Head of Customer Experience, Vaccines

Job Title: Head of Customer Experience, Vaccines

Location: Bridgewater, NJ

About the Job

Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commercial Operations’ team.

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.

Why join our team?

Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that’s growing at pace. Over the next two years, we aim at growing our US business by $ 1 billion.

A Business and Technology Modernization department within Commercial Operations was recently created with the objective of dramatically modernizing our operations and seamlessly serving our customers.

As one key function and team within Business and Technology Modernization, Customer Experience is in charge of delighting our customers.

You will also be part of something much bigger. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide.

Our function at a glance:

Our Customer Experience team handles 3 strategic activities:  

Customer Services and White Glove Services Customer Experience iShift /Sanofi new SAP/ERP and technology enhancements, testing and implementation

These operations are critical for customers and patients products order and fulfillment, and customer satisfaction.

Connect with us if you are…

• A leader with a solid experience in managing large customer services team

• An expert in customer experience (escalation and resolutions, process flows, master data, sales ordering, claims, credit, collection, reporting and data analytics), looking to share your knowledge.

• A professional who thrives in a complex environment, where you can develop talents and realize ideas and innovations within a dynamic team of experts.

• An agent for change, looking to develop new ways of working and driving company performance through continuous improvement

• A person eager to be part of our modernization to make Sanofi best in class, while contributing to the company’s results so they can be reinvested to support our purpose: We chase the miracles of science to improve people’s lives.

We are seeking a dynamic and experienced Customer Service Team Lead to manage a large team of over 70 internal and external, remote customer service agents, our Customer Experience function and related technology enhancements. The successful candidate will oversee all aspects of customer service operations, from order processing to delivery tracking and completion, and resolving complex customer service issues. This role also involves managing special projects related to customer experience as directed by the marketing and sales teams, as well as overseeing customer master data management.

Main Responsibilities:

• Customer Service: Lead and manage a team of over 70 remote customer service agents, both internal and external. Oversee the entire customer service process, including order processing, delivery tracking, and completion. Resolve complex customer service issues, such as: handling vaccine storage and transportation concerns, addressing adverse event reports and coordinating with medical teams, managing product replacements. Ensure accurate and up-to-date customer master data management. Collaborate with marketing and sales teams on special projects to enhance customer experience. Ensure accurate and up-to-date customer master data management. Develop and implement customer service policies and procedures. Monitor team performance and provide regular feedback and coaching. Analyze customer service metrics and identify areas for improvement.

• Customer experience: Lead a department made of 2 professionals. Develop and implement a comprehensive customer experience strategy. Identify key customer touchpoints and ensure a seamless and positive experience across all channels. Collect and analyze customer feedback to understand their needs, preferences, and pain points. Utilize customer insights to drive continuous improvement in our services and processes. Work closely with marketing, sales, and other One Sanofi departments to ensure a customer-centric approach. Establish and monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention. Prepare and present regular reports on customer experience metrics to senior management. Identify opportunities for innovation in customer experience through new technologies and methodologies. Develop and implement strategies for managing customer-related crises and issues. Act as the primary point of contact for escalated customer concerns and ensure swift resolution.

• iShift and technology enhancements, testing & implementation: Oversee major SAP enhancements following the implementation of our iShift project. Manage continuous improvements on behalf of the Commercial team, ensuring seamless integration with existing commercial processes, driving simplification and modernization. Collaborate with cross-functional teams, including US and global digital teams, identifying and implementing additional system improvements such as automating manual processes in master data management, enhancing data analytics capabilities, optimizing system performance, and integrating new improvements as per post-ishift roadmap to support business growth.

About You

Language

• Excellent English written and verbal 

Functional Skills

• At least 5 years' experience in Customer services (essential)

• A solid experience in the pharma industry (advantageous) 

• Good business acumen (advantageous) 

• Strong problem solving, deductive and analytical skills (advantageous) 

Technical

• SAP (advantageous)

• Process flows within customer services (advantageous)

Interpersonal

• Ability to interact with internal clients (essential) 

• Is self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner

• Well-inclined towards change and has the ability to work under pressure.

• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential) 

• Good communication skills (advantageous) 

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.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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