Customer Engagement EPOC

Sanofi is implementing an ambitious plan called “DRIVE” complementing our Play to Win Strategy with 3 main objectives (i) keep fuelling our pipeline (ii) make Sanofi a modern science-driven healthcare company (iii) serving our patients.   

In this context, Sanofi made the decision to evolve its commercial model from GBU-specific country organisations to a more standardized and consistent approach, boosting efficiency.    

As we advance in the implementation our Play To Win strategy in the LATAM MCO, We are also adopting a new way of working from a local to a regional configuration. 

LATAM is a very large region, each market has different stages of development and maturity, so there are local considerations that new positions will play a significant a critical role to translate, integrate, accelerate and collaborate for the benefit of our patients.

KEY DIMENSIONS:

SCOPE & SCALE

The “Customer Engagement” role is designed to focus exclusively on strategic discipline and customer engagement at product/indication level for local markets. This role assumes paramount importance in having an holistic local market understanding and directly engaging with customers, understanding their needs and preferences, while delivering seamless and consistent customer experience. As a result, enhance customer satisfaction and loyalty and ultimately, improvement of patient outcomes.

RESPONSIBILITIES

Customer Strategic Focus (How to win) :

Responsible to orchestrate all actions related to product activation aligned with the country/geography objectives and with LATAM brand leads. Identify key opportunities to enhance engagement and satisfaction while anticipating market changes, dynamics in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving competitive landscape.

Customer Engagement Strategy and Execution:

Develop and implement a comprehensive customer engagement strategy that prioritizes direct, meaningful interactions, leveraging insights to drive engagement and satisfaction, integrating all customer interacions into one single customer strategy.

• Design customer journeys: Map out comprehensive customer journeys for each persona, identifying key touchpoints and opportunities to engage and add value
• Analyze touchpoints across the customer journey: Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement
• Customer Persona Development: Craft detailed customer personas based on robust data and insights, enabling the team to deeply understand the motivations, challenges, and behaviors of different customer segments.

• Go-to-Market
  • Channel Assessment & Choices: Conduct thorough assessments of available go-to-market channels, evaluating their effectiveness in reaching target customer segments. Make strategic choices about which channels to prioritize based on alignmenet with customer preferences and behaviors, ensuring efficient and impactful reach
  • Call Plan by Channel: Develop detailed call plans for each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates
• Omni-Channel Engagement: utilize an omni-channel approach to map and analyze customers adoption in alignment with customer journey and across multiple platforms with the objective of optimizing these interactions for a seamless and positive experience.
• CustomerInsights: collect and analyze customer feedback and insights to identify areas for improvement and change course to address pain points and manage customer expectations
• Mastering LATAM Matrix: Work closely with Brand Leads to ensure that engagement strategies complement and amplify brand strategies, align with the overall objectives
• Cross-Functional Collaboration: Work closely with local Sales, Access, and prioritized  areas to ensure that engagement strategies are fully and flawlessly implemented 
• Action Plan Development and Execution: Develop and execute a detailed action plan that aligns with brand goals and key focus areas, ensuring resources are effectively allocated and timelines are met to achieve strategic objectives. 
• Drive an Agile mindset with the transversal team when possible propeling an innovation mindset while optimizing processes and systems to ensure a seamless and positive customer journey
• Compliance: Respects corporate commitment and compliance guidelines. Ensure that all products within the portfolio comply. Monitor product compliance and work closely with Pharmacovigilance.   
• P2W Ambassador: Be an inspirational leader by supercharging our Play to Win Strategy, Behaviors, and unique culture. Lead and attend our sanofians to thrive transformation and change.   

ROLE CHALLENGES (Strategic Planning Period)

• Support the creation of LATAM Region while adopting a multi-country mindset that translates global expectations and fullfils local needs.
• Accelerate ditigal transformation and Agile methodology (e.g. Leveraging data and AI) to accelerate & scale -up new operating models.
• Successfully adapt / evolve ways of working while delivering business results / avoiding business disruption. 

ABOUT YOU:

• Education Background: Bachelor’s degree in science, MBA is a distinct advantage.
• Industry Expertise: Deep understanding of the pharmaceutical industry’s regulatory environment, local market dynamics, and the healthcare ecosystem specific needs and behaviours
• Customer Engagement Relevance: Proven experience in developing, adjusting, and leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a tracked record of delivering exceptional customer experiences and a deep understanding of customer engagement channels, platforms and tools.
• Customer-Centric Mindset: A deep understanding of local healthcare ecosystem, professionals’ and patients’ needs and expectations, enabling the development of strategies and messages that resonate and deliver value
• Language Proficiency: Fluent in Spanish and advanced English

Must have:

• Customer Engagement Strategy Execution: Proven track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty.
• Experience in Customer Engagement: Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of delivering exceptional customer experiences and a deep understanding of customer engagement channels and tools.
• Digital Transformation Initiatives: Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics.
• Digital engagement tools and platforms: with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication.
• Agile Project Leadership: Demonstrated ability to manage projects using Agile methodologies, effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment.
• Regulatory compliance: Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry.
• Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. CX professionals need to identify and map out the various touchpoints and interactions customers have with the company, from initial awareness to post-purchase support.

Soft and technical skills: 

• Leadership and Communication:  Cross-funtional leadership and communication skills, capable of influencing and coordinating diverse teams and engaging effectively with wide range of stakeholders across different cultural and regulatory landscapes.
• Analytical and Strategic Planning: Strong strategic planning and analytical skills, with the ability to interpret complex market data and insights into actionable strategies. This includes a deep understanding of how to leverage an integrated customer engagement approach for maximum impact 
• Customer-Centric Mindset: A deep commitment to understanding and prioritizing the customer’s needs and preferences. Demonstrated experience in implementing strategies that enhance customer satisfaction and loyalty is essential.
• Adapability and Creativity: Flexibility to adapt strategies in real-time based on customer feedback and market changes, and creativity in finding new ways to engage and delight customers
• Collaborative skills: Strong collaborative skills to work effectively with Brand Leads and cross-functional teams, ensuring alignmenet between customer engagement and brand strategies.
• Ability and mindset to adapt to new ways of working such as Agile. Leveraging Agile methodologies for cross-team project and initiatives.

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