Customer Experience Manager

About the job

Our Team:

We are seeking a highly motivated and visionary leader interested in shaping the management of people with Multiple Sclerosis

As the Customer Experience Manager – Multiple Sclerosis, you will be responsible for shaping perceptions within the MS community by challenging traditional paradigms and building belief in the unique biology of disability progression independent of relapses. You will also play a key role in enabling healthcare professionals to identify appropriate patients through targeted education and engagement.

Reporting to the Franchise Head, this role is strategically positioned to realize the ambition for Tolebrutinib and contribute to the overall future success of Sanofi.

​Your core responsibilities will include:

• Mapping and segmenting accounts and developing in-depth knowledge of each identified key account including strategic goals, value drivers, relevant business metrics, and unique emerging needs

• Understanding key accounts’ critical stakeholders (e.g., MS Specialist, General Neurologist, MS Nurse and key decision makers), their roles, org structure and how they influence each other in the ecosystem to ensure account/departmental coordination

• Developing strategic account plans including prioritization, based on identified barriers to address and opportunities

• Co-creating solutions with accounts’ key decision-makers to remove operational barriers and supporting screening and monitoring initiatives

• Leveraging omnichannel approach (e.g., F2F, digital channels, portals, etc.) to ensure a high-touch and personalized engagement with key accounts’ and other stakeholders.

• Collaborating with cross-functional field-based teams (e.g., Market Access) in leading discussions on product access and formulary inclusion, administrative flows definition, and more generally to proactively address accounts’ needs and ensuring effective pull-through

• Engaging with HCPs and broader set of stakeholders who play a critical role in the patient pathway to convey an effective narrative on disease progression and create general disease awareness pre-launch and treatment options post-launch, leveraging innovative value story techniques and tailoring engagement to stakeholders’ level of maturity

• Informing customer segmentation and customer portrait / persona creation by sharing insights collected on the field
  

About you

Education:

• BA/BS degree in pharmaceutical science.

Experience:

• Desired experience in Multiple Sclerosis /Neurology

• 3- 5 years of pharmaceutical sales experience in UAE.

Soft skills:

• Excellent interpersonal and communication skills, with ability to effectively engage internal and external stakeholders, build and cultivate strong working relationships

• Ability to work agile, demonstrate creativity and be a strong team player

• Self-driven, results-oriented with ambition for optimal results

• A solution-oriented mindset enabling effective and creative problem solving with customers' needs as a primary focus

• Ability to dynamically adjust priorities due to changing circumstances

• Agile learner who is comfortable operating in complex environments

• Ability to influence, impact and guide peers

• Ability to articulate and explain the strategy in a simple and clear way

• Ability to build proper environment to enable Playing to Win culture to flourish

• Role model for the agile way of working

• Team player: Collaborative thinking while keeping the collective dynamics in mind, seeks for collective success rather than individual success

• Growth mindset & learning agility: Open to develop him/herself (receive & give feedback)
  Technical skills:

• Demonstrated success across multiple field-based sales roles

• Strong customer relationship management capabilities

• In-depth knowledge of care pathway operations

• Skilled in leveraging an omnichannel strategy to deliver tailored, high-impact engagements with external experts, aligned to their maturity and preferences

• Strong commercial acumen with strategic and innovative thinking

• Influential communicator with the ability to lead and inspire without direct authority

• Proven expertise in disease education

• Proficient in digital tools and analytics; able to transform data and feedback into actionable insights

• Committed to full compliance with all relevant regulations