Customer Engagement Manager
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Job title: Customer Engagement Manager --- Flu
- Hiring Manager: Head of Vaccines, India
- Location: Mumbai, India
- Job type: Permanent, Full time
About the job
Strategic context:
- Sanofi is implementing an ambitious plan called “DRIVE” complementing our Play to Win Strategy with 3 main objectives (i) keep fueling our pipeline (ii) make Sanofi a modern science-driven healthcare company (iii) serving our patients.
- In this context, Sanofi made the decision to evolve its commercial model from GBU-specific country organization's to a more standardized and consistent approach, boosting efficiency.
- The focus will be on (i) Key Markets and most innovative products as major drivers for growth and (ii) a cross-GBUs efficiency model with optimized country set-up.
KEY DIMENSIONS: SCOPE & SCALE
The Customer Engagement Lead role is designed to focus exclusively on customer engagement at the country level. This role directly engagesing with customers, understanding their needs and preferences, and implementing strategies that enhance customer satisfaction and loyalty.
Brand Planning: Share relevant elements of Global Brand Plan (GBP) with partner and Co-create Brand plan as part of Cross functional workshops with Partner ( help the partner understand Global approach and connect data with campaign of future, identify priortitised SIs and Critical Success Factors, co-develop scientific and CI plan for next year)
Claims library/ CDP - Annually
Signed off CBP- post alignment with MCOGlocal Context Elaboration: implement a “glocal” strategy that balances global brand strategies with local market nuances. This involves adapting global engagement initiatives to fit local customer preferences and regulatory environments, ensuring strategies are both globally aligned and locally resonant.
New Launch Excellence: Work on the pipeline launches for Flu, create local task force to prepare for pipeline of new launches, Pre launch planning, HCP engagement, Building scientific advocacy plan, Launch CI studies, Forecasting & Business Case development, Local GTM strategy and Local Omnichannel approach
Role responsibilities:
- Cross functional workshops with Partner ( help the partner understand Global approach and connect data with campaogn of future, identify priortitised SIs and Critical Success Factors, co-develop scientific and CI plan for next year)
- Claims library/ CDP - Annually
- Signed-off CBP - post alignement with GBT ( as applicable)and region
- Glocal Context Elaboration: implement a “glocal” strategy that balances global brand strategies with local market nuances. This involves adapting global engagement initiatives to fit local customer preferences and regulatory environments, ensuring strategies are both globally aligned and locally resonant. Support deployment of relevant global initiatives- CLH, Modular Content etc
- Promotional Planning: Conduct discussion with partner on campaign idea, quarter franchise objectives and review the high level tactical plan with Partner Marketing team - to ensure alignement with Global/ MCO campaign, approved CBP and country strategy
- Review and Monitoring: Conduct regular Joint Franchise Discussion, Quarterly Franchise Strategy, Quarterly Promtional Cycle to ensure strong implementation of campaiagns
- Governance: Lead functional governance meetings with the new partner, track on aligned KPIs, escalate and resolve issues around the same. Comply with internal and external audit requirements.
Role challenges in 2024-2025 (Strategic Planning Period)
- Adopt digital transformation and Agile methodology (e.g. Leveraging data and AI) to accelerate & scale-up new operating models
- Successfully adapt / evolve ways of working while delivering business results / avoiding business disruption.
- Champion glocal and transversal ways of working by fully leveraging centralised and standardized Sanofi frameworks (e.g., GTMC, MCO teams..)
- Ensure full alignment with MCO strategies, and foster seamless collaboration with MCO teams
About you
Main requirements:
- Education Background: Bachelor’s degree in Marketing, Business Administration, or any related field
- Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement
- Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. CX professionals need to identify and map out the various touchpoints and interactions customers have with the company, from initial awareness to post-purchase support.
- Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. Out of the box thinker, always searching for new opportunities
- Technical proficiency: Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies
- Language Proficiency: Fluent in the primary language(s) of the country or countries of operation, with strong communication skills
- Role model of PTW behaviours
Work Experience:
- Customer Engagement Strategy Execution: Proven track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty
- 6+ yrs of Experience in Customer Engagement: Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of delivering exceptional customer experiences and a deep understanding of customer engagement channels and tools.
- Digital Transformation Initiatives: Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics
- Agile Project Leadership: Demonstrated ability to manage projects using Agile methodologies, effectively leading cross-functional teams and adapting strategies in a dynamice, fast-paced environment
- Regulatory compliance: Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry
Professional skills that make the difference:
- Strategic and Analytical Thinking: Ability to leverage insights and data to develop and execute effective customer engagement strategies
- Leadership in a Customer Centric Environment: Demonstrated ability to lead by example, fostering a “Customer First” culture within the team and across the organization
- Customer-Centric Mindset: A deep commitment to understanding and prioritizing the customer’s needs and preferences. Demonstrated experience in implementing strategies that enhance customer satisfaction and loyalty is essential.
- Adapability and Creativity: Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customers
- Collaborative skills: Strong collaborative skills to work effectively with Brand Leads and cross-functional teams, ensuring alignmenet between customer engagement and brand strategies.
- Ability and mindset to adapt to new ways of working such as Agile. Leveraging Agile methodologies for cross-team project and initiatives.
- Technical Proficiency: Proficiency in digital engagement tools and platforms, with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication
Languages: Fluency in English
Pursue progress, discover extraordinary
Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!
Grade:
Level 3
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https://sanofi.sharepoint.com/sites/ST_hr/SitePages/what-is-sanofi-global-grading-and-how-does-it-work-.aspx
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Our people are responsible for managing their career
Sanofi posts all non-executive opportunities for our people
We give priority to internal candidates
Managers provide constructive feedback to all internal interviewed candidates
We embrace diversity to hire best talent
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Be sure to regularly update your Workday profile to simplify the application process
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Pursue
progress, discover
extraordinaryBetter is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!
