Customer Engagement Manager

• Job Title: Customer Engagement Manager. Influenza & COVID-19
• Location: Barangaroo, Australia
• Job type: Full time

Position Overview/Key Responsibilities 

Position Summary: 

• Contributes to the activation and amplification of the global franchise and brand strategy to deliver growth in-market. Is responsible for leading the development and implementation of the integrated Vaccines Customer Engagement Strategy with cross functions, with the intent to create a best-in-class customer approach for all stakeholders of Sanofi Vaccines. This leader will report to the South Korea, Australia and New Zealand Head of Influenza and COVID. 

• This individual will lead the cross-functional team responsible for translating the Vaccines strategic imperatives and customer insights into a communicable end to end customer engagement strategy above the business franchises. Ensuringthe strategy is well understood and executed consistently within different businesses. This position will directly interface with senior leaders, global marketing, customer facing positions and agency partners, as well as with all relevant internal functional team members. 

Key Responsibilities: 

• Lead the annual cross functional brand planning processes including prioritization and project creation. Develop a coordinated approach, timing and template for the brand planning process and work across the Vaccines business unit to deliver a harmonized document. 
• Create and complete the content strategy plan and oversee the country execution of the brand plan. 
• Lead the development of customer engagement plans aligned to brand plans and GTM plans.
• Lead the customer journey creation and identify areas of improvement to enhance customer satisfaction, loyalty and overall experience. Leverage data to develop an understanding of customer preference to tailor the communication and impact.
• Adapt global content in partnership with external agencies and meet local regulatory requirements
• Foster effective communication across divisions and departments
• Sanofi preparation for external events

Experience 

• Understanding of all function’s contribution to customer experience, build trust and liaise optimally with Commercial, Medical, Corporate Affairs, Market Access and Supply Chain. 
• Bring a digital first and innovative mindset to tactic formulation, execution and measurement. 
• Experience in Omnichannel strategic development in a multi-dimensional and rapid changing environment. Ability to prioritize & deploy Omnichannel tactic in working across multiple healthcare environments in a transversal environment. 
• Championing Agile ways of working to deliver tactics developed globally and executed locally. 

Key Capabilities: 

• Experience and proven ability to build customer engagement strategies 
• Demonstrated ability to synthesize data into a few clear trends and areas of focus 
• Ability to influence, mobilize and manage a complex set of internal and external stakeholders 
• Strong business and science background 
• Strong analytical and strategic thinking skills 
• Performance orientation and ability to work and deliver along agreed timelines 
• Experience in life sciences brand/product commercialization 

Basic Qualifications: 

• Minimum requirements: BA or BSc; MBA or other advanced degree is a plus. 
• Minimum 3 years in life sciences and healthcare with experience in multiple therapeutic areas and functions.
• Specific digital project experience including a working understanding of Agile 
• Previous experience is Vaccines and/or Consumer Healthcare/FMCG is a plus 

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.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!