ABOUT US

Opella, the Consumer Healthcare business unit of Sanofi, is the purest and third-largest player globally in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market.
We have an unshakable belief in the power of self-care and the role it can play in creating a healthier society and a healthier planet.
That’s why we want to make self-care as simple as it should be by being consumer-led always, with science at our core.
Through our unique and balanced portfolio of more than 100 loved brands, including 15 global and local high-growth challengers such as Allegra, Dulcolax and Buscopan, we deliver our mission: helping more than half a billion consumers worldwide take their health in their hands.
This mission is brought to life by an 11,000-strong team, 13 best-in-class manufacturing sites, and 4 specialized science and innovation development centers.
We are also proud to be the first major fast-moving consumer healthcare company to achieve B Corp certification.
Join us on our mission. Health. In your hands.

Have a strong understanding of customer service, order to cash, call center, master data management, and contract & commercial conditions management. Experience in running services within a Business Services organization.

• Be confident in having hands-on experience with SAP (preferably S4 Hana) and Microsoft Office, especially MS Excel.
• Demonstrate excellent problem-solving, analytical, and financial acumen. Ability to interact diplomatically with internal and external clients.
• Have a Proven track record of people management skills, self-motivated, organized, detail-oriented, and able to work independently. A team player with a collaborative mindset

ABOUT THE ROLE:

Are you a strategic leader with a passion for delivering exceptional customer service and managing order and customer contact operations? As the O2C Head of Order & Customer Contact Management at Sanofi, you will lead a team of managers and analysts, ensuring smooth end-to-end customer service for our Consumer Healthcare business across Europe and the MEA region. Your leadership will be pivotal in driving customer satisfaction, accurate invoicing, and timely product delivery.

KEY RESPONSIBILITIES:

• Oversee and develop other people managers responsible for a group of order, commercial conditions, and customer contact management analysts.
• Administer customer orders to achieve agreed order cycle time and perfect order ratio.
• Handle customer queries and resolve claims and disputes with billing adjustments.
• Ensure compliance of processes and transactions with central policies and guidelines.
• Lead governance with different stakeholders to optimize and streamline activities.
• Contribute to positioning CHC Customer Care as a key cross-functional business partner in the supply chain organization.
• Monitor operational KPIs and deliver targets in compliance with Sanofi policies and guidelines.
• Identify process improvement opportunities through elimination of redundant activities.

What You’ll Bring:

• Have language proficiencies in English and a second European language

• Demonstrate extensive experience in Customer service, Order to Cash & /or Call center, master data management, contract & commercial conditions management

• Understand commercial policies, invoicing, pricing, rebates, on-off invoices and running services within a Business Services organization

Have a strong understanding of customer service, order to cash, call center, master data management, and contract & commercial conditions management. Experience in running services within a Business Services organization.

• Be confident in having hands-on experience with SAP (preferably S4 Hana) and Microsoft Office, especially MS Excel.
• Demonstrate excellent problem-solving, analytical, and financial acumen. Ability to interact diplomatically with internal and external clients.
• Have a Proven track record of people management skills, self-motivated, organized, detail-oriented, and able to work independently. A team player with a collaborative mindset.