Job title: Customer Engagement Manager – Vaccines MYSG

• Location: Malaysia / Singapore

About the job

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Strategic context:

• Sanofi is implementing an ambitious plan called “DRIVE” complementing our Play to Win Strategy with 3 main objectives (i) keep fueling our pipeline (ii) make Sanofi a modern science-driven healthcare company (iii) serving our patients.

• In this context, Sanofi made the decision to evolve its commercial model from GBU-specific country organizations to a more standardized and consistent approach, boosting efficiency.

• The focus will be on (i) Key Markets and most innovative products as major drivers for growth and (ii) a cross-GBUs efficiency model with optimized country set-up.

Main responsibilities:

The Customer Engagement Manager is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in leading our go-to-market strategy and execution, directly engaging with customers, understanding their needs and preferences, and formulating and driving engagement plan that enhance customer satisfaction and loyalty.

• Develop deep understanding of customer engagement journey and develop omnichannel engagement blueprint.

• Lead the customer engagement with a plan of actions that prioritizes direct, meaningful interactions, leveraging insights and aligns with overall business objectives to drive engagement and satisfaction

• Develop detailed call plans that is meaningful from a customer standpoint by constantly checking and aligning the plan of the different brands. For each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates

• Review and track omnichannel KPIs, propose adjustment or improvement plans.

• Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they are.

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

• Work in close cooperation with the salesforce/KAMs (when applicable) optimizing processes and systems to ensure a seamless and positive customer journey

• Collaborate and support GtM exercise.

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

Role challenges in 2024-2025 (Strategic Planning Period)

• Adopt digital transformation and Agile methodology (e.g. Leveraging data and AI) to accelerate & scale-up new operating models

• Successfully adapt / evolve ways of working while delivering business results / avoiding business disruption.

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

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

About you

Main requirements:

• Education Background: Bachelor’s degree in Marketing, Business Administration, or any related field 3-5 years of experience

• 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. CX professionals need to identify and map out the various touchpoints and interactions customers have with the company, from initial awareness to post-purchase support.

• Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. 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

• Language Proficiency: Fluent in the primary language(s) of the country or countries of operation, with strong communication skills

• Role model of PTW behaviors

Work Experience:

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

• 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

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

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

• Experience managing projects using Agile methodologies is a plus

Professional skills that make the difference:

• Ability to leverage insights and data to develop and execute effective customer engagement strategies

• 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 alignmenet 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.