Job title:Customer Engagement Manager

• Location:Praha, Czechia
• Hybrid
• Job type: full-time, permanent

About the job

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world. As Customer Engagement Manager within our Established Products Team , you’ll design patient & customer engagement plans and implement with key focus on specific customer activation strategy, personas, customer & patient journeys, digital channels assessment, action plan per channel.

We are an innovative global healthcare company with a focus on immunology that extends to innovation in diabetes and transplant medicine. Across different countries, our talented teams are determined to deliver a best-in-class customer experience using the best of digital, artificial intelligence and personal know-how. With a focus on immunology that extends to innovation in diabetes and transplant medicines, we pursue progress to make a real impact on millions of patients around the world.

Main responsibilities:

• Design and drive Multichannel Engagement Strategy:
  • Customer Engagement local strategic and operational plans preparation and execution in constant collaboration with the Marketing, Medical and Customer experience teams.
  • Preparation of well-articulated requirements regarding channels (HQ driven and digital alternatives) development to be presented to GTMC dept. and further channels effective usage with multi-channel approach.
  • Develop or adapt customer/brand value propositions aligned brand/GBU Glocal strategy.
• Project Management
  • Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.
  • Define best practice content strategy implementation in respect to positioning and messages delivered by marketing (Glocal model).
  • KPIs set up & monitoring in cooperation with GTMC with respect to external and internal benchmarks.
• Data-Driven Decision Making
  • Proficiently pull analyses and share data on  defined standards to highlight insights and make actionable decisions with marketing and customer experience teams and across MCO CE network.
  • In cooperation with GTMC dept. undertake ROI analysis on customer engagement strategy in key brands to provide Franchise Lead with recommendations to ensure that all MCE opportunities are well captured/optimized.
• Education & Training
  • Work in close cooperation with Customer Experience optimizing processes and systems to ensure a seamless and positive customer experience.
  • Training employees to meet customer expectations and handle various customer interactions effectively.
• Communication & Collaboration
  • Collaborate with MCO Content lead in implementing the content roadmap at country level in line with MCO Brand Lead’ strategic plan to ensure personalized and relevant engagement.
  • Liaise with local service colleagues and Customer Experience partner to identify areas where performance shows that assistance by the Customer Engagement team may be beneficial to enhance Customer Experience.
• Agile Ways of Working
  • Keep abreast of changes to policy, procedures, and services, prepare and deliver appropriate communication of these changes.
  • Foster a culture of continuous improvement and adaptability to digital tools and ways of working.

About you

Experience:

• Minimum of 2 years’ experience in pharmaceutical or FMCG industry or marketing field, in an international environment.
• Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing.
• Proven Team/network/community management
• Experience of work in cross-functional teams, high level of collaboration within the team.
• Familiarity with agile working methods and principles.

Soft and technical skills:

• Excellent communication skills, ability to engage people,
• Creativity and focus on finding solutions to achieve results.
• Persuasion, ability to work cross-functionally.

Education:

• University degree (medical field would be an advantage), preferably an additional education in Business Management, Marketing or related field.

Languages:

• Fluency in Czech and English, both written and spoken.

PursueProgress. Discover Extraordinary.

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, 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!

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