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.
Our Team :
Scope : It is an individual contributing role with a strong cross functional collaborative skills. Combined Brand turnover is >
60 ME poised to grow at ~10% reaching >
75 ME in 2 years horizon
Main responsibilities :
The Customer Engagement Manager is designed to focus exclusively on customer engagement at the country level.
Achieve sales & profit objectives for assigned brandsFoster a performance and purpose-driven culture, with greater impact for Patients and HCPsLead the customer engagement with a plan of actions that prioritizes direct, meaningful in-clinic interactions, leveraging insights and aligns with overall business objectives to drive engagement and satisfactionDevelop detailed call plans that is meaningful from a customer standpoint by constantly checking and aligning the plan of the different brands. 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 engagementUtilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communicationsWork in close collaboration with the MCO Brand Lead to feed the MCO / global strategy with customer insights, competition information & market trends.Work in close cooperation with the salesforce / KAMs (when applicable) optimizing processes and systems to ensure a seamless and positive customer journeyWork in Agile when possible, with the transversal team when possible, with an innovation mindsetAttend to administrative matters in an accurate, timely and audit-compliant manner.Ensure all marketing activities comply with relevant Acts, Regulations, Pharma code of conduct and ethical standards.Work with the training department to come up with the right learning and development strategy based on the business needs.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 modelsSuccessfully 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 teamsMain requirements :
Education Background : Bachelor’s degree in Science / Pharma / Marketing, Business Administration, or any related field with 5-8 years of experiencePharmaceutical Industry Understanding : Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagementCustomer knowledge : Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. Ability to identify and map out the various touchpoints and interactions customers have with the companyKnowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. Out of the box thinker, always searching for new opportunitiesTechnical proficiency : Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologiesStrong communication skillsRole model of PTW behaviorsWork Experience :
Proven track record of developing and implementing successful customer engagement strategies that have significantly improved Brand adoption & loyaltyProven 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.Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analyticsEffectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environmentExperience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industryExperience managing projects using Agile methodologies is a plusProfessional skills that make the difference :
Ability to leverage insights and data to develop and execute effective customer engagement strategiesDemonstrated ability to lead by example, fostering a “Customer First” / Customer centric culture within the team and across the organizationA 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.Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customersStrong collaborative skills to work effectively with MCO Brand Leads and cross-functional teams, ensuring alignment between customer engagement and brand strategies.Proficiency in digital engagement tools and platforms, with a strong understanding of how AI can be applied to enhance customer interactions and personalize communicationAbility and mindset to adapt to new ways of working such as Agile. Leveraging Agile methodologies for cross-team project and initiatives.Languages : Fluency in English
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 and check out our Diversity Equity and Inclusion actions at !
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 !
