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Customer Engagement Lead

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Sanofi

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Marketing
  • Dubai

AI generated summary

  • You must have a Pharmacy/Medicine degree, MBA preferred, 4 years in pharma, immunology experience, strong communication, CRM skills, and a customer-centric mindset, with digital and agile familiarity.
  • You will engage HCPs, customize customer journeys, analyze feedback, align brand messaging, drive digital campaigns, and ensure cross-functional collaboration while adhering to ethical standards.

Requirements

  • Bachelor’s degree preferably Pharmacy/Medicine.
  • MBA or Academic Marketing Degree is preferable.
  • 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
  • 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

Responsibilities

  • 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
  • Providing insights into customer preferences and behavior to tailor campaign messaging and delivery
  • Lead and Adapt brand plans into customer Activation plans for different customer specialities/personas and desired behavioral change
  • Part of local brand team and brand planning process with main responsibilities in ‘How to win’ while Marketing main responsibility is ‘Where to play and strategy imperatives’ additionally orchestration of customer engagement managers across MCO
  • Provide close support to Marketing lead through timely preparations of inputs, proactive contributions to key decisions and working with cross functional teams to ensure alignment.
  • Provide specific country needs within the MCO to core brand team
  • Drive the digitalization of patient/customers awareness/activation campaigns, aligning with the overall marketing strategy and country-specific initiatives.
  • Promote customer centric ways of working / and ensure Agile ways of workings accordingly
  • Creation of innovative projects tailored to customer needs in order to stand out from the competition in highly competitive markets with innovative product/Solutions launches .
  • Abide by the requirements of the internal Code of Ethics including but not restricted to maintaining high professional standards of conduct in line with the Company procedure with a duty of care to the reputation of the Company.
  • Takes personal accountability to use personal experience and knowledge, as well as the training and tools provided by Sanofi, to maintain a good knowledge and understanding of all ethics and governance relevant to the role (Sanofi Policies and Procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken.
  • Escalates any decisions or seek the support of colleagues or management if personal knowledge and understanding is not at the level required to carry out any part of the role.
  • To care for his/her own safety and wellbeing and the safety of others, and to cooperate with the company to ensure a safe place of work. Employees are therefore expected to:
  • Support and conform to Company safety rules and procedures to ensure a safe and healthy working environment.
  • Report any accident, incident or near miss, whether it be of personal injury or property damage
  • Assist in the investigation of accidents with the objective of introducing measures to prevent recurrence.
  • Thoroughly read all safety documentation issues by the Company and comply with its requirements. Escalate any doubts or uncertainties to their supervisor and / or manager.
  • Working within Cross functional team lead by Marketing ( Marketing lead/Customer engagement lead and Omnichannel lead with Medical lead )
  • Global Franchise
  • Marketing lead and Omnichannel lead
  • Medical
  • Regulatory affairs
  • Internal control /Legal
  • Customer facing teams ( Sales)
  • HCPs and KTLs
  • External vendors

FAQs

What is the main purpose of the Customer Engagement Lead role?

The main purpose of the Customer Engagement Lead role is to focus on the execution of the Dupixent Brand Strategy and manage all customer activities across the brand's therapeutic areas to enhance customer experience, satisfaction, and loyalty while achieving business impact.

Who does the Customer Engagement Lead report to?

The Customer Engagement Lead reports to the Head of the Dupixent Franchise.

What are the key accountabilities of this role?

Key accountabilities of the role include customer knowledge and focus, contribution to omnichannel marketing campaigns, change management and digital initiatives, ensuring accountability metrics are met, and maintaining compliance and ethical leadership.

What kind of experience is required for this position?

A minimum of 4 years of commercial experience in pharmaceuticals is required, with a particular emphasis on immunology customer experience. Additionally, for internal applicants, 24 months of service in Sanofi is necessary.

What educational background is preferred for this role?

A Bachelor’s degree in Pharmacy or Medicine is preferred, and an MBA or an academic marketing degree is considered advantageous.

What skills are necessary for the Customer Engagement Lead?

Necessary skills include customer engagement plan development, communication skills, insights and analytics, problem-solving abilities, a customer-centric mindset, CRM usage, familiarity with digital technologies and channels, and knowledge of agile working methods.

How does this role contribute to omnichannel marketing campaigns?

This role provides insights into customer preferences and behavior to tailor campaign messaging and delivery, leading to the adaptation of brand plans into customer activation plans.

Are there any specific KPIs or metrics that this role is accountable for?

Yes, the role is accountable for customer experience score (CXQ), customer engagement score (CES), and the Net Promoter Score (NPS).

What are the ethical responsibilities associated with this position?

The Customer Engagement Lead is responsible for maintaining high professional standards of conduct, adhering to the internal Code of Ethics, and applying knowledge of ethics and governance to all tasks undertaken.

What safety leadership expectations are set for this role?

Employees are expected to support company safety rules and procedures, report accidents or near misses, cooperate to ensure a safe working environment, and thoroughly read all safety documentation issued by the company.

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Sanofi

Science & Healthcare
Industry
10,001+
Employees
2004
Founded Year

Mission & Purpose

We are Sanofi, an innovative global healthcare company. We chase the miracles of science to improve people’s lives. Our team, across some 100 countries, is dedicated to transforming the practice of medicine by working to turn the impossible into the possible. We provide potentially life-changing treatment options and life-saving vaccine protection to millions of people globally, while putting sustainability and social responsibility at the center of our ambitions.