Customer Experience Partner – Rare Diseases

Customer Experience Partner Rare Diseases

Job Title: Customer Experience Partner – Rare Diseases

Job Grade: L1-2

About Sanofi

We're an R&D-driven, AI-powered biopharma company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people's lives.

About the Job

The Customer Experience Partner – Rare Diseases contributes to and leads the rare diseases sales process within an assigned territory in Egypt. The role is primarily responsible for the successful launch of the Rare Diseases portfolio to targeted Healthcare Professionals, ensuring optimal product knowledge dissemination, and delivering exceptional customer experience that supports both patient outcomes and business objectives.

The role reports directly to Rare Diseases Lead and is expected to:

• Execute territory-level sales strategies aligned with national and regional commercial plans

• Engage HCPs through high-quality, compliant, and scientifically accurate interactions

• Build and sustain strong professional relationships with key rare disease stakeholders

• Drive early adoption of the Rare Diseases portfolio through focused launch activities and disease/product awareness initiatives

• Monitor territory performance and adapt approaches to maximize impact

• Represent Sanofi's values and commitment to patients in every customer interaction

Key Accountabilities

1. Sales Execution & Territory Management

• Achieve and exceed assigned sales targets for the Rare Diseases portfolio (primary product, launch phase) within the designated Egyptian territory

• Plan and execute a structured call cycle to ensure optimal coverage and frequency of target HCPs across rare disease centers and relevant institutions

• Develop and implement a territory business plan aligned with brand strategy, launch objectives, and local market dynamics

• Monitor sales performance data and adjust tactics proactively to address gaps and opportunities

2. Product Launch & Disease Awareness

• Lead on-the-ground launch execution for the Rare Diseases portfolio, ensuring strong market entry and rapid awareness generation among relevant rare disease specialists

• Build disease area awareness around targeted rare conditions and position the Rare Diseases portfolio as the treatment of choice within the Egyptian rare disease community

• Identify and develop Key Opinion Leaders (KOLs) in the rare disease space to champion the portfolio and support peer-to-peer education

• Establish new accounts and expand access to the Rare Diseases portfolio across specialized centers and relevant hospital departments

• Drive early adoption by engaging decision makers early in the launch cycle and supporting formulary inclusion and listing processes

• Collaborate closely with the Rare Diseases Team, Medical Affairs, and Market Access to ensure a coordinated and impactful launch approach

3. Customer Engagement & Experience

• Delivering compelling, balanced, and compliant product presentations to rare disease specialists, Nephrologists, Neurologists, geneticists, metabolic disease specialists, and other relevant HCPs

• Provide high-quality scientific and clinical information on the Rare Diseases portfolio to support HCP decision-making

• Identify and address customer needs, objections, and concerns in a professional and solution-oriented manner

• Ensure a consistent and differentiated customer experience across all touchpoints

4. Stakeholder & Account Management

• Identify, map, and prioritize key rare disease accounts and stakeholders within the territory, including specialized rare disease centers, university hospitals, and specialized RD specialities.

• Build and maintain productive relationships with rare disease specialists, Neurologists, Nephrologists, geneticists, hospital pharmacists, and other relevant decision-makers

• Collaborate with cross-functional teams (Medical Affairs, Market Access, Marketing) to deliver integrated customer solutions aligned with both launch and lifecycle management objectives

5. Market Intelligence & Reporting

• Monitor the competitive landscape and market trends within the rare disease therapeutic area, including developments in disease management, treatment protocols, and patient access dynamics in Egypt

• Track and report on launch uptake, account activation status, and KOL engagement Progress for the Rare Diseases portfolio

• Accurately record all customer interactions and activities in the CRM system in a timely manner

• Provide regular territory reports and insights to the Rare Diseases management team

6. Compliance & Ethics

• Ensure all activities are conducted in full compliance with Sanofi's Code of Ethics, local Egyptian regulations, and industry codes of conduct

• Complete all mandatory training and certifications within required timelines

• Maintain up-to-date knowledge of pharmacovigilance obligations and report adverse events as required

About You

Education

• Bachelor’s degree in pharmacy, Medicine or related field (required)

• Specialized therapy areas experience is an add on.

Experience & Knowledge

• Minimum 1–3 years of pharmaceutical industry experience.

• Strong track record of achieving and exceeding commercial objectives and performance targets

• Knowledge of the Egyptian healthcare system, rare disease treatment landscape, and market dynamics.

• New launches experience is an add on.

Take The Lead Values

• Aim Higher – Focus on what matters, set high standards and move with urgency, learning from setbacks as we go to achieve higher performance.

• Act for Patients – Never compromise on integrity, eliminate barriers, and partner with others to go faster and further for patients.

• Be Bold – Take thoughtful risks, seize opportunities and think beyond what's possible to accelerate our science and drive compelling growth.

• Lead Together – Build trust and collaborate openly on our shared goals, celebrate collective wins and foster a sense of belonging.

Why Choose Us?

• Help shape the future of care for rare and complex conditions — and make a real impact on scale, with medicines that reach patients who have no other options.

• Lead a high-impact portfolio with bold ambitions and significant upcoming launches in the rare disease space.

• Drive meaningful change in a streamlined, AI-powered organization that values smart, modern ways of working.

• Expand your leadership impact through cross-functional collaboration and international career paths.