Customer Engagement Lead

at  Sanofi

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

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,

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

ACCOUNTABILITY KPIS/METRICS

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