MCO Customer Facing CRM and Field Platforms Manager

STRATEGIC CONTEXT

• Sanofi has currently the best and more robust pipeline of R&D and consequent new launches of our history. As new phase of Play-To-Win strategy, funding this pipeline and new launches is key to materialize the miracles of the science to improve people lives. Thus, as we enter into the next phase, modernization of Sanofi is required, we are in the beginning stages of organizing the Go-to-Market Capabilities (GTMC) team at global level.

• We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

• GTMC organization will help us to drive best-in-class capabilities across the board and bring value and excellence in our commercial operations. This move is a key part of the aimed modernization of Sanofi and will allow us to focus on our priorities across our products, market and pipeline

• As part of GTMC, vision of the Customer Facing Capabilities pillar is the definition of Sanofi-wide best-in-class strategies for training and learning, target and segmentation, incentives, operations planning, performance management, GTM deployment, and administration of all used tools to provide the best support for our field forces, fostering standardization and respecting key particularities of each geography in order to enable impeccable execution and to reach high performance. GTMC will also collaborate closely with Digital to provide consistent global tools and with Procurement to guarantee the leverage of global deals with preferred suppliers. The leaders of each GTMC pillar will have to ensure perfect integration among them.

KEY DIMENSIONS: SCOPE & SCALE –

Customer Facing CRM & Platforms team aims for:

• Centralization of Go-to-Market excellence and operational tasks across GBUs,
• Standardizing best-in-class capabilities with strengthened global support while verticalization of reporting within GTMC from local to global,
• Defining clear ways of working and bringing clarity on interfaces with GBUs, Digital, and executional support on commercial operations from Sanofi hubs to optimize process excellence and efficiency

ROLE RESPONSIBILITIES

• Foster the use of global tools and solutions, presuing and integrated ecosystem - CRM & Platforms oversee the administration of CRM, supporting integration with other G-local tools. Partner with the other Customer Facing team members, other GTMC pillars and Digital to avoid any fragmented solution or approach
• Change management & communications: Set the overall global change management and communication strategy for platform changes. Work collaboratively with local Change Leads to develop and implement. Empower and coach Local Change Leads to effectively manage the change process within their respective GBUs. Oversee the development and delivery of training programs to ensure all employees are equipped with the knowledge and skills necessary to effectively utilize the new platforms. Communicate effectively with all levels of the organization, from senior leadership to end-users, to ensure clear understanding and buy-in for the platform changes.  Develop and manage a knowledge repository of resources and best practices for change management and communication to support Local Change Leads Examples of processes to communicate not exhaustive are:
  • Territory Management: Collaborate to maintain accurate and up-to-date territory definitions by country. Ensure territories align with the overall sales strategy to maximize efficiency and effectiveness
  • User Access Management: Manage user access by creating and removing accounts as required. Ensure appropriate access levels are granted based on user roles and responsibilities. Maintain data security and confidentiality by implementing access controls.
  • Omnichannel Cycle Channel Planning (OCCP): Deploy monthly OCCP in alignment with the Rep Driven GTM (Go-To-Market) strategy.
  • CLMs (Closed Loop Marketing) Support: Advise and support the upload of CLMs, ensuring accurate and timely deployment.
  • E&C: Support E&C Management including internal and external stakeholder management.

• Process Standardization and Optimization Implement standardized processes, ensuring alignment with global policies and GxP processes. Identify opportunities to streamline and enhance CRM processes, driving efficiency and effectiveness.
• Data Analysis and Reporting: Track utilization and engagement KPI’s on tools adoption and share insights with leaders to increase adoption. Analyze data to provide insights and recommendations for improving customer engagement and sales force effectiveness. Track and measure the progress of change initiatives and identify and address any roadblocks or challenges that may arise.
• Continuous Improvement- Stay updated with the latest technologies and industry trends, integrating relevant advancements into Sanofi’s strategy. Lead initiatives to evaluate and implement G-local tools and/or new features that enhance system capabilities

MAIN REQUIREMENTS 

Work Experience:

• Commercial Operations knowledge and desirable experience supporting in-field teams
• Proven experience in CRM administration, preferably with certification and expertise in managing Veeva CRM.
• Proven delivery of outstanding results.
• Excellent problem-solving skills and attention to detail
• Ability to leverage networks, influencing and leading projects
• Ability to lead change while achieving business goals and objectives, act for change, challenging continuously the status quo.
• High persistency and resilience.

Knowledge:

• Field force support background: robust knowledge with tools and platforms of customer facing operations, good experience with SFE subjects, target, segmentation, profiling, in-field teams management.
• Strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills, proven impactful communication, presentation, persuasion, skills ability to work cross-functionally.
• Experience in having deployed transformational GTM solutions and new customer facing tools implementation

Skills and Competencies:

• Business: Numerate and analytical skills; Ability to prioritize; Robust knowledge in Digital, IT and CRM; Financial acumen; Over achievement against set objectives; Ability to work on their own initiative and make quality decisions; Excellent interpersonal skills to communicate, present, persuade and argument among all GBUs teams and partners.
• Leadership: Leads by example and walks the talk; Role models Play-To-Win principles and behaviors: Engages others through active and impactful communication; Demonstrates a high level drive, passion and ambition for high performance; Challenges continuously the status quo; Develops fresh approaches in order to deliver results; Has well-developed time management skills, mastering in prioritizating tasks and planning own workloads to ensure deadlines and desired results are met.
• Networking: Is a strong relationship builder; Seeks out new opportunities; Demonstrates teamworking and shares best practices always; Has experience of successfully leading projects in multicultural environments and in a matrix organization.

Personal Characteristics: Hands-on, accountability, creativity, initiative, high persistence and resilience, stress management, learning agility, result orientation, ability to work on one’s own, continuous improvement, listening skills, empathy to understand the needs of the different businesses within distinct geographies.