We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?
The Customer Engagement Manager/Lead role is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in directly engaging with customers, understanding their needs and preferences, and driving strategies that enhance customer satisfaction and loyalty.
Main responsibilities:
Build strong relationships with KOLs and key customers to create long-term partnerships and identify customer needs – emphasizing priorities on high level of customer interactions. Customer Strategic Focus: Lead the development of a customer-centric strategic focus that aligns with overall business objectives, identifying key opportunities to enhance engagement and satisfaction. Customer Persona Development: Craft detailed customer personas based on robust data and insights, enabling the team to deeply understand the motivations, challenges, and behaviors of different customer segments. Customer Journey Mapping: Map out comprehensive customer journeys for each persona, identifying key touchpoints and opportunities to engage and add value. Customer Engagement Plan: Design and implement a strategic customer engagement plan that leverages identified personas and journey insights with detail specific activities, channels, and messages tailored to engage each segment effectively, driving meaningful interactions and building strong relationships. Channel Assessment & Choices: Conduct thorough assessments of available go-to-market channels, evaluating their effectiveness in reaching target customer segments. Make strategic choices about which channels to prioritize based on alignment with customer preferences and behaviors, ensuring efficient and impactful reach. Call Plan by Channel: Develop detailed call plans for each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates. Glocal Context Elaboration: Articulate 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. Within franchise plans, drives and executes marketing and sales strategy through a combination of office based digital and in field activities for a product, service, therapeutic area, franchise, or portfolio, through Customer needs identification and Omnichannel collaborative approach at local/Hub level. Activities require a cross-functional approach with Sales, North Europe Marketing and Medical teams. 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 behaviors. Customer Engagement Strategy Execution: Proven track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty. 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 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. Adaptability 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. Bring the miracles of science to life alongside a supportive, future-focused team. Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. Drive implementation science, powerful crowdsourcing and open innovation , discovering the ways to bring science to live faster , contributing to a patient first mindset. Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.
Pursue . Discover .
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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.
At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Watch our and check out our Diversity Equity and Inclusion actions at !
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Pursue , discover
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 and check out our Diversity Equity and Inclusion actions at !
