• Location: Bucharest
• Hybrid
• Permanent, Full-time

About the job

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world. As Customer Engagement Manager Diabetes within our Establish Products Team, you’ll design patient & customer engagement plans and implement with key focus on specific customer activation strategy, personas, customer & patient journeys, digital channels assessment, action plan per channel.

We are an innovative global healthcare company with a focus on immunology that extends to innovation in diabetes and transplant medicine. Across different countries, our talented teams are determined to deliver a best-in-class customer experience using the best of digital, artificial intelligence and personal know-how. With a focus on immunology that extends to innovation in diabetes and transplant medicines, we pursue progress to make a real impact on millions of patients around the world.

Main responsibilities

Multichannel Engagement Strategy:

• Prepare and execute local strategic and operational plans with Marketing, Medical, and Customer Engagement teams.
• Develop channel requirements for Go to market capabilities (GTMC) and ensure effective multi-channel usage.
• Align customer/brand value propositions with brand/GBU Glocal strategy.

Project Management:

• Contribute to the Customer Engagement network, ensuring programs and tools are harmonized.
• Implement best practice content strategy with marketing.
• Set up and monitor KPIs with Go to market capabilities ( GTMC).

Data-Driven Decision Making:

• Analyze and share data monthly and quarterly to inform decisions.
• Conduct ROI analysis on customer engagement strategies with GTMC.

Education & Training:

• Optimize processes and systems for a positive customer engagement.
• Train employees to meet customer expectations.

Communication & Collaboration:

• Implement content roadmap with Multi Country Organization content lead.
• Collaborate with local service colleagues and Customer Experience partner to enhance Customer Experience.

Agile Ways of Working:

• Communicate policy, procedure, and service changes.
• Foster continuous improvement and adaptability to digital tools.

Key Deliverables:

• Implement a compelling Customer Engagement plan based on data analytics.
• Support a standardized Customer Engagement platform.
• Participate in cross-country Customer Engagement projects.
• Drive customer operation excellence and shape strategy.
• Implement multi-channel initiatives in line with marketing plans.
• Set KPIs, goals, and measurement milestones.
• Show clear business outcomes and ROI.

Behavioral Success Factors:

• Collaborate with marketing, medical, and customer engagement teams.
• Innovate and drive change.
• Work with Go to market capabilities, Digital, Regulatory, Legal, Procurement, and Finance teams.
• Communicate effectively at all levels.
• Demonstrate drive and ambition for business results.
• Maintain effective internal communications.
• Use gamification, VR training, AI recommendations, etc.
• Adopt and implement the Thoughtful risk taking (TRT) framework.

Key Metrics for Measuring Success:

• Identify, measure, and track KPIs.
• Provide regular and accurate reporting.
• Achieve financial objectives and market research indicators.

About you

Experience:

• Minimum of 2 years’ experience in similar role in pharmaceutical industry.
• Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing.
• Proven Team/network/community management.
• Experience of work in cross-functional teams, high level of collaboration within the team.
• Familiarity with agile working methods and principles.

Soft and technical skills:

• Excellent communication skills, ability to engage people.
• Creativity and focus on finding solutions to achieve results.
• Persuasion, ability to work cross-functionally.

Education:

• University degree (medical field would be an advantage), preferably an additional education in Business Management, Marketing or related field.

Languages:

• Fluency in Romanian and English, both written and spoken.

PursueProgress. Discover Extraordinary.

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, 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!

Discover our Code of Conduct, that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document, before applying.

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