Customer Engagement Lead FLU

at  Sanofi US

Customer Engagement Lead - FLU

• Location: Martinez - Buenos Aires
• Type of role: Permanent - Full time

EDUCATION AND EXPERIENCE

• Experience in marketing / commercial areas. Minimum 2 years’ experience in a brand management position
• Bachelor’s degree required. Analytical profile: marketing / engineering / business administration / economics
• Digital marketing certifications and/or higher education degrees preferred
• English language, high level (spoken and written)

SOFT & TECHNICAL SKILLS

• Great interest in continuous learning and frequently facing challenges
• Passionate about finding “out of the box” solutions that allow us to rethink the way we work
• Flexibility to adapt to changes and be able to capitalize on them
• Ability to work cross-functionally with excellent interpersonal skills
• Communication and presentations skills
• Digital communications/marketing, strategy, market analysis

MAIN RESPONSIBILITIES

Lead and execute innovative customer engagement strategies within the cluster, prioritizing direct interactions with customers. The role aims to embody and advocate for a “Customer First” philosophy, ensuring that all engagement initiatives are deeply aligned with customer needs, thereby driving satisfaction and loyalty.

• Customer Engagement Strategy: Develop and implement a comprehensive customer engagement strategy that prioritizes direct, meaningful interactions, leveraging insights to drive engagement and satisfaction
• Design customer journeys: Ensure the personalization of customer interactions & content across channels
• Analyze touchpoints across the customer journey: Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement
• Content Strategy Plan: Develop the adapted content (when needed) from the MCO content set , on a glocal manner, in respect of the regulatory frame & in coordination with the dedicated partner functions (medical, regulatory…)
• Collaboration with Brand Leads: Work closely with Brand Leads to ensure that engagement strategies complement and amplify brand strategies, align with the overall objectives
• Omni-Channel Engagement: Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they are
• Map out the entire customer journey, identifying touchpoints across various channels at the cluster level
• Analyze how customers interact with the brand at each touchpoint and work with the Omnichannel business partner, to optimize these interactions for a seamless and positive experience
• Customer Insight and Analysis
• Collect customer feedback and insights to identify areas for improvement with the Brand Leads
• Enhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectations
• Cross-Functional Leadership: Lead the customer engagement with a strong “Customer First” ethos, empowering team members to innovate and excel in their engagement initiatives
• Work in close cooperation with the salesforce optimizing processes and systems to ensure a seamless and positive customer journey
• Ensure that employees understand and deliver a positive customer experience is a key aspect of CX roles. This involves training employees to meet customer expectations and handle various customer interactions effectively
• Work in Agile when possible with the transversal team when possible, with an innovation mindset
• A leader who can position him-herself and interact with any kind of professionals (from global senior leaders to client, sales force and/or other stakeholders)
• A game changer who has previous experience in digital campaigns and can definitely think out of box (Consumer healthcare, FMCG or retail experience is a plus)
• A patient driven professional who understands the importance and perks of market access to achieve brand goals
• A team player
• A responsible and committed individual
• Someone who will work inside Sanofi ethics and compliance framework together with medical department

The Customer Engagement Lead role is designed to focus on ensuring a flawless experience across the customer journeys for key customers including (but not limited to) HCPs, vaccination centers, pharmacy chains, distributors and lay public at the cluster level. This role assumes paramount importance in directly engaging with customers, understanding their needs and preferences, and driving strategies that enhance their satisfaction and loyalty.

• 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 detailed specific activities, channels, and messages tailored to engage each segment effectively, driving meaningful interactions and building strong relationships
• Go-to-Market
• 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 “local” strategy that balances the MCO brand strategies with local market nuances. This involves ensuring to bring all the necessary insights so Marketing may adapt the global engagement initiatives to fit cluster customer preferences and regulatory environments, ensuring strategies are both globally and regionally aligned, and also locally resonant