Customer Experience Lead

Job title: Customer Experience Lead
Location: France , US and Flexibility for other locations will be assessed.

30 % of travel expected

About the Job

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Sanofi has currently the best and more robust pipeline of R&D and consequent new launches of our history. As new phase of Play-To-Win strategy, funding this pipeline and new launches is key to materialize the miracles of the science to improve people lives. Thus, as we enter the next phase, modernization of Sanofi is required as per the recent announcements on DRIVE, and in this respect, we are in the beginning stages of organizing the Go-to-Market Capabilities (GTMC) team at global level.

GTMC organization will help us to drive best-in-class capabilities across the board and bring value and excellence in our commercial operations. This move is a key part of the aimed modernization of Sanofi and will allow us to focus on our priorities across our products, market and pipeline through the reallocation of resources and realizing the efficiencies of removing silos that exist between our business units, avoiding the duplication and overlapping of resources, standardizing our processes and tools, 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 vision of the LEX/MEX pillar is the establishment a new Sanofi wide Launch excellence cross functional framework, ensuring excellence in Medico Marketing fundamentals and upskilling the Medico Marketing teams with cutting edge new technologies, capabilities and ways of working. The LEX/MEX will not only be a centre for expertise and though leaders but also an important support to execute on those best-in-class capabilities. ​

Key dimensions - Scope & Scale:

GTMC organization aims for:

• Establishing Best in Class Launch capabilities to win in the B12 launches, while ensuring excellence in execution in Medico-Marketing fundamentals.

• Centralization of Go-to-Market excellence and operational tasks across GBUs.

• Standardizing best in class capabilities with strengthened global support 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.

As a team member of LEX/MEX organization, the CE Strategy Lead will be accountable for:

Shape and co-design Sanofi go to market model, contributing with thought leadership on new commercialization models, to enhance cross GBU performance in terms of customer centricity approaches and drive new and innovative ways of working, aligned with Sanofi’s ambition and modernization.

Main responsibilities:

• Co-design and implement the CE strategy, scouting external benchmarks within pharmaceutical industry and beyond and leveraging internal best practices.

• Contribute to define new Go-To-Market models to continuously modernise our commercial approach, in connection with other initiatives as customer first.

• Implement ways to continuous monitor customer feedback (Voice of the customer) and incorporating customer insights in the decision-making process at all levels of the organization.

• Lead organization transformation towards a BiC customer focused organization leveraging technology and AI.

• Contribute with thought leadership, benchmarking best in class approaches in Pharma Industry and beyond

• Drive new POC of new commercial models, test, learn and scale cross GBUs according to business priorities.

• Share best practices and learnings of new commercial models across GBUs, (i.e. Customer First)

• Provide thought leadership on developments in marketing, capabilities & emerging trends

• Works closely with GenAI and Omnichannel teams to ensure strong commercial alignment and strategic alignment.

• Partner with Launch Excellence, Commercialization Excellence and Academy, as subject matter expert in new go to market models and assess capability gaps including new technologies needs to enhance capabilities towards pharmaceutical leading practices.

• Implement ways to continuous monitor customer feedback (Voice of the customer) and incorporating customer insights in the decision-making process at all levels of the organization.

Ways of working

• You will be a member of the LEX/MEX Team.

• You will foster strategic alignment and close collaboration between cross-functional teams (R&D, LRR, M&S, Marketing, Medical, GTMC, Corporate affairs, Digital, Strategy…) and drive structured ways of working between teams to provide maximum value and efficiency to business teams.

• You will ensure setting up agile and effective teams

• You will build and develop a team that uses complementary strengths and develop dedicated, strong, diverse leaders.

• You will establish standards across GBUs, brands and countries to deliver the new commercial models and enabling business growth.

• You will work closely with the Launch Excellence teams and the Commercialization Excellence teams to ensure E2E business continuity.

About You

Work Experience:

• 10+ years in cross functional leadership, experience in innovation lab

• 1+ years of global experience

• 2+ years of Local Country experience

• 10+ years working in cross functional teams

• In-depth understanding of pharmaceutical industry

• Experienced in leading by influence and drive in matrix driven project teams/organizations.

• Agile mindset and practice: ensure the correct pace of the acceleration being outcome goal oriented.

• 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:

• Commercial 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 and influence cross-functionally.

Skills and Competencies:

• Strategic Thinking: Makes decisions by analysing current and future scenarios. Disrupts the status quo with innovation, develops new approaches in order to deliver results while remaining pragmatic and focused on priorities.

• People Leadership: Engages and leverages everyone’s strengths, ensures active communication; Demonstrates a high level drive, passion and ambition for optimal result. Sets high standards and Expectations. Shares authority and responsibility.

• Relationship and Influence: Inspires trust through empathy and authenticity. Empowers and recognizes others to create powerful and trusted relationships while challenging the status quo. Effective stakeholder management.

• Passion for transformation and coaching; a strong desire and curiosity to continuously learn and improve self and others. Passionate about helping Marketers to do their ‘day jobs’ better and committed to improving business performance.

• Personal Characteristics: Accountability, innovation, creativity, initiative, stress management, fast learner, result orientation, ability to work on one’s own continuous improvement; listening skills, co-creating with the different teams, GBUs and with key geographies.

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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