Senior Director, Omnichannel Customer Engagement

Job Title: Senior Director, Omnichannel Customer Engagement

About the Job

The new Go-to-Market Capabilities (GTMC) organization is designed to drive best-in-class capabilities across the board, to bring value and excellence in Sanofi’s commercial operations across its global organization and in local markets. This will be achieved through process and tool standardization, the removal of barriers between business units, and reduction in capability duplication.

The North America Go-To-Market Capabilities Omnichannel team (NA GTMC OC) will support Sanofi’s North American brand marketing teams to execute meaningful, customer centric, agile marketing across all of Sanofi’s channels. The team includes end-to-end campaign management capabilities, channel experts, day-to-day operations leads, and a transformation function responsible for the organization and delivery of continuous improvement to marketing operations processes.

The NA GTMC OC team has been created to:

• Unlock true cross-brand omnichannel marketing capability and integrating innovations that accelerate brand marketing outcomes

• Free up capacity in marketing teams to focus on brand and content strategy

• Accelerate and standardize omnichannel operations processes

• Improve sharing of best practice

• Clarify accountabilities for day-to-day marketing activities, as well as long term improvement efforts

• Realize efficiencies and economies of scale across the North America and Global marketing organizations

The US OC Customer Engagement Lead role oversees the key interface between brand marketing teams and the GTMC OC Team. They are responsible for a team that develops and executes an integrated HCP and/or Consumer engagement plan for US brands to maximize the impact of marketing campaigns, achieve target KPIs, and drive a customer experience aligned to the wider omnichannel ambition. As part of these efforts, the Customer Engagement Lead will also be accountable for managing omnichannel capability development for their assigned brands, and ensuring that brand marketers are adopting best practice.

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

• Manage the interface between US Brand Marketing teams and the US Omnichannel team, ensuring a high performing end-to-end process from brand strategy to omnichannel marketing execution

• Engage with Brand and BU leaders on a regular basis to report on Omnichannel marketing performance, address key issues, and ensure close alignment on brand and BU priorities

• Work closely with brand marketing teams to ensure that brand marketing strategies are orchestrated effectively and efficiently by GTMC resources

• Champion new ways of working and successfully leverage digital technology/AI, insights, market research and analytics to drive impactful investment decisions, a climate of continuous measurement and performance improvement, and agile execution of omnichannel campaigns

• Ensure effective sharing of best practice and coordination of key initiatives across brands, both within the US, and – where required – at a global level

• Work cross-functionally with Sanofi colleagues to improve end-to-end processes, championing a data-led mindset

• Support brands in establishing new ways of working that streamline Omnichannel working

• Lead and develop a team of customer engagement leads whose responsibilities include:

• Develop and execute US brands’ omnichannel strategy into an integrated and sequenced omnichannel campaign(s)

• Plan and measure omnichannel campaigns, adjusting to changing competitive landscape and/or changing customer behaviors

• Partner with internal functions (e.g., Advanced Analytics, omnichannel media and channel leads) to ensure omnichannel campaign is grounded in customer insights, ROI/performance, behavioral objectives, and competitive activities

• Serve as a liaison between the brand and the wider GTMC Omnichannel team in the development of assets for the omnichannel campaign, from concept to MLR approval to deployment (e.g., website content, promotional emails, third-party digital tactics, etc.). 

• Design customer journey maps (for HCPs, Consumers, and other customer types) and drive alignment of brand content and digital channels to deliver superior customer experiences

• Manage and report on omnichannel campaign performance with emphasis on analytics and key performance indicators (KPIs)

• Continuously iterate and improve omnichannel campaigns and journey maps in response to analytics insights

• Establish trusted partnership with cross-functional partners and stakeholders

• Collaborate with US Vaccines Franchises on a process to share information and experiences, leverage initiatives across the portfolio where appropriate to enhance omnichannel efforts

• Drive a vaccine marketing cultural change towards a truly customer-centric model that is insights driven and externally focused

• Drive innovation culture by continually challenging the status quo to adopt new digital approaches through experimentation

• Contribute to the development of annual strategic integrated marketing plans aligned to business goals

• Partner with US Vaccines and other US BU Omnichannel Strategists to magnify omnichannel capabilities and effort and share best practices

• Provide omnichannel thought leadership with US Vaccines Franchise Leads

• Identify insight gaps and recommend market research to meet omnichannel goals and/or monitor performance

• Be a renowned and credible “go-to” expert for Marketers at all levels, coaching and sharing knowledge when and where required

• Champion a common, consistent omnichannel language throughout the US Vaccines Commercial Team

• Manage and optimize assigned budget, if applicable

• Support the onboarding and upskilling of North America and offshore colleagues

• Collaborate with Global, Brand, Digital, and other counterparts as necessary to deliver on responsibilities

• Collaborate proactively with GTMC OC and other colleagues on improvements to day-to-day marketing operations processes

• Contribute to knowledge sharing and upskilling programs

• Support the delivery of key transformation programs

• Drive excellent working relationships with agency and vendor partners

• Drive cultural change through the championing of an agile, customer-oriented mindset

About You

Skills:

• Excellent team management skills, ensuring a high level of responsive service to key stakeholders, especially brand marketing teams

• Proven ability to quickly grasp, assimilate, and condense key market landscape and customer insights to develop a highly impactful omnichannel strategy and digital execution plan

• Excellent written and oral communication/presentation skills in English

• Demonstrated ability to communicate in a strong, clear, simple, and compelling manner to senior leaders

• Experience influencing without direct authority

• Budget management experience

• Proactive leadership and collaboration skills to establish strong networks

• Passion for transformation; a strong desire and curiosity to continuously learn and improve self and others

• Brings a relentless drive and curiosity to assess and define the key value drivers, areas of focus, and brand narrative to improving business performance and customer experiences across our key audience segments

• Understanding of data privacy regulations and best practices

• Deep knowledge and understanding of omnichannel marketing principles

• Understanding of general marketing tactics, processes, and requirements for execution of tactics

• Strong project management skills, with a demonstrated ability to thrive in a fast-paced, multi-priority environment

• Excellent influencing skills, with a demonstrated ability to work collaboratively with a variety of internal and external stakeholders in a large organization

• Excellent verbal and written communication skills

• Collaborative, high energy team player

• Ability to participate in vendor procurement, selection, contract management, and other processes, achieving excellent value for money for Sanofi

Work Experience:

• Bachelor's degree in business, marketing, or technology, or equivalent experience

• Experience in working in a regulated industry, pharmaceutical industry preferred

• Experience managing external vendors.

• Minimum of seven (7+) years of US pharmaceutical or vaccine experience

• Minimum of seven (7+) years of omnichannel strategy and execution experience

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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