Sr. Customer Engagement Manager – Vaccines South Korea

STRATEGIC CONTEXT

• As a Customer Engagement Manager, you will be responsible for the management and performance of PPH (Pertussis, Polio, HIB) vaccine business by developing local strategies/ execution plan that will differentiate the portfolio with competitive advantages based on clear understanding of the corporate objectives and the broader Korean healthcare environment.

KEY DIMENSIONS: SCOPE & SCALE

• South Korea PPH business is one of the critical & fundamental drivers in the vaccine’s business unit that requires highly communication and execution skills.

• The Customer Engagement Manager holds a pivotal position in orchestrating a dynamic and cohesive PPH marketing & its execution in South Korea to reinforce strong market presence by accelerating pediatric combo vaccination drive.

ROLE RESPONSIBILITIES

The Customer Engagement Manager supports the Head of Vaccine Korea in the execution of Global and Multi-country organization (MCO) marketing and brand direction through the implementation of glocal strategies and tactics including Customer personas, Customer journeys, Customer engagement planning, and Go-to market (GTM) execution with excellence.

• Deliver the PPH Key priorities/financials by driving the best customer experiences

  • Set annual key business priorities and annual budgets, ensuring strategic allocation of funds and monthly tracking to meet agreed spending targets
    

• Lead the development of the country brand & activation plans for PPH portfolio into MCO activation and GTM strategies. 

  • Build Korea customer engagement plans aligned to MCO marketing plans and GTM strategies and map customer personas and Customer journeys.

  • Orchestrate a collaborative execution with all relevant departments to achieve PPH brand goals by identifying areas for improvement and working to enhance customer satisfaction, loyalty and overall experience to deliver brand objectives.
    

• Implement brand strategies and tactics based on Customer personas, Customer journeys, Customer engagement plan aligned to Country brand plans and GTM strategies.

  • Run branded/unbranded campaigns and promotions via various marketing mix to the target HCPs/Consumer/media.

  • Lead content development & dissemination by customer persona aligned with brand plan. (Through Omnichannel engagement)

  • Lead operation(all sales related) team’s capability / expertise improvement with seamless trainings and optimized field execution.

  • Utilise and adapt global content to ensure personalised customer interactions and maximise the customer strategy. (As required, assist to adapt content in respect to regulatory frame and in coordination with partner functions)

  • Manage PPH related societies.
    

• Orchestrate a dynamic and cohesive PPH marketing execution by ensuring effective and efficient engagement and communication deliveries

  • Test hypothesis to gain local insights to help inform Brand strategy, utilising data and your understanding of local market trends and the competitive landscape. 

  • Leverage data to develop a deep understanding of customer preferences to tailor the experience and impact.  

  • Foster effective communication across divisions and departments by leading regular touch points

  • Track customer engagement performance KPIs. 

  • Contribute to all required MCO and global reporting for our brands. 
    

MAIN REQUIREMENTS 

Technical skills:

• Understanding of Sales and Marketing operating model, Go-to-Market transformation

• Strong experience in developing and executing customer strategy.

• Ability to make data-driven decisions based on HCPs/Patients (consumers) needs

• Customer-centricity and omnichannel excellence including experience with the collection of and use of customer data, agile operating model and digital capabilities

• Ensuring Korea Code of Conduct.

Soft skills:

• Ability to respond resourcefully to changing business conditions and opportunities proactively looking for ways the team can adapt its plans, tactics and strategies. 

• Build effective partnerships with key local, MCO and global stakeholders and business support functions. 

• Proactive understanding of the local market trends and the competitive landscape. 

• Proven track record of stakeholder engagement & communication skills (customers, global and local internal stakeholders)

• Strong winning mindset to excel the competition, leading the market

• Role model of PTW behaviours

CRITICAL EXPERIENCES REQUIRED TO BE SUCCESSFUL IN THE ROLE (detailed)

• Previous Product/ Brand experience (preferably in the pharmaceutical industry) 

• Digital marketing / Omnichannel engagement. 

• Worked in teams where there is a high degree of accountability and collaboration across functions and roles. 

• Fluent in both Korean and English
  

OTHER INFORMATION

Health, Safety and Environment 

Cooperate with Management to:  

• Provide and maintain systems of work, and working environments that are safe and without risks to health. 

• Provide the information, instruction, training and supervision necessary to ensure the health and safety of employees. 

• Consult with employees about OHS matters so that they can contribute to decisions affecting their health, safety and welfare. 

• Ensure the health and safety of people visiting or working who are not employees by not exposing them to risk. 

• Comply with corporate and legal health and safety requirements.  

• Identify and correct unsafe conditions or behaviours and immediately notify the Manager of any serious incidents; complete and Incident / Injury Report and forward to HSE Manager within 48 hours where necessary. 

• Undertake duties in accordance with the current Sanofi Policies and Procedures.  

• Report non-conformance in accordance with the requirements of the Sanofi quality system.