GTMC-Head of Omnichannel Excellence, China-Shanghai

About the job

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

Strategic context:

Sanofi has currently the best and most robust pipeline of R&D and consequent new launches in our history. As a new phase of Play-To-Win strategy, funding this pipeline and new launches is key to materializing the miracles of science to improve people’s lives. Thus, as we enter the next phase, modernization of Sanofi is required as per the recent announcements on our global Sanofi strategy,as we plan to be a RD-led AI-powered biopharma company.

The GTMC organization help drive best-in-class capabilities across the board and bring value and excellence in our commercial operations. This organization is a key articulation of Sanofi modernization and allow us to focus on our priorities across our products, market and pipeline through the reallocation of resources by supporting effectively business units Go to Market models transformation, by elevating our business processes and go to market solutions, operating with a One Sanofi approach to accelerate our key capabilities development, and fostering the entrepreneurial spirit by speeding up the decision making.

As part of GTMC, the Omnichannel pillar has for vision to drive Sanofi-wide best-in-class omnichannel engagement strategy, including development of standards & best practices across business units and brand teams, supporting by a global function, processes and tools as well as driving executional planning and support of omnichannel approaches of which definition of most impactful business use cases, local implementation of global solution, definition and build up of specific business needs solutions and change management); GTMC is collaborating closely with Digital to provide consistent tools. ​

Key dimensions - Scope & Scale:

Global Omnichannel organization aims for:

• Centralization of Go-to-Market excellence and operational tasks across GBUs,
• Standardizing best-in-class capabilities based on robust global support and roadmap while verticalization of reporting within GTMC from local to global,
• Defining clear ways of working and bringing clarity on interfaces with GBUs, Digital, and executional support on commercial operations from Sanofi hubs to optimize process excellence and efficiency and leveraging best, and

As a leadership team member of GTMC Greater China organization, the Head of Omnichannel Excellence China will be accountable to:

• Drive best-in-class omnichannel execution align with global and local omnichannel strategy in China, standardizing approaches, methodologies, solutions and tools.
• Defining priority roadmap based on local business needs and use cases to maximize impact
• Influencing global roadmap based on China market learnings and business needs, recognizing need for local specificities and supporting build up of global-approved , scalable solutions
• Ensure the best service level for the BUs locally, maintaining a close contact with the local business leaders
• Take agile decisions, ensuring customer and account centric approach and external perspective and taking the necessary thoughtful risks to balance the maximum satisfaction of our customers with the value added to Sanofi.
• Define China Omnichannel operating model with clear understanding of Go to Market model transformation as well as capabilities building across functions
• Have One Sanofi approach, boosting the use of global tools and solutions, eliminating any fragmentation of our ecosystem, fostering the delivery of global and standard solutions, avoiding exceptions, but making sure that the specific and relevant needs of all GBUs are attended.
• Lisaise between global, local and hub – Hyderabad and Chengdu -  levels, to ensure smooth interfaces and efficient operations
• Work closely with BU’s, Digital, LEBI, Regulatory, Finance, Procurement and the other GTMC pillars’ local leaders, aligning priorities and acting always under One Sanofi spirit to deliver best-in-class and best-in-cost support to our businesses.
• Lead transformation in the ways of working locally.
• Facilitate connection of local plans and circumstances to global strategy

Main responsibilities:

• Provide analytics to gain insights into customer and account behavior and preferences, measure customer and account interactions across channels and optimize campaign impact and customer and account journeys
• Review and implementation of Omnichannel Operations roadmap and activities locally and support the overall transformation guided by global GTMC
• Localization of global campaign customer journey design and adaptation of global approaches to reflect local market conditions and business objectives
• Lead Channel (field forces, events, public channel, company HCP portal, third party HCP partnerships) expertise, operations and innovation
• More extensive tactical omnichannel planning and adaptation, incl. customized channel approach, content, engagement
• Deliver impact across digital channels (e.g. WeCom, HCP Portal, third party HCP platforms) and create a positive customer experience and business impact alongside campaign customer journey
• Drive omnichannel maturity upgrade & track omnichannel KPIs for China
• Assessment of skillset requirements, and adapt omnichannel training modules & contents to local needs
• Co-build of Omnichannel Transformation Programs for China (e.g. Turing, GenAI…) and ensure right level of change management
• Support marketing capability and role evolution towards optimized the content development processes and leverage of crossfunctional engagement towards customers and accounts

Ways of working

• You will be a member of the Greater China Omnichannel Operations Leadership Team.
• You will role model Play-To-Win principles and behaviors, delivering high performance in the “what’s” and “how’s”.
• You will foster partnerships and close collaboration between local cross-functional teams (i.e. Marketing, Medical, Field Force, Digital, LEBI, Regulatory, Finance, and Procurement) and with the other pillars of GTMC, and drive structured ways of working among teams to provide maximum value and efficiency to business teams, and our external customers and partners.
• You will ensure setting up lean but effective high performing teams and efficient and agile local governance.
• You will build and develop a team that uses complementary strengths and develop dedicated, strong, diverse and inspiring leaders that lead by example and walk-the-talk.
• You will continuously work with GBUs to deliver the value and insights expected from the Omnichannel Excellence GTMC pillar as true partner in enabling business growth, establishing one single voice locally, prioritizing the needs of all businesses and the point of view of cross-functional teams.
• Your team will provide impactful omnichannel capabilities and operations to the commercial teams, helping them to deploy Camapign driven and Customer-centric content through preferred channels and time, measure customer experience and optimize resource allocation in order to drive customer satisfaction and maximize growth and ROI in China

About you

Work Experience:

• 10+ years in Commercial Operations environment
• Omnichannel/Digital Marketing expertise: omnichannel strategy, content sourcing & mapping per personas, process design, support in the identification & development of customer journeys & disruptive omnichannel marketing campaigns, change management
• People management experience, developing and leading diverse, high performing Teams
• Strong execution skills with proven delivery of outstanding results.
• Thrive in fast-paced engagements and experienced in matrix organizations/project teams
• Bring project management and team leadership experience to ensure the correct pace of the Omnichannel acceleration in accordance with the business needs and company-level strategy
• Ability to leverage networks, to develop people, coach & give feedback, empower people
• Ability to lead change while achieving business goals & objectives, act for change - Challenge the status quo. Be persistent and resilient

Knowledge:

• Omnichannel management experience and expertise
• Strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills, proven communication, presentation, persuasion, skills ability to work cross-functionally.

Skills and Competencies:

• Business: Numerate and with good analytical skills; Ability to prioritize; Over achievement against set objectives; Ability to work on their own initiative and make quality decisions; Excellent interpersonal skills to communicate, present, persuade and argument among internal teams and partners.
• 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 to deliver results. Well-developed time management skills. The ability to prioritise tasks and plan own workloads to ensure deadlines are met.
• Networking: Strong relationship builder; Seeks out new opportunities; Demonstrates Team Working and sharing of best practice. Experience of successfully leading projects in multicultural environments and in a matrix organisation

Personal Characteristics: Accountability, hands-on, execution and result orientation, creativity, initiative, quick learning, result orientation, ability to work on one’s own, continuous improvement; Listening skills, empathy, to understand the needs.