In November 2016, a friend of mine was lamenting a difficult project she was working on and needed some advice from a project management and healthcare perspective. I drew out this diagram for her and it led to me meeting the rest of the team a few days later:
OLIVER is a dynamic creative digital agency based in London with a wide range of clients including AB InBev, 3M, and Unilever. They had a project that was particularly complicated and a client with extremely high standards on https://www.keepitpumping.com/ – an advice and guidance website for heart failure patients and their carers. The only problem was that nobody in the company had a background in compliance and governance and the account director at the time was more creative than project management focused. I was asked to help stabilise the account and negotiate a scope of work for 2017 with a new account director for an “account reset” with a subsidiary of the OLIVER Group: Dare Agency.
The main client contact and I didn’t always agree on everything but we had a great working relationship. I didn’t realise it was unusual for project managers to take on a lot of client facing work, but the client respected my honesty and openness with her about how we could get the best out of the budget. The account director was able to step back to focus on other billable work, while I stepped up to manage the account handling as well as project management full time. Since then, the OLIVER Group has opened up a Healthcare Division, so I am currently in the process of handing over a now-stable account to them, who will be able to pick up the baton and shape the scope of work to suit their talents.
This has been a steep learning curve for me in a new industry but I have absolutely loved working with designers, copywriters, UX teams and especially content strategists. While I loved working in public health, seeing the ways that creativity and imagination can be applied to help patients achieve positive outcomes during a stressful diagnosis was really inspiring. It is such a lovely project and I’m really glad we were able to wrangle the many complicated needs of the account to keep it in the OLIVER Group.
- Service transformation, account reset and strategic digital oversight of keepitpumping.com, owned by Novartis Pharmaceuticals
- Negotiating the client retainer of £600k and 2017 scope of work with competition from 2 external partner agencies
- Client facing project management of a complex programme with multiple stakeholder dependencies
- Managing a digital team including developers, artworkers, designers, copywriters and content strategists
- Stabilising the account so it is ready to be handed over to the OLIVER Healthcare team