Customer Care Business Process Expert

Job title: Customer Care Business Process Expert

· Location: Barcelona, Spain

About the job

Ready to push the limits of what’s possible? Join Sanofi CHC in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world. As Customer Care Business Process Expert within our Global Supply Chain organization, you’ll be playing a transversal and leadership role, your main accountability is to build and sustain a world-class performance across the Customer Care processes in order to delight our Customers. This includes to drive the implementation of the Customer Care strategic roadmap aligned with the overall CHC roadmap, develop the skills of the CHC Customer Care community, ensure the adherence to the CHC Customer Care model, contribute and deliver innovative solutions increasing Customer Satisfaction.

Fully embedded in the CHC Global Supply Chain Organization, our team aims at building the best-in-class customer collaborative model and deliver it successfully. We commit every day for the customer satisfaction, and we are deeply engaged to make the Sanofi CHC the best FMCH company in and for the World.

At Sanofi Consumer Healthcare, we build trusted and loved brands that connect with hundreds of millions of consumers worldwide. Our mission is to enable better self-care for individuals and communities, while also contributing to a healthier planet. We strive to act as a force for good by integrating sustainability along our business and employees’ mission and operate responsibly from both a social and environmental point of view. To achieve this, we need people who can shape the future of our business and help us on our journey to becoming the best fast-moving consumer healthcare company in and for the world.

Main responsibilities:

• He/She contributes to drive the strategy for Customer Care area, aligned with the overall CHC roadmap.

• He/She is a key contributor for the definition of the Order to Serve CHC processes and models with his/her main stakeholders (Trade, GBS, Finance, Digital,…), meeting the requirements of the CHC GBU and CHC customers. He/She provides clear guidelines to the operational teams and the Customer Care community to ensure their clear understandings and adoption of the model.

• He/She contributes to develop an ambitious roadmap to reshape and drastically improve the collaboration model with the CHC customers (Joint Business Plan, real time Track & Trace, e-Commerce,…) and supports the countries teams in the roll out.

• He/She ensures that the Customer Care tools (e-Commerce WebPortal, ERPs, CCM, Control Tower…) are properly designed and maintained leveraging the new technologies (RPA, Machine Learning, Big data,…) and partnering with Digital, leads the implementation of the CHC Customer Care technologies.

• He/She drives the automation and simplification of the Order to Cash process through an extended digital coverage and a review of trade terms enabling the Customer Care teams to focus on added value activities like the collaboration with the CHC customers.

• He/She promotes a culture of innovation in his/her scope by understanding the trends and future ways of better collaborating with the Customers and by sharing the best practices within the Customer Care community

• He/She contributes to the Excellence in performance by defining and implementing adequate metrics/targets, their proper monitoring and communication. He/she ensures proper understanding and respect of Internal Control rules.

About you

Experience

• Minimum of 5 of years’ experience in Supply Chain and FMCG experience would be a key benefit.

• Strong track record in Customer collaboration, Order to Cash processes, Strong knowledge in Customer Care technologies: SAP, SalesForce, eCommerce,…

• Successful experience in Project management and experience translating business needs into process and implementation requirements in an IT implementation environment

Soft and technical skill

• Ability to create change management momentum, motivate/convince people and work in a transversal way. Open minded and active listening.

• Strong communication and interaction skills, including tact and diplomacy to exchange and escalade information throughout organization and ability to perform independently and in a collaborative environment.

Education

• Master Degree in Business Management or Supply Chain

Languages

• Fluent in English, French/Spanish is a plus.

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.