Customer Engagement Manager - Lantus & Apidra

Customer Engagement Manager - Lantus + Apidra portfolio (Diabetes)

• Reporting To: Head of Sales & Customer Engagement -- Diabetes
• Location: Mumbai, India
• Job type: Permanent, Full time

About the job

Strategic context:

• Sanofi is implementing an ambitious plan called “DRIVE” complementing our Play to Win Strategy with 3 main objectives (i) keep fueling our pipeline (ii) make Sanofi a modern science-driven healthcare company (iii) serving our patients.
• In this context, Sanofi made the decision to evolve its commercial model from GBU-specific country organization's to a more standardized and consistent approach, boosting efficiency.
• The focus will be on (i) Key Markets and most innovative products as major drivers for growth and (ii) a cross-GBUs efficiency model with optimized country set-up.

Our Team:

Lantus is one of the key priority in India to establish as the first choice of insulins at initiation by optimizing the pricing opportunity in the coming years. Need a strong therapy shaping ability to significantly gain Market share in Basal vs premix insulins & overall insulin segment.

Apidra has a strong foot print in the Basal-Bolus category and need is to continue to have an accelerated growth to realize its full potential in the intensification therapy along with Rapid insulin of choice in Hospital segment

Scope : It is an individual contributing role with a strong cross functional collaborative skills. Combined Brand turnover is >60 ME poised to grow at ~10% reaching >75 ME in 2 years horizon

Main responsibilities:

The Customer Engagement Manager is designed to focus exclusively on customer engagement at the country level.

• Achieve sales & profit objectives for assigned brands
• Foster a performance and purpose-driven culture, with greater impact for Patients and HCPs
• Lead the customer engagement with a plan of actions that prioritizes direct, meaningful in-clinic interactions, leveraging insights and aligns with overall business objectives to drive engagement and satisfaction
• Develop detailed call plans that is meaningful from a customer standpoint by constantly checking and aligning the plan of the different brands. For each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement
• Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications
• Work in close collaboration with the MCO Brand Lead to feed the MCO/global strategy with customer insights, competition information & market trends.
• Work in close cooperation with the salesforce/KAMs (when applicable) optimizing processes and systems to ensure a seamless and positive customer journey
• Work in Agile when possible, with the transversal team when possible, with an innovation mindset
• Attend to administrative matters in an accurate, timely and audit-compliant manner.
• Ensure all marketing activities comply with relevant Acts, Regulations, Pharma code of conduct and ethical standards.
• Work with the training department to come up with the right learning and development strategy based on the business needs.

Role challenges in 2024-2025 (Strategic Planning Period)

• Adopt digital transformation and Agile methodology (e.g. Leveraging data and AI) to accelerate & scale-up new operating models
• Successfully adapt / evolve ways of working while delivering business results / avoiding business disruption.
• Champion glocal and transversal ways of working by fully leveraging centralised and standardized Sanofi frameworks (e.g., GTMC, MCO teams..)
• Ensure full alignment with MCO strategies, and foster seamless collaboration with MCO teams

About you

Main requirements:

• Education Background: Bachelor’s degree in Science/Pharma/Marketing, Business Administration, or any related field with 5-8 years of experience
• Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement
• Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. Ability to identify and map out the various touchpoints and interactions customers have with the company
• Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. Out of the box thinker, always searching for new opportunities
• Technical proficiency: Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies
• Strong communication skills
• Role model of PTW behaviors

Work Experience:

• Proven track record of developing and implementing successful customer engagement strategies that have significantly improved Brand adoption & loyalty
• Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of delivering exceptional customer experiences and a deep understanding of customer engagement channels and tools.
• Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics
• Effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment
• Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry
• Experience managing projects using Agile methodologies is a plus

Professional skills that make the difference:

• Ability to leverage insights and data to develop and execute effective customer engagement strategies
• Demonstrated ability to lead by example, fostering a “Customer First” / Customer centric culture within the team and across the organization
• A deep commitment to understanding and prioritizing the customer’s needs and preferences. Demonstrated experience in implementing strategies that enhance customer satisfaction and loyalty is essential.
• Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customers
• Strong collaborative skills to work effectively with MCO Brand Leads and cross-functional teams, ensuring alignment between customer engagement and brand strategies.
• Proficiency in digital engagement tools and platforms, with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication
• Ability and mindset to adapt to new ways of working such as Agile. Leveraging Agile methodologies for cross-team project and initiatives.

Languages: Fluency in English

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!