Omnichannel Operations Manager

Job title: Omnichannel Operations Manager

• Location: Dubai
• 0% of travel expected
• Job type: Permanent

About the job

Strategic context:

Sanofi has currently the best and more robust pipeline of R&D and consequent new launches of our history. As new phase of Play-To-Win strategy, funding this pipeline and new launches is key to materialize the miracles of the science to improve people lives. Thus, as we enter into the next phase, modernization of Sanofi is required as per the recent announcements on DRIVE, and in this respect, we are in the beginning stages of organizing the Go-to-Market Capabilities (GTMC) team at global level.

GTMC organization will help us to drive best-in-class capabilities across the board and bring value and excellence in our commercial operations. This move is a key part of the aimed modernization of Sanofi and will allow us to focus on our priorities across our products, market and pipeline through the reallocation of resources and realizing the efficiencies of removing silos that exist between our business units, avoiding the duplication and overlapping of resources, standardizing our processes and tools, operating with a One Sanofi approach to accelerate our key capabilities development, and fostering the entrepreneurial spirit by speeding up the decision making.

As part of GTMC, vision of the Omnichannel pillar is the definition of Sanofi-wide best-in-class omnichannel engagement strategy, incl. development of standards & best practices across markets and brand teams, as well as executional planning and support of local omnichannel approaches (incl. change management); GTMC will also collaborate closely with Digital to provide consistent tools.

Key dimensions - Scope & Scale:

GTMC organization aims for:

• Standardizing best-in-class capabilities with strengthened global support of the verticalized GTMC from local to global,
• Working and interfacing with GBUs, Digital, and executional support on commercial operations from Sanofi hubs to drive efficiency and deliver best-in-class customer experiences

As a member of Gretaer Gulf MCO Omnichannel Operations organization, Gretaer Gulf MCO Omnichannel Operations Manager will be accountable to:

• Drive execution of omnichannel transformation and capability building strategy in his/her market
• Secure standardization of approaches, methodologies, solutions and tools across the BUs.
• Lead transformation in the ways of working locally.
• Take agile decisions, ensuring customer centric approach and external perspective and taking the necessary thoughtful risks to balance the maximum satisfaction of our customers with the value added to Sanofi.
• Have One Sanofi approach, boosting the use of global tools and solutions, eliminating any fragmentation of our ecosystem, fostering the delivery of global and standard solutions, avoiding exceptions, but making sure that the specific and relevant needs of all GBUs are attended.
• Work closely with BU’s, Digital, Procurement and the other GTMC pillars’ local leaders, aligning priorities and acting always under One Sanofi spirit to deliver best-in-class and best-in-cost support to our businesses.

Main responsibilities:

• Oversee the holistic local “orchestration”, maintaining a view of customers experience cross-GBU (digital and non-digital channels) to ensure a best-in-class customer experience.
• Leading local deployment of Omnichannel transformation programs (Turing, GenAI, new platforms deployment, etc.) ​
• Driving cross-BU change management for adoption of innovative / best-in-class practices and capabilities to maximize business impact and efficiency. Ensure effective communication, training, and adoption of changes across the organization in collaboration with Omnichannel BU Managers.
• Assessment of skillset requirements and deployment of training modules & contents to local teams
• Communicate go-to-market strategies, results, and key insights to leadership and cross-functional teams, fostering alignment and understanding, and enhancing data-driven actions.
• Ensure local awareness and alignment with global tools, standards and processes related to omnichannel execution.

Ways of working

• You will be a member of Gretaer Gulf MCO Omnichannel Operations Team.
• You will role model Play-To-Win principles  and behaviors, delivering high performance in the “what’s” and “how’s”.
• You will foster partnerships and close collaboration between local cross-functional teams (i.e. Marketing, Medical, Digital and Procurement) and with the other pillars of GTMC, and drive structured ways of working among teams to deliver best-in-class omnichannel experiences for our customers.
• You will operate in a lean but effective agile manner.
• You will continuously work with GBU’s to deliver the value and insights expected from the Omnichannel Operations GTMC pillar as true partner in enabling business growth, establishing one single voice locally, prioritizing the needs of all businesses and the point of view of cross-functional teams.

About you

Work Experience:

• 4+ years leading Omnichannel, Customer Engagement or Digital Marketing operations, with a focus on transformational projects management.
• Strong execution skills with proven delivery of outstanding results.
• Project Management: experience leading transveral projects involving cross functional teams
• High persistence and resilience.

Knowledge:

• Omnichannel management experience and expertise, with existing omnichannel projects proficiency (e.g Turing, GenAI).
• Strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills, proven impactful communication, presentation, persuasion, skills ability to work cross-functionally.

Skills and Competencies:

• Business: Good analytical skills; Ability to prioritize; Financial acumen; Over achievement against set objectives; Ability to take quality and agile decisions.
• Leadership: Leads by example and walks the talk; Role models Play-To-Win principles and behaviors; Demonstrates a high level drive, passion and ambition for high performance; Challenges continuously the status quo; Has well-developed time management skills, mastering in prioritizating tasks and planning own workloads to ensure deadlines and desired results are met.
• Networking: Has experience of successfully to deliver high performance in multicultural environments and in a matrix organization; Works well in cross-functional teams.

Personal Characteristics: Hands-on, execution and result orientation, accountability, creativity, initiative, high persitance and resilience, stress management, learning agility, ability to work on one’s own, continuous improvement, listening 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.

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!