Customer Experience Planner

Customer Experience Planner - Mumbai

Reporting to - Zonal Commercial Lead

About Sanofi:

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Strategic Context

Sanofi is an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Now, with its Take the Lead Strategy the objective is to make a greater impact on patients, healthcare systems, and society at large scale. This means (i)  pioneering an innovative pipeline and executing transformative launches at scale to bring life-changing new medicines and vaccines to more people, more quickly (ii) modernizing and deploying resources with agility (iii) building a sustainable business that tackles the most urgent healthcare, environmental, and societal challenges of our time 

Sanofi India  is implementing an ambitious transformation plan  aligned with our Take the Lead Strategy and Values,  with 3 main objectives (i) achieve our target growth for the Diabetes portfolio in Public and Private market (ii) Foster empowerment and autonomy at customer level to create a customer centricity approach (iii) Implement  contemporary ways of working for better efficiency

Main responsibilities:

The Customer Experience Planner is responsible for bridging the gap between HQ strategy and field execution, ensuring consistent customer experience across all touchpoints while driving data-driven decision making within the organization. his role is pivotal in orchestrating omnichannel customer engagement and facilitating cross-functional collaboration to deliver superior customer value.

Strategic Planning & Execution:

• Identify and develop regional customer engagement plans in collaboration with Squad and HQ franchise teams
• Drive and coordinate customer engagement initiatives by translating global/brand strategies into field tactics
• Support strategic planning and ensure alignment between brand objectives and field execution
• Regional campaign planning with proper budget control

Cross-functional Collaboration & Liaison:

• Liaise with Zonal Commercial Leads on market development & brand engagement activities aligned with Customer Engagement Managers (CEM)
• Work in close coordination with Key Account Managers (KAMs) to ensure smooth transition of every account to the calling list of field teams for meaningful engagement
• Bridge between HQ and commercial team based on analysis of campaign feedback, insight, execution KPIs and objective evaluation
• Facilitate collaboration between Commercial Leads, Squad Leads, and HQ teams

Data-Driven Decision Support:

• Support and facilitate data-driven decision-making for Squad teams by providing regular performance data and analytics
• Alert RBMs on SFKPIs of each center & monitor outcome efficiencies of efforts
• Analyze campaign feedback, insights, and execution KPIs to continuously improve engagement strategies

Omnichannel Orchestration:

• Play the bridge role between HQ omnichannel customer strategy by franchise and field force execution
• Recognize customer channel preferences and orchestrate seamless experiences
• Partner with Commercial Lead on omnichannel and KOL engagement planning and feedback

Event & Speaker Program Management:

• Log speaker engagement programs & liaise with Medical Operations
• Coordinate slides & documents required for sessions
• Implement regional events, speaker programs, and strategic initiatives

Agile Ways of Working:

• Act as Zone Scrum Master, facilitating agile ceremonies and processes
• Foster collaboration and agile work seeking to become a self-organized team
• Promote continuous improvement and adaptation

About you

• Experience -5+ years of working in pharma commercial teams. Strong India Healthcare system knowledge in Public and Private market along with proven track record in diabetes/chronic disease management
• Skills - Data Analysis, Scrum master, omni channel customer engagement, Strategic and innovative thinking, Conceptualizing, Achievement oriented, Teamwork & Collaboration, Influencing & execution, and Monitoring & evaluation, learning agility
• Education :  Graduate degree in Science/ Pharmacy, master’s degree in business administration with Marketing Specialization
• Regional Experience - Prior experience / understating of respective region/market is preferred
• Proven track record in diabetes/chronic disease management is preferred
• Candidates with prior experience in similar Gigs / stretch assignments in collaborative environment will be preferred

Critical experiences needed to be successful in the role:

• Sales & Commercial Background: proven solid senior and dynamic sales / promotional / commercial experience in Pharma/biopharma or HealthCare industry.
• Customer Engagement Expertise: Proven experience in developing and executing customer engagement strategies, with a deep understanding of customer needs and preferences across different channels and touchpoints.
• Omnichannel Orchestration: Experience in coordinating seamless customer experiences across multiple channels, with the ability to recognize channel preferences and optimize engagement accordingly.
• Cross-functional Collaboration: Demonstrated ability to work effectively across functions and facilitate alignment between diverse stakeholders, including field teams, marketing, medical, and other support functions.
• Data Analytics & Insights: Strong analytical skills with experience in interpreting performance data and translating insights into actionable recommendations for field teams and marketing.
• KOL Management: Experience with key opinion leader engagement, speaker programs, and scientific communication requirements in the pharmaceutical industry.
• Agile Methodologies: Familiarity with agile ways of working, including experience as a Scrum Master or facilitator of agile processes and ceremonies.
• Medical knowledge and ability to translate for the customer