Customer Engagement Lead

JOB TITLE:  

Customer Engagement Lead

REPORTS TO:         

Head of Dupixent Franchise

JOB PURPOSE

Operational Marketing role at Franchise  level. Focusing on Execution of the Dupixent Brand Strategy and management of all customer(s) activities across the brand therapeutic areas in a centralized manner to increase customer experience/satisfaction and Loyalty with Business Impact

KEY ACCOUNTABILITIES

Customer Knowledge and Focus:

• Guaranteeing coherent approach by defining the customer engagement plans/Journeys across the brand Therapeutic areas and engaging with HCPs through Various channels.
• Adapting Glocal content and managing MLR approvals / Adopt Gen AI for both content creation, translation and MLR. 
• Aligning Brand messaging across all channels of interactions with customers.
• Thriving for a deep customer knowledge including thorough use of personas and market research to understand customer needs, preferences and behaviours and customize customer journeys accordingly.
• Analysing customer feedback through continuously nurture and improve content creation and implement strategies to enhance customer satisfaction/ experience
• Cross functional collaboration to align customer engagement strategies with overall Business objectives. Collaborates deeply with Omnichannel Business partner for the brand
• Sequencing of tactics in customer engagement plans /customer journeys with the set of the right success metrics for customers ( CXQ/ CES)
• Act as field interface with front runners / and customer facing teams for TURING use case deployments with customers , ensuring upskilling of our customer interface teams, adoption /adherence to the next best interaction recommendation ( content/channel) with customers

Contribution to Omnichannel Marketing Campaigns:

• Providing insights into customer preferences and behavior to tailor campaign messaging and delivery
• Lead and Adapt brand plans into customer Activation plans for different customer specialities/personas and desired behavioral change

Change Management and Digital  :

• Part of local brand team and brand planning process with main responsibilities in ‘How to win’ while Marketing main responsibility is ‘Where to play and strategy imperatives’ additionally  orchestration of customer engagement managers across MCO
• Provide close support to Marketing lead through timely preparations of inputs, proactive contributions to key decisions and working with cross functional teams to ensure alignment.
• Provide specific country needs within the MCO to core brand team
• Drive the digitalization of patient/customers awareness/activation campaigns, aligning with the overall marketing strategy and country-specific initiatives.
• Promote customer centric ways of working / and ensure Agile ways of workings accordingly
• Creation of innovative projects tailored to customer needs in order to stand out from the competition in highly competitive markets with innovative product/Solutions launches .

Accountability KPIS/Metrics

• Customer Experience score ( CXQ)
• Customer engagement Score ( CES)
• NPS (Net promotion score)

Maintain Compliance 

• Abide by the requirements of the internal Code of Ethics including but not restricted to maintaining high professional standards of conduct in line with the Company procedure with a duty of care to the reputation of the Company. 

Ethical Leadership

• Takes personal accountability to use personal experience and knowledge, as well as the training and tools provided by Sanofi, to maintain a good knowledge and understanding of all ethics and governance relevant to the role (Sanofi Policies and Procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken.
• Escalates any decisions or seek the support of colleagues or management if personal knowledge and understanding is not at the level required to carry out any part of the role.

Environmental and Safety Leadership

• To care for his/her own safety and wellbeing and the safety of others, and to cooperate with the company to ensure a safe place of work.  Employees are therefore expected to:
• Support and conform to Company safety rules and procedures to ensure a safe and healthy working environment.
• Report any accident, incident or near miss, whether it be of personal injury or property damage
• Assist in the investigation of accidents with the objective of introducing measures to prevent recurrence.
• Thoroughly read all safety documentation issues by the Company and comply with its requirements. Escalate any doubts or uncertainties to their supervisor and / or manager.

KEY WORKING RELATIONSHIPS

• Working within Cross functional team lead by Marketing ( Marketing lead/Customer engagement lead and Omnichannel lead with Medical lead )
• Global Franchise
• Marketing lead and Omnichannel lead
• Medical
• Regulatory affairs
• Internal control /Legal
• Customer facing teams ( Sales)

EXTERNAL
 

• HCPs and KTLs
• External vendors

SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS

Education:

• Bachelor’s degree preferably Pharmacy/Medicine.
• MBA or Academic Marketing Degree is preferable.

Experience:

• Minimum of 4 years commercial experience in pharmaceuticals
• Immunology customer experience is a must.
• For internal applicants 24 months service in Sanofi is a must

Skills:

• Customer Engagement Plans development ( Sequencing of tactics)
• Communication skills
• Insights and Analytics
• Problem Solving
• Customer centric mindset
• CRM use
• Continuous training in digital technologies and channels
• Openness or familiarity (possibly initial experience) in agile working methods, such as: B Scrum , Kanban etc.
• Knowledge of the digital world, and AI practiced in using COPILOT internally
•  Business fluent written and spoken English skills,

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.

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