managers, creative and content development, production, IT and analytics; coordination with third part vendors and clientele to ensure accuracy and compliance with industry regulations; execution of quality assurance tests and budget tracking management.

• Developed SOP documentation for Repmail Scenario Testing; conducted quarterly assessments and updates as needed
• Designed, developed, and implemented in-house database scenario test plans; increased accuracy of data and de-duplication error by 80%
• Performed QA testing within clients proprietary sales initiated direct-to-physician mail platform
• Created, distributed, and maintained archive of campaign briefs and contact reports
• Produced daily project development and status reports for account team and clients