Customer Engagement Lead (Heros)

Salary not available. View on company website.

Sanofi Inc., Reading

Full time
Temporary
Onsite working

Posted 1 week ago, 11 Dec | Get your application in now before you're too late!

Closing date: Closing date not specified

job Ref: 358279fe39b3412ca0de6270c20c76ce

Sanofi Inc.

Full Job Description

This role is the "Heros" customer engagement lead, 1 of 3 each focused on a combined content+customer segment:
Heros : one-off, high-investment, WOW factor content which comes out a few times a year. We use "hero" to name our loyal customer segment, who are converted and wants high value-add content as opposed to basic product info. This matches the Hero content strategy. Hero content has 'overflow' impact across all segments (e.g. conferences)
Hub : frequent, regular push and reliably useful content e.g. helping customers along the adoption ladder. We map this onto our regular users, who are serviced by our field teams. Here both product and non-product content is key
Hygiene : always-on, on-demand (pull) basic content, designed to meet existing needs/questions. We map this to our low priority customer segment who are infrequent users but do expect some basic support
Be a business owner responsible for managing a part of the CMB Portfolio P&L
Own a part of the portfolio (e.g. 1 brand or 2 smaller brands) in terms of financial forecasting and budget management, as well as supply management and coordination with X-functional partners (supply, regulatory, trade, medical, finance, etc.)
Focus execution resources in-line with glocal strategy and deliver maximum impact for customers and patients
Own the downstream marketing plan (IGP) and deliver the omnichannel customer journey for the Heros customer+content segment
Deliver the right quality and quantity of content to support the Heros customer+content segment
Collaborate with medical, leverage global tools (CLH, Veeva, Tag) and be the owner of content excellence in market (owner of promo-Mats materials, briefings, liaising with Global GTMc teams)
Seek opportunities to leverage creative innovations from across Sanofi to better serve the Hero customer needs
Provide feedback to Global on process and outcome
Drive the strategy-execution-outcome feedback cycle in the agile team by championing performance management and learning
Project lead any key Heros segment project/content/event, and own the customer journey for these end-to-end (content, channel, KOL engagement, execution) e.g.
The top 2-3 major congresses for our two growth brands
1 Major educational symposium / P2P event per brand
Coordinate and play a triage role between field and medical HQ with regards to strategic partnerships (including budget control)
Enter the field (with CES/medical) to learn/listen or execute co-creation at least 1X per month
Role model growth mindset, & be a catalyst for transformational change, think future forward
Own operational tasks and don't hesitate to roll up your sleeves, but actively think of how to simplify, remove low impact work, and anticipate the growing role of GTMC Hub services in Sanofi
Push the boundaries of the hero-hub-hygiene strategy and help innovate how EP go-to-market can be even more engaging for customers and efficient in the future

Expertise of various digital and non-digital channels and how these can be optimised to improve Customer Experience
Ability to vision, shape, develop, and execute an operational customer engagement plan within a global IGP process
Understanding of Objective and Key result principles to ensure effective implementation, measurement and KPI setting
Ability to balance global and local needs, from customers to company constraints, ability to simplify and prioritize in a complex X-functional environment
Self-motivated, pro-active, strategic thinker with ability to deliver execution excellence with a customer centric approach
Strong financial acumen / experience having strong business accountability
Customer focused: interested in and energized by engagement with the customer, empathetic and keen to understand people
Ethical leader but able to undertake thoughtful risk taking to support business opportunities and innovative practices
ABPI Level 3 certified

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., 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.

Bring the miracles of science to life alongside a supportive, future-focused team
Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally
Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact
Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks' gender-neutral parental leave

Customer Engagement Lead (Heros)

Full Job Description

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