GTMC-Omnichannel Rep Capabilities Manager-Shanghai

About the job

Strategic Context:

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders.  From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities.  We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

GTMC organization will help us to drive best-in-class capabilities across the board and bring value and excellence in our commercial operations, across our portfolio, while propelling the modernization of Sanofi.  GTMC organization aims for:

• Centralization of Go-to-Market excellence and operational tasks across GBUs.
• Standardizing best-in-class capabilities with strengthened global support and verticalization within GTMC from local to global.
• Defining clear ways of working and bringing clarity on interfaces with GBUs, Digital, and executional support on commercial operations from Sanofi Hubs to optimize process excellence and efficiency.

Sanofi Greater China is facing a high pace of changes aiming at making the organization across GBUs more agile and impactful organization, adapting the constantly and proactively the resources to the environmental changes.

As part of Greater China GTMC, our Omnichannel pillar is the definition of Sanofi-wide best-in-class omnichannel engagement strategy, execution and change management, while collaborating closely with Digital to provide Business-empowering tools and solutions.  As a member of the China Omnichannel Team, the OmnichannelReps Capabilities Manager will be accountable to develop and execute the Omnichannel Strategy for best-in-class Rep effectiveness, while overseeing the strategic planning, development, and execution of standards driving Rep engagement and consistency across all Campaign-driven Omnichannel Customer Engagement journeys and platforms.  This role includes the Business Ownership of corresponding digital platforms to ensure enhanced customer engagement and alignment with business goals.

Main Responsibilities:

• Contribute to China Omnichannel Campaign strategy by defining Reps engagement effectiveness, and ensure alignment with key stakeholders (GBUs, GTMC Customer Facing, Digital… ) while using Data & Insights to inform and refine strategy and priorities.
• Lead Reps engagement effectiveness governance: coordinate standards rollout with GBUs and relevant stakeholders.
• Business Owner for Reps digital platforms (CRM, WeCom) and solutions, empowered and accountable to identify and prioritize new features, using business impact and customer experience as main drivers and guaranteeing country level retrofit and homogeneity.
• Partner with GBUs, GTMC, Digital and Turing BO, to define and deploy capabilities required to manage and execute Rep engagement as part of orchestrating Omnichannel Campaign journeys.
• Provide guidance and standards for Reps Omnichannel engagement excellence; including to make Reps Content (eCards, eDA) fit-for-purpose and  impactful, compelling for Customers; while driving continuous improvement.
• Define and contribute Rep engagement effectiveness KPI and tracking to feed into Omnichannel journey orchestration; and ensure closed feedback loop across GBUs, GTMC, Digital and cross-functions by leveraging insights and analytics.
• Define and drive change management plan required for effective adoption of Rep engagement effectiveness standards and solutions at country level with global support as relevant; feeding into overall change management effort.
• Connect with external partners and seek for internal benchmarks and latest trends to identify Reps engagement best practices and innovations to drive engagement against specific business objectives.

Ways of working:

• You will be a member of the China Omnichannel (Campaign Capabilities) Team within Greater China GTMC organization.
• You will collaborate with China GBU, Omnichannel, Digital and global teams to align Omnichannel Rep engagement priorities in line with Brand and GTM Transformation strategies, to achieve Campaign-driven Customer journey Omnichannel orchestration.
• You will build strong partnership with Digital Product to drive delivery of Rep CRM, digital solutions and tools supporting best-in-class customer engagement effectiveness and experience.
• You will foster partnerships and close collaboration between cross-functional (Marketing, Medical, Field Force, GTMC, Digital, LEBI, Communications, Regulatory, Procurement, Finance, P&C) and global teams while driving structured ways of working between teams to provide maximum value and efficiency to business teams.

About you

Work Experience:

• 7+ years (Pharma) Commercial Operations environment with Sales experience as big plus
• 2+ years Multichannel/Omnichannel environment
• Omnichannel / (Digital) Marketing expertise: Omnichannel strategy, Content Management, Process design, Campaign and Channel management, Data strategy
• Solid understanding of Rep management ecosystem, processes as well as related digital landscapes and trends: tools, platforms and ecosystems
• In-depth understanding of pharmaceutical industry and related regulations
• Thrive in fast-paced engagements and experienced in matrix organizations/project teams
• Bring project management and team leadership experience to ensure the correct pace of the Omnichannel acceleration in accordance with the business needs and company-level strategy
• Ability to lead change while achieving business goals & objectives, act for change – challenge the status quo – be persistent and resilient

Skills and Competencies:

• Strategy: Strategic mindset, analysis and planning; ability to have Big picture, while also going deep to connect critical details; ability to Prioritize , make quality Decisions, and Act with Purpose
• Business: Strong business acumen; Marketing prowess and Omnichannel management; over achievement against set objectives
• Communication: Excellent interpersonal skills to communicate, present, persuade and argument among internal teams and partners; excellent English and Chinese (written and oral)
• Leadership: Engages others through active communication; Demonstrates a high-level drive, passion and ambition for maximum impact; Resourceful and well-developed time management skills; helping teams Prioritize tasks and plan workloads to optimal effect and efficiency; Strong relationship builder; Seeks out win-win opportunities against shared goals

Personal Characteristics: Accountability; Stress management; Fast learner, growth mindset, constant looking for improvement; Self-starter with resourceful, pragmatic, and value-add approach; Agile, Customer- and goal-oriented; Listening skills, empathy, to understand the needs and objectives of the different businesses and stakeholders