Customer Engagement Manager

Customer Engagement Manager - Thymoglobuline

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Job title:Customer Engagement Manager - Thymoglobuline

• Hiring Manager: Sales & Customer Engagement Lead—Renal & Transplant
• 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:

Thymoglobuline is the major business driver of Transplant Business. It is leader in induction immunosuppression space and is preferred choice across risk spectrum in Kidney transplants to minimize acute rejection rates and improve long term patient outcomes. Besides, Kidney Transplant Thymoglobuline is also used for GvHD prophylaxis in stem cell transplant. India is the only country in SE&I MCO with Transplant Business .

Scope:

Develop & design strategy to build Thymoglobuline and expand Transplant Market. Brand Turnover ~17 ME in 2024 and 30 ME by 2030. It is an individual contributing role with a strong cross functional collaborative skill.

Main responsibilities:

• Create IGP with glocal and transversal approach keeping in focus Market /Competition Landscape. HCP and Patient needs.
• Achieve sales & profit objectives for assigned brands
• Deep understanding of the Product- Its Key Differentials vs Competition and stakeholders like Transplant Physician Renal Failure patients
• Conduct Market Research with GTMC and have analytical skills to take data driven decisions on preferences and implementing strategies that enhance HCP satisfaction and loyalty.
• Glocal Context Elaboration: Develop and Adapt customer/brand value propositions aligned with Glocal Strategy and scientific initiatives to fit local customer preferences and regulatory environments, ensuring strategies are both globally aligned and locally resonant
• Supports Sales Team who directly engages with customers, understanding their needs and challenges.
• Omnichannel strategy: Collaborate with GTMC to identify Key Channels and messaging for consistency and optimal efficacy.
• Work in close collaboration with the MCO Brand Lead to feed the MCO/global strategy with customer insights, competition information & market trends.
• Work in Agile, when possible, with the transversal team 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.
• Market Expansion Identify “Innovative” Touch points in patient journey / Strategies to optimize Access and Increase Transplant Nos
• Leads Patient Assistance Program

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 centralized 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

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Level 2

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