Manager Customer Care Operations

Position Details

Company Overview

At Sanofi Consumer Healthcare, we have one overarching mission - to work passionately, challenging ourselves and our industry every day, to build a healthier future by helping people, help themselves, bringing “Health in Your Hands”.

Our teams are building trusted & loved brands that connect with hundreds of millions of consumers worldwide, enabling better self-care for individuals and communities, while also contributing to a healthier planet. To fulfill this mission, we are embarking our consumers, our customers, healthcare professionals, and our employees in this journey because this is what will make us become the “Best Fast-Moving Consumer Healthcare (FMCH) Company In & For the World”.

We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view.

To achieve this, we need strong talent who will help us shape the future of our Consumer Healthcare business and challenge our industry. At Sanofi Consumer Healthcare, we aspire to create a work environment where people can thrive, grow, and be at their best every day. Our priority is working with integrity to improve the health and well-being of people and communities where we operate, working towards making a positive impact in the world.

Department Overview

India SCHIL market supply chain team, manages planning, customer care and logistics with distribution Spend – ~6ME, and network of 15 DCs, ~3500 Customers.

Job title: Manager Customer Fulfillment Excellence

Direction & GBU: Supply Chain Management

Geographical Remit of Role: Region

Location (based out of): Mumbai

Report to: Head Customer Service & Operation

Functional Reporting to: (if applicable)-

Manager position: No

Supervises (Direct & Indirect): Direct: - Manage external resources (3PL)

Indirect: -

Customers: Internal: GBU Commercial, Trade & Revenue, Business Operation and Finance teams

External: Distributors, 3PL Partners, Transporters

Purpose

The Customer Fulfillment Process Manager oversees and optimizes the end-to-end customer fulfillment process, ensuring that orders are processed efficiently and meet customer expectations. This role involves managing key accounts, controlling the fulfillment operations through a control tower, training and developing teams including 3PL partners, and acting as a key user for SAP and other fulfillment-related tools.

Performance Standards: Duties & Responsibilities

Key Areas

Action Areas , Deliverables and Outcomes

Weightage

1. Process Management and Optimization

• Develop and implement strategies to streamline the order fulfillment process, from order placement to delivery
• Monitor and analyze key performance metrics (KPIs) to identify areas for process improvement.
• Collaborate with supply chain, logistics, and warehouse teams to ensure timely and accurate order fulfillment.

25%

2. Key Account Management

• Manage key accounts such as modern trade and online channels to ensure fulfillment processes meet their specific requirements. M
• Monitor and analyze key performance metrics (KPIs) to identify areas for process improvement.
• Develop and implement strategies tailored to the needs of key accounts to enhance satisfaction and operational efficiency.
• Oversee the control tower operations to ensure real-time visibility and coordination of the fulfillment process.
• Manage and resolve any issues or disruptions in the supply chain by coordinating with relevant teams and stakeholders.

25%

3. Training & Development

• Develop and deliver training programs for internal teams and third-party logistics (3PL) partners to ensure they are well-versed in fulfillment processes and standards. Ensure the alignment of the catalogue and product information between the GBU & Customer.
• Provide ongoing support and guidance to team members and 3PL staff to foster skill development and process adherence. Ensure that the processes (supply, returns etc) are aligned between the customer & GBU and define a dashboard with the shared indicators.
• Evaluate the effectiveness of training programs and make improvements as needed.

20%

4. Technology & Analytics

• Analyze fulfillment data and trends to drive decision-making and process improvements.
• Prepare and present regular reports on fulfillment performance, including metrics such as order accuracy, delivery times, and customer feedback.
• Utilize data to forecast demand and plan resources effectively.
• Act as a key user for SAP and other fulfillment-related tools, ensuring effective use and integration within the fulfillment process.
• Oversee the implementation and utilization of fulfillment management systems.
• Stay up-to-date with industry trends and advancements to recommend and integrate new tools and technologies.

15%

5. Stakeholder Management & Compliance

• Ensure fulfillment processes comply with company policies, industry regulations, and quality standards.
• Develop and enforce standard operating procedures (SOPs) for fulfillment activities.
• Conduct regular audits and reviews to ensure adherence to quality and compliance standards.
• Work with external vendors and partners to ensure they meet fulfillment requirements and standards.
•  Coordinate with internal stakeholders, including sales, marketing, and IT, to align fulfillment processes with overall business goals.

15%

Pre-requisites

Knowledge, Skills & Competencies / Language

• Strong Analytical and Problem-Solving skills.
• Decision making, ability to prioritize.
• Negotiation skills, Conflict Management.
• Proficiency in SAP and other fulfillment management systems.
• Strong stakeholder engagement, Networking ability, Business Acumen
• Process, System and Tools orientation.

Qualifications

• Graduate (Science / Commerce Preferred)
• 5+ years of experience with 3+ yrs in demand, supply planning and Customer Care
• Working knowledge of SAP is desirable and demonstrated ability to work in Excel is a must
• Cross functional, technology, projects experience preferred.
• Pharmaceutical / FMCG industry experience is a plus

Any other requirements of the job

• This position requires moderate travel within India.
• This position will suit an individual who is able to operate independently.

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, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!