General Medicines
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Job title: Customer Engagement Manager -Rare Diseases
Location: Mumbai, India
Travel expected : 20%

About the job

The Customer Engagement Manager role is expected to contribute to the activation and amplification of the MCO franchise/ category/ brand strategy to deliver growth within a local market. It is an individual contributing role with a strong cross functional collaborative skill. This role  directly engages with customers, understands their needs and preferences, and implements marketing strategies that enhance customer satisfaction and loyalty.

Main responsibilities:

The role is responsible for achieving sales and profitability targets, and driving team performance and engagement as well as planning and deploying financial and other resources for the business

• Create Integrated Brand Plan for established products and Portfolio with glocal and transversal approach keeping in focus Market /Competition Landscape. HCP and Patient needs.

• Achieve sales & profit objectives for assigned brands

• Deep understanding of the Products and Portfolio assigned- Its Key Differentials vs Competition and stakeholders including Patient Advocacy groups

• Understand and build need specific access support for channels like Reimbursible institutions like ESIC, Army, CGHS and Railways.

• Conduct Market Research with GTMC and have analytical skills to take data driven decisions on preferences, and implementing strategies that enhance HCP satisfaction and loyalty.

• Glocal Context Elaboration : Develop and Adapt customer/brand value propositions aligned with Glocal Strategy  and scientific initiatives  to fit local customer preferences and regulatory environments, ensuring strategies are both globally aligned and locally resonant

• Supports Sales Team who directly engages with customers, understanding their needs and challenges.

• Omnichannel strategy: Collaborate with GTMC to identify Key Channels and messaging for consistency and optimal efficacy.

• Work in close collaboration with the MCO Brand Lead to feed the MCO/global strategy with customer insights, competition information & market trends.

• Work in Agile when possible, with the transversal team with an innovation mindset

• Attend to administrative matters in an accurate, timely and audit-compliant manner.

• Ensure all marketing activities comply with relevant Acts, Regulations, Pharma code of conduct and ethical standards.

• Work with the training department to come up with the right learning and development strategy based on the business needs.

• Identify “Innovative” Touch points in patient journey / Strategies to optimize Access

Role challenges in 2026-2027 (Strategic Planning Period)

• Launch preparedness / readiness for new products in Lysosomal Storage disorders or Blood Disorders

• Integrate specific points related to the ongoing market challenges, competition, launches, authorities challenges, etc 

• Successfully adapt / evolve ways of working while delivering business results / avoiding business disruption specially through reimbursable institutions

• Champion global and transversal ways of working by fully leveraging centralised and standardized Sanofi frameworks (e.g., GTMC, MCO teams..)

• Ensure full alignment with MCO strategies, pricing and foster seamless collaboration with MCO teams

About you

Main requirements:

• Ensure full alignment with MCO strategies, pricing and foster seamless collaboration with MCO teams

• Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement

• Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. Ability to identify and map out the various touchpoints and interactions customers have with the company

• Out of the box thinker, always searching for new opportunities

• Technical proficiency: Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies

• Strong communication skills

• Role model of PTW behaviors

Work Experience:

• About 5-7 years marketing experience in pharmaceutical industry,

• Proven track record of developing and implementing successful customer engagement strategies that have significantly improved Brand adoption & loyalty

• Experience in working on pre-launch activities and launching new products is preferred.

• Effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment

• Project Management experience is a plus

• Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of delivering exceptional customer experiences and a deep understanding of customer engagement channels and tools.

• Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics.

• Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry.

Professional skills that make the difference:

• Demonstrated ability to lead by example, fostering a “Customer First” / Customer centric culture within the team and across the organization.

• A deep commitment to understanding and prioritizing the customer’s needs and preferences. Demonstrated experience in implementing strategies that enhance customer satisfaction and loyalty is essential.

• Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customers.

• Strong collaborative skills to work effectively with MCO Brand Leads and cross-functional teams, ensuring alignment between customer engagement and brand strategies.

• Proficiency in digital engagement tools and platforms, with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication.

• Ability and mindset to adapt to new ways of working such as Agile. Leveraging Agile methodologies for cross-team project and initiatives.

·       Languages: Fluent in English

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.

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

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Pursue Progress. Discovery Extraordinary.

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