Global Process Expert – Customer Contact Management

• Location: Barcelona, Spain

Our Order to Cash (O2C) team aims for excellence, equipping Sanofi with a robust core model, seconded with best of breed digital solutions embedding artificial intelligence and machine learning functionalities.

Our international presence, our ambition to become a global reference player for all order to cash related processes mean that our team works on a variety of projects with opportunities for a rich mix of work. This leads to a challenging and stimulating professional experience full of growth and learning.

Business Operations is a Global organization of Sanofi providing end to end services to all geographies in Europe, North America, China, JPAC & International regions and covering Global Procurement services, Operations and transition management, Medical activities hub, People services, and Global Finance services. Global Finance services hosts the following service lines O2C, A2R, Financial sanctions compliance. 

Over the past two years, Global Finance Services has doubled in size and increased its scope.

As one department within Business Operations, we’re also part of something much bigger. This provides opportunities for learning, growing, job moves and a diversified, fulfilling career.

Order To Cash (O2C) service line, one of the pillars of Business Operations Finance servcies, is currently covering the following areas of the Customer Invoice to Cash (Ci2C) process:

• Credit Management
• Collections & Account Receivables management
• Cash Application
• AR Monthly closing and Reporting

To build an integrated end-to-end order to cash process under one single organization it will be extending its scope to the following Order to Serve sub-processes:

• Customer Master Data, Pricing & Commercial conditions
• Customer Contact Management
• Order Management

Our function at a glance:

Our O2C team to handle the following activities:  

Master data Management Sales orders Management Customer Contact Management Credit Risk and Credit Data Management   Collections and Customer Contact Management Cash Application and Receivables Management   AR related Month-end Closing, Reporting and Non-trade Invoice Management  

These operations are critical for customers & patients products fulfillment, accurate accounting, generating cash flow, customer satisfaction

In the context of such transformation, a Global Process Expert – Customer Contact Management role has been created.

This role is in charge to drive specific topics, projects contributing to Core Model enhancements and deployments. This role will be instrumental as well in the continues improvement area improving core model adherence, global initiative allowing better efficiencies and best in class practices.

In close collaboration with Regional/Local leads, this role provides the support, coaching & facilitation to allow the Regional/Local teams to successfully adopt/adhere consistently to the core processes. In addition, process efficiency should be continuously improved by promoting and sharing best practices and performance mindset.

Global Process Expert -Customer Contact Management role acts as the core model guardian in the coordination of activities to ensure best and harmonized practices are adopted by all Local /Regional teams. This role handles smooth change management among Local /Regional teams, identifies risks and discrepancies and develops adequate actions plans to mitigate them, recommends improvements, and monitors till implementation.

As part of Order to Serve GPO team, Global Process Expert -Customer Contact Management role reports to Customer Contact Management Global Process Lead and contributes to execute its strategy related to global projects implementation as well as process simplification and optimization.

Main responsibilities:

Core Model

• Contribute to the design, development, maintenance, simplification, optimization and improvement of core model processes in collaboration with regional leads and Customer Contact Management Global Process Lead. Customer Contact Management Core Model processes include the management of customer requests, claims and disputes from internal stakeholders and external 3rd party customers and partners. It is to register and validate all customer contacts, provide resolution, such as to manage returns and credit/debit notes, follow-up and close customer contacts.

• The Core Model mainly comprises processes, technology landscape, RACI, interaction model business rules and KPI’s in domestic and export perimeter.

• Collaborate on the change definition in policies and procedures supporting optimized and standard processes.

• Propose actions to accelerate simplification of our operations, introducing innovative and harmonized solutions. 

Core Model adherence/audit

• Build and maintain stakeholder relationships across all geographies and drive standardization of processes.

• Lead the preparation, conduct, and follow-up audit across all geographies the core model adherence.

• Oversee the process performance across the different geographies and provide input into how it can be further improved.

• Review, discuss and support the approval of exceptions to the Core Model with the regions.

• Ensure strong relationships with the teams through both solid governance, as well as informal and formal networking.

• Utilize dashboards and other enhanced visualization capabilities to illustrate historical trends and document and report detailed observations, instances of non-compliance and improvement opportunities.

Global projects and initiatives

• Ensure iO2C Core Model components are well understood to perform an effective implementation.

• Deliver projects across all regions, notably technologies implementation.

• Own the business case for the relevant project incl. its implementation impact within iO2C P&L.

• Support neighbouring functions projects & other global initiatives impacting the Service Line.

• Ensure relevant data are available to support business case and on-going project reviews.

• Collaborate in global projects (ex. SAP 4/Hana, Salesforce) and neighbouring functions initiatives where customer contact management process is applicable.

Success Metrics

• Drive adoption of the global core model, targeting 85%+ adherence across all regions within 18 months.

• Lead 2–3 major technology implementations annually, ensuring on-time and high-quality delivery.

• Identify and execute process improvements to reduce customer contact resolution time by 20%.

About you

Experience:

• Minimum 5 years of experience in Customer Service (domestic and export), Order Management, Reverse Logistics, and Claims & Disputes Management processes, including related systems. Solid knowledge of export documentation and customs procedures for returns.

• Strong understanding of end-to-end Order-to-Cash (O2C) and Supply Chain processes.

• Proven experience managing claims, requests, and disputes, as well as collaborating effectively with third parties.

• Good knowledge of the pharmaceutical business environment, including commercial operations, trade practices, finance, and business modeling.

• Demonstrated experience in Project Management and process improvement or review initiatives.

• Proficient in KPI dashboard creation and analysis, with practical experience using Power BI.

Soft skills:

• Multicultural mindset - international exposure.

• Proactive attitude and ownership of end-to-end processes.

• Effective collaboration skills with peers, stakeholders and partners across the organization.

• High capacity and willingness to learn about procedures.

• Ability to successfully lead & engage indirect remote teams.

• Adaptability to work in ambiguous, constantly changing situations, including flexibility in working hours to accommodate working with different regions/geographies.

• Ability to develop high-quality presentations.

• Customer-oriented approach with a focus on service excellence.

• Excellent communication and stakeholder management skills.

• Strong analytical and problem-solving abilities.

• Positive, open-minded, customer centric and problem-solving attitude.

• Capacity to challenge the consensus, current state and to propose solutions.

• Reliability.

• Ability to cooperate transversally & successfully work in a transversal environment.

• Innovation and creative mindset.

• Strong leadership & influence capabilities.

• Time management and organizational skills.

• Continuous improvement mindset and curiosity to learn.

Technical skills:

• Strong analytics skills with the ability to collect, organize, analyse, and disseminate information with attention to detail and accuracy

• Hands-on experience of SAP (essential) in S4 Hana preferably, Sales & Distribution modules (advantageous)

• Hands-on experience of Salesforce Service Cloud (essential)

• Knowledge of Microsoft Office, expertise of PowerPoint and MS Excel (essential).

Education: Bachelor’s or Master’s degree from a Business Administration or Engineering school

Languages:

English: Fluent (written and spoken)

Spanish: Fluent or advanced – preferred, especially for coordination with Latin American hubs

Other languages are considered a plus

Pursue Progress. Discover Extraordinary.

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 ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

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