Global Customer Engagement Lead

Job title: Global Customer Engagement Lead

Location: Cambridge, MA

About the Job

Do you have a talent for creating personalized and user-centric customer journeys resulting in enhanced HCP engagements?  Are you a digitally savvy marketer who also gets excited about working with global and local affiliate teams to improve in-field sales effectiveness?  Does building a strategy to grow Sanofi’s Global Oncology leadership in transforming the lives of people suffering from underserved severe diseases motivate you?

The Global Customer Engagement Lead will report directly to the Global Head of Oncology and will be responsible for developing a Global holistic 360° customer engagement model and supporting affiliate in-field and Global customer engagement excellence.

Working hand in hand with the Oncology leadership team, she/he will define their global Customer Engagement priorities, identify new customer engagement opportunities that enable growth, ensure consistency, scalability and value delivery across all customer engagement initiatives, and act as a change catalyst as well as a customer engagement and innovation thought leader for Oncology leadership team. 

This role will help accelerate the implementation of tools and capabilities that will enable the field to be a key orchestrator of a personalized customer experience.  This position will interface with Sanofi Specialty care leadership, Sanofi Digital Accelerator, IT, Global Commercial and Medical Leadership, Regulatory, Medical Affairs, GTMC and New Product Planning and all G8 countries.

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.

Main Responsibilities:

• Lead the creation of personalized, data-driven HCP customer engagement strategies to support the cross franchise Oncology marketing teams (including journey mapping, persona strategy, survey design, business case development for new capabilities, etc.).

• Partner with Global and Local brand teams in development and execution of digital campaigns to pull through marketing tactics and overall brand strategy.

• Oversee the implementation and integration of new technologies such as artificial intelligence (AI), machine learning, data, Digital Health and analytics platforms across the franchise.

• Evaluate program and campaign effectiveness and identify opportunities to optimize channel effectiveness with a goal to elevate customer experience across all Oncology brands.

• Partner with training to develop modules and initiatives to enhance digital acumen across the franchise.

• Develop and implement strategic KPIs to measures success.

• Actively participate in Launch Performance and Launch Readiness Reviews with key countries to ensure consistent delivery of priority HCP engagement KPIs.

• Partner with business stakeholders to support omnichannel and digital reporting/ analytics and work closely with advanced analytics & data science partners to uncover insights for customer engagement optimization.

• Lead Global/Affiliate co-creation and ensure local understanding/ implementation of aligned customer engagement strategy. 

• Create a framework to share learnings and best practices across markets to raise overall market performance levels.

• Support the execution of commercial activities and branded advertising during international congresses.

• Partner effectively with Market Development and HCP Marketing colleagues to support local pull-through of HCP Education and training activities, as appropriate.

• Communicate closely with agency partners, Marketing team and manage brand team interactions with the Review Committee for implementation of tactics.

Ways of working: 

• You will be a member of the Sanofi Oncology Leadership Team

• You will foster cross-functional work and close collaboration between teams (SPC, Digital, GTMC, etc) and drive structured ways of working between teams to provide maximum value and efficiency to business teams. 

• You will establish and contribute to efficient governance driving fast decisions at the right level, focused on impact and value creation.

• You will work closely and constructively with other teams e.g. global product line owners, Omnichannel, Accelerator, whether inside or outside the company. 

About You

Experience Qualifications:

• Education: Bachelor’s degree in a related field is required

• 8-10+ of relevant pharmaceutical/biotech industry experience in product/brand management, and/or strategic marketing

• Experience and proven ability to build / execute marketing strategies

• Strong interpersonal and communication skills with high EQ

• Strong digital acumen and interest

• Ability to lead in an ambiguous environment across different functions and company cultures

• Demonstrated ability to synthesize data into a few clear trends and areas of focus

• Strong business and technical expertise in digital marketing channels including email, web, media, GenAI, SEO, social and Veeva CRM

• Experience creating persona-based customer engagement journeys

• Understanding of market research, creative development and experience with regulatory review/approval process

• Demonstrated ability to understand and anticipate customer needs (internal and/or external)

• Experience managing an advertising agency and related budgets

Behavioral competencies:

• Performance orientation and ability to work and deliver along agreed timelines

• Confident, articulate, and comfortable in team environment

• Passion for networking and relationship building is strongly preferred

• Comfortable communicating and presenting on different levels in the organization

• Team oriented

• Readiness to travel (up to 30% of time)

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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