Customer Engagement Manager

JOB PURPOSE

The Customer Engagement Manager plays a pivotal role in leading and executing marketing activities/projects seamlessly in line with our strategic objectives. The role is dedicated to creating positive customer experiences through effective communication, content creation/dissemination, problem resolution, external focus and contributes to our omnichannel and Go-To-Market (GTM) transformation initiatives.

KEY RESULTS / ACCOUNTABILITIES

External Focus:

• Allocate 30% of time in the field to proactively engage with customers building genuine connections with HCPs, ensuring a deep understanding of their evolving needs. Leverage these interactions to generate valuable insights that can enhance our responsiveness to adapt swiftly to their changing needs.

• Act as an orchestrator by building a robust insights hub for the brand team by gathering and analysing team and direct customer feedback. Drive insightful customer feedback analysis to identify trends and uncover opportunities for innovative initiatives.

• Coordinate impactful events and nurture relationships with Key Opinion Leaders to enhance brand influence.

Marketing Strategy and Business Analytics

• Ensure robust understanding and implementation of marketing strategies, Patient Journey, Stakeholders mapping and Key priorities.

• Ensure full understanding and utilization of business performance metrics for both external reports: Spotlight, IMS, ATUs, field insights and internal reports.

• Create business performance reports connecting external and internal KPIs to generate insights and identify new opportunities and challenges.

• Deliver insightful quarterly business performance reports to marketing team.

Marketing Operations:

• Contribute to operational planning aligned with CFT and follow up on execution of agreed upon projects while meeting projects’ KPIs.

• Maintain accurate records of activities and operational plan spend versus plan.

• Initiate, submit, and follow up on operations/execution related required approvals for the country.

• Mobilize the team for efficient execution of marketing activities and projects, implementing KPIs and fostering an agile work environment.

• Streamline operations by ensuring a thorough understanding of Sanofi processes and SOPs (vendor process, ebuy, bidding processes etc.)

• Manage, operate, and maintain electronic systems (One CRM, NAYA, Veeva vault PromoMats, adobe signature etc.)

• Set and coordinate brand periodical meetings (booking slots, setting agendas, meeting minutes and report) for Country

• Understand customer personas deeply, leading content strategies across multiple channels.

• Quarterly revalidation for Plan of Action (PoA) segmentation and ensuring implementation for newly added HCPs.

• Oversee the execution of a global editorial plan and localization content/channel plans with full autonomy.

• Ensure implementation of the Glocal model and effective utilization of Content Localization Hub

• Build strong relationships with creative agencies, leading approved local campaigns from inception to execution while ensuring effective and clear briefing.

• Ensure clear and robust communication through copyediting and proofreading of materials.

Omnichannel, Digital & GTM Transformation:

• Act as a key contributor to the Omnichannel team, driving digital, omnichannel, and GTM transformation.

• Contribute to digital, omnichannel, and GTM transformation by proactively analysing omnichannel metrics and proposing new initiatives to maximize channel utilization, insights generation, engagement, and overall business impact.

• Lead and oversee the development and implementation of innovative digital content strategies to enable customer engagement and create positive value impact on the business.

• Drive the digitalization of patient awareness/activation campaigns, aligning with the overall marketing strategy and country-specific initiatives.

Maintain Compliance 

• Drive the digitalization of patient awareness/activation campaigns, aligning with the overall marketing strategy and country-specific initiatives.
  

Ethical Leadership

• Takes personal accountability to use personal experience and knowledge, as well as the training and tools provided by Sanofi, to maintain a good knowledge and understanding of all ethics and governance relevant to the role (Sanofi Policies and Procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken.

• Escalates any decisions or seek the support of colleagues or management if personal knowledge and understanding is not at the level required to carry out any part of the role.

• To care for his/her own safety and wellbeing and the safety of others, and to cooperate with the company to ensure a safe place of work.  Employees are therefore expected to:

• Support and conform to Company safety rules and procedures to ensure a safe and healthy working environment.

• Report any accident, incident or near miss, whether it be of personal injury or property damage

• Assist in the investigation of accidents with the objective of introducing measures to prevent recurrence.

• Thoroughly read all safety documentation issues by the Company and comply with its requirements. Escalate any doubts or uncertainties to their supervisor and / or manager.

KEY WORKING RELATIONSHIPS

• Marketing Team

• Sales Team

• Medical Team

• Regulatory affairs team

• Internal control

• Medical excellence

• Business operations

• GTMC

• Finance
  

EXTERNAL

• HCPs and KOLs

• Societies representatives

• External vendors

SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS

Education:

• Bachelor’s degree preferably Pharmacy/Medicine.

• MBA or Academic Marketing Degree is preferable.

Experience:

• Minimum of 5 years commercial experience in pharmaceuticals

• At least 2 years of marketing experience is required

• Specialty Care experience is a must
  

Skills:

• Exceptional written and verbal communication skills, capable of articulating complex information clearly and concisely across various channels.

• Proficient in generating insights by analysing diverse sets of data and connecting key information points.

• Strong analytical and problem-solving skills, enabling effective resolution of customer issues and proactive identification of areas for improvement.

• Customer-centric mindset, passionate about delivering outstanding service and cultivating positive customer relationships.

• Proven ability to collaborate and coordinate efficiently with cross-functional teams to achieve common goals, supporting both customer engagement and transformation initiatives.

• Robust project management skills and multitasking abilities, adept at overseeing various customer engagement initiatives, running projects, and planning.

• Flexibility to adapt to evolving business needs and changing customer expectations.

• Knowledgeable in digital solutions integration to enhance patient care.

• Proficient in developing accurate, meaningful, and reliable reports for management and other organizational segments.

• Self-starter with the ability to work independently and collaboratively within a team.

• High accountability, commitment, and task orientation.

• Strong team player with multicultural knowledge and understanding.

COMPETENCY REQUIREMENTS                        

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• Act for Change

• Cooperate Transversally

• Commit to Customers

• Strive for Result

• Think Strategically

• Develop People

• Makes Decisions

• Lead teams