Customer Engagement Manager – MYSG Aprovel Aprovasc

Job title: Customer Engagement Manager – MYSG Aprovel Aprovasc

• Location: Malaysia / Singapore

About the job

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:

• To glocalize all brand strategies and implement the country-specific activities for the Malaysia and Singapore Aprovel & Aprovasc channel

• Embed transformation of the Go-To-Customer model to an agile, sustainable and flexible model for the country aligned with GenMed transformation Go-To-market transformation vision.

• Design and implement the local customer engagement plan related to the customer segment under his/her responsibility.

• Implement the country long-term strategy to achieve excellence in Omni-Channel activities and customer engagement and take the necessary steps to implement a strong MCE, in permanent collaboration with MCO marketing, medical and key support partners (ITS, Business Operations & support, legal, compliance, regulatory affairs).

• Develop a strong CE network within the Country by sharing and supporting the implementation of best practices.

• Ensure all local teams are equipped with necessary knowledge and tools related to Customer engagement, Omni-Channel activities.

• Participate in cross country CE projects.

• Customer Engagement local level strategy and operational plan preparation and execution in constant collaboration with the marketing, medical and commercial team.

• Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.

• Define best practice content strategy implementation in respect to positioning and messages delivered by marketing (Glocal model).

• Preparation of well-articulated requirements regarding channels development to be presented to BOS dept. and further channels effective usage with Omni-Channel approach.

• KPIs set up & monitoring in cooperation with BOS with respect to external and internal benchmarks

• Proficiently pull analyses and share data on monthly and quarterly basis to highlight insights and make actionable decisions with local marketing and commercial team and across MCO CE network

• Develop or adapt customer/brand value propositions aligned brand/GBU Glocal strategy

• Work closely with marketing, medical and commercial teams while developing and implementing CE strategy and plans.

• Capability to innovate and drive change.

• Collaborate effectively with other functions including BOS, ITS, Regulatory, Legal, Purchasing and Finance.

• Excellent verbal and written communication skills with the ability to interact effectively with people at all levels.

• Demonstrates a high level of drive and ambition for optimal business results and injects energy and enthusiasm into the organization.

• Maintain effective internal communications to ensure that all relevant company functions are kept informed of certain channel/campaign objectives.

• Identify, measure and track key performance indicators at strategic and operational level to determine customer engagement plans results/success and business impact.

• Regular and accurate reporting in line with defined standards.

• Acts in line with all ethical & compliance rules of the Group.

• Comply with all Sanofi HSE Corporate Policy & Requirements as well as local procedures and traffic regulations

About you

• Minimum of 3 years’ experience in pharmaceutical or FMCG industry or marketing field, in an international environment.

• Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing

• Proven Team/network/community management

• Excellent communication skills (including English), ability to involve people

• Experience of work in cross-functional teams, high level of collaboration within the team

• Creativity and focus on finding solutions to achieve results

• Working closely with Sales and other transversal teams such as ITS, CRM, Market Research, Training, Medical, Public Affairs, Market Access, Legal/DPO (GDPR) and other stakeholders.

• Cooperation with other Country/MCO/Cluster teams, to share experience and coordinate CE operations on a proper level.

• Marketing knowledge, strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills (Outlook, Word, Excel, PowerPoint), proven project management skills, communication, presentation, persuasion., ability to work cross-functionally.

• Business: Understands business environment and climate; Able to prospect for/ generate new opportunities; Numerate and with good analytical skills; Ability to prioritize; Overachievement against set objectives; Ability to work on their own initiative and make quality decisions; Good selling skills; Excellent interpersonal skills to negotiate, communicate, present, persuade and argument among internal Primary Care teams, KOLs, healthcare decision-makers, physicians and patients. Experience of managing effective customer consultation including using social media tools in business.

• Leadership: Engages others through active communication; Demonstrates a high level drive, passion and ambition for optimal results; Challenges the current market status quo; Develops fresh approaches in order to deliver results. Well-developed time management skills. The ability to prioritize tasks and plan own workloads to ensure deadlines are met.

• Networking: Strong relationship builder with internal and external customers; Seeks out new opportunities; Demonstrates Team Working and sharing of best practice.