Customer Experience partner

Job Title: Customer Experience Partner - CXP

Hiring Manager: Ahmed Refat - RD Sales and Customer Engagement Head

Job Purpose

• Autonomously accountable for territory level business performance
• Self-responsible for individual target, ensure achievement of sales objectives, deliver, and promote key messages about SANOFI’s products to Customers through reaching them on the right channel, with the right message, at the right time to achieve overall business objective within defined Area/ Squad.   
• Implementing the company’s strategy, policies and demonstrating broaden Play to Win mindset within teams. 

Key Accountabilities

Manage great customer experience: 

• Ensure the understanding and execution of the relevant Customer Journey & 
• Support of key customers in the specialist /GP with the aim of increasing the prescription of Portfolio, to improve patient life’s and needs,   
• OCCP planning respecting customer persona individualization.
• Implementation and regular monitoring of the individual customer journey by leveraging the cross functional teamwork with HQ teams.

Superpower: One CXP as digital, scientist, navigator, WoW & Social Specialist per Area/Squad

Performance and Business Acumen

• Self-responsible for individual target activities and sales performance.
• Hold the shared responsibility of Squad performance.
• Ensure the up-to-date market intelligence, account situation and competitive activities and rapid feedback to the HQ

Support and Promote company’s products value and image:

• Deliver/Customize the product message given from Customer support team and implement the product strategy. Effectively apply knowledge and skills into day-to-day professional activities.
• Differentiate value of SANOFI brands against competitors by understanding customer’s medical diagnosis and utilizing digital tools as required by the company in a timely manner.  
• Regularly conduct qualitative customer feedback, competitors’ activities, ongoing market trends and product’s performance reports.
• Maintain good relationship with KOLs,DOLs to ensure their loyalty and their support to company’s business.

Facilitate & Sustain access of Sanofi Products

• Expand SANOFI business with all lines & functions.
• Anticipate future changes, risks & opportunities affecting Sanofi’s position & communicate them across teams.
• Collaboration with GBUs & functions e.g.: PHI/UHI/NHI/OSF to expand own business.
• Seek/expand new opportunity/new channels for the portfolio.

Team Player

• Engage in the Squad performance and initiatives.
• Collaborative mindset to support the colleague CXPs improvement.
• Takes initiative & leverages network, academics, digital or innovate ways outside his\her own area to create learning opportunities.
• Create networks outside of own team.

Health Safety and Environment Responsibilities

• Comply with company procedures and current regulations on hygiene and safety.
• Safely use the work equipment, dangerous substances, and preparations as well as the supplied collective and personal protective equipment according to the instructions received.
• Promote and follow the HSE rules and ‘Act responsibly’ to protect yourself and others from an injury and ill health conditions while at the work locations and/or while using road e.g., traffic rules, emergency evacuation procedure, medical surveillance, healthy lifestyle etc.
• Engage the HSE department in the related activities (where applicable) and be sure that the work performed follows the local HSE regulations, Corporate HSE Policy and key requirements.
• Follow the company’s road safety program.
• Attend HSE training.
• Promptly report to your manager any dangerous conditions of which you become aware.
• Reporting any occupational injury/ preventable car accident within 24hrs to the direct Manager and HSE manager.
• Maintain vehicle safety data UpToDate and submit reports to HSE as requested.
• Retain vehicle maintenance records and submit data as requested.
• Completion of assigned HSE trainings within the due date.

Other responsibility

• Perform other duties as assigned.
• Respect of company’s values, code of ethics and social charter.
• Respect of personal data protection charter.

Qualifications and Requirements

Language skills:

• High level of English proficiency and communication skill

Education:

• University Graduate with medical background.

Experience & knowledge:

• Proven track record in achieving sales results and account management.
• High level understanding of GTM operation and capability.

Capabilities in line with CFT (Customer Field Transformation) competency

• Understanding of Advancing customer decision making process, Customer Performance Management, professional effectiveness & how to differentiate Sanofi customer experience.
• Understanding and demonstrating value of products and services
• Orchestrating and executing customer Multi Channel Engagement strategy.
• Segmentation and Go-to-Market Strategy understanding.
• Utilising customer insights for planning and execution.
• Collecting customer insights
• Applying Digital Capabilities to Business Solutions.
• Facilitating and sustaining access to Sanofi products and services for planning and execution

Mindset & attitude

• Collaborative team player & networker (entrepreneurial)
• thinking in the Squad while keeping the Squad dynamics in mind, seeks for Squad success rather than individual success
• Agile Mindset: Self-reflection, critical faculties, willingness to challenge the status-quo.
• Autonomous: Self-organized to develop new competency and capability for GTM transformation

Take the Lead Values

Aim Higher

Focus on what matters, set high standards and move with urgency, learning from setbacks as we go to achieve higher performance.

Act for Patients

Never compromise on integrity, eliminate barriers and partner with others to go faster and further for patients.

Be Bold

Take thoughtful risks, seize opportunities and think beyond what's possible to accelerate our science and drive compelling growth.

Lead Together

Build trust and collaborate openly on our shared goals, celebrate collective wins and foster a sense of belonging. 

PursueProgress. Discover Extraordinary.

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

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

Watch ‘One day at Sanofi’ and check out our Diversity Equity and Inclusion initiatives at sanofi.com!