Senior Analyst - Capabilities and Operations

About the job

Strategic context:

Sanofi has currently the best and most 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.

The 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, vision of the Omnichannel pillar is the definition of Sanofi-wide best-in-class Omnichannel engagement strategy, including development of standards & best practices across markets and brand teams, as well as executional planning and support of local Omnichannel approaches (including change management). GTMC will also collaborate closely with Digital to provide consistent tools.

Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As Senior Analyst - Capabilities and Operations, within our Hyderabad Hub, you'll be responsible for supporting the team, ensuring seamless business continuity and driving strategies aligned with global priorities in Content Operations, GenAI, and digital presence optimization.

Main responsibilities:

The overall purpose and main responsibilities are listed below:

Ensuring that the field force follows a customer-centric approach and delivers a smooth, unfragmented and consistent customer experience (CX) across all touchpoints and at all stages of the customer journey. Tracking customer journeys, interacting with customers across channels and platforms (OneCRM/SFMC), and coordinating with cross-functional Omnichannel/GTMC teams to keep fine-tuning the customer’s experience and shaping end-to-end customer experience strategy. Identifying required omnichannel skills per role; performing CX skills assessment and gap identification; operationalize/educate the field force using insights generated from benchmark analysis/surveys/qualitative & quantitative market research to better understand HCP persona and effectively engage with them using personalized & customer-centric approach; analyse channel/engagement/content preferences/CXQ/NPS/AI-driven insights and sharing the learnings with field force/cross-functional Omnichannel teams.

• Review/Analyse customer centric KPI’s (NPS/CXQ) vs the engagement strategy/skills/User experience (UX) provided
• Obtain an in-depth understanding of customer wants and needs and the current pain points they experience; then find ways to improve those interactions
• Identify pain points and gaps in the customer experience and plan for risk mitigation and addressal of pain points
• Ensure customer experiences are designed to be useful, easy and impactful
• Share insights, collaborate with training specialists/Leads to develop action/remediation plans as needed to improve customer experience, create design deliverable, develop a plan and lead delivery of the changes
• Lead high-impact projects that are designed to improve a customer’s experience across a full interaction with their stakeholders, track progress
• As part of creating and implementing simplified customer experiences, engage field force/Omnichannel teams in co-creating the experience from a customer-centric point-of-view
• Understand current performance metrics as they relate to the overall customer experience
• Help the Omnichannel teams to integrate customer-centric design methods into its work
• Support Hub strategy aligned with global business priorities, focusing on Omnichannel operations, campaign orchestration, and enablement via continuous feedback loop to optimize customer experience
• People: (1) Work with cross-functional Omnichannel teams to understand the requirement for their respective teams; (2) Maintain effective relationship with the stakeholders within the allocated GTMC pillar and cross-pillars – with an end objective to ensure adherence and effectiveness of customer-engagement strategy/plans; (3) Constantly assist project team for communication/trainings on methods/processes/tools/platforms (4) Partner with Project Manager/Leads for individual development plans; (5) Collaborate with cross-functional teams in GTMC to train for continuous improvement/digital transformation/agile mindset/thoughtful risk taking; (6) Provide proactive recommendations on operational excellence and play an active role to follow the best practices in relation to processes, communications, training management, documentation and technical requirements
• Performance: (1) On-time tracking of effectiveness KPIs and report publishing; (2) Effectively communicate with field force/Omnichannel teams to constantly improve quality and productivity; (3) Recommend and implement tactical process improvements within the department and division-wide
• Process: (1) Monitor compliance and take actions as required to ensure 100% compliance; (2) Collate and publish metrics & reports as per defined frequency; (3) Stay up to date on current industry trends and Omnichannel; (4) Maintain understanding of continuous improvement techniques, and agile methodology; (5) Contribute to overall quality enhancement; (6) Secure adherence to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards; (7) Leverage advanced training delivery tools and techniques for enhancing the effectiveness of customer experience
• Stakeholder: (1) Work closely with GTMC/Omnichannel pillars (Global, Local, and Hub) to identify customer engagement skills, tactical plans, and (2) Liaise with cross-functional Omnichannel teams to provide relevant trainings, raise awareness, and deliver best-in-class

About you

• Experience: 5-8 years of experience in medico-marketing/medical/commercial/Omnichannel domain for the pharmaceutical/healthcare industry/digital platforms; 1-2 years of experience in customer facing (CF)/field force, omnichannel marketing, digital marketing or related field, preferably in the pharmaceutical or healthcare industry

• Soft skills: Stakeholder management; strong communication and interpersonal skills with the ability to influence and persuade diverse audiences; ability to work independently and within a team environment; skilled in explaining complex concepts and processes in a clear and concise manner
• Technical skills:
  • Project management support; Omnichannel operations; Pharma experience (including but not limited to therapeutic area/domain knowledge exposure; and/or content deployment)
  • Proficient in using various digital tools and platforms for creating and delivering communication materials (MS office tools, Adobe)
  • Experience in CF operations/channels/digital platforms (Veeva Vault/OneCRM/SFMC) is preferred
  • Experience working with Social Media Platforms/Data & Analytics platforms is desirable
• Education: Bachelor’s degree in business, marketing, or a related field (preferably in pharmacy or life sciences); Additionally, relevant advanced/postgraduate degree in life sciences/pharmacy/business administration/similar discipline is desirable
• Languages: Excellent knowledge of English language (spoken and written)

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!