The Customer Engagement Manager role is expected to contribute to the activation and amplification of the MCO franchise/ category/ brand strategy to deliver growth within a local market. It is an individual contributing role with a strong cross functional collaborative skill. This role directly engages with customers, understands their needs and preferences, and implements marketing strategies that enhance customer satisfaction and loyalty.
Main responsibilities:
- The role is responsible for achieving sales and profitability targets, and driving team performance and engagement as we'll as planning and deploying financial and other resources for the business
- Create Integrated Brand Plan for established products and Portfolio with glocal and transversal approach keeping in focus Market /Competition Landscape
- HCP and Patient needs
- Achieve sales & profit objectives for assigned brands Deep understanding of the Products and Portfolio assigned- Its Key Differentials vs Competition and stakeholders including Patient Advocacy groups
- Understand and build need specific access support for channels like Reimbursible institutions like ESIC, Army, CGHS and Railways
- Conduct Market Research with GTMC and have analytical skills to take data driven decisions on preferences, and implementing strategies that enhance HCP satisfaction and loyalty
- Glocal Context Elaboration : Develop and Adapt customer/brand value propositions aligned with Glocal Strategy and scientific initiatives to fit local customer preferences and regulatory environments, ensuring strategies are both globally aligned and locally resonant Supports Sales Team who directly engages with customers, understanding their needs and challenges
- Omnichannel strategy: Collaborate with GTMC to identify Key Channels and messaging for consistency and optimal efficacy
- Work in close collaboration with the MCO Brand Lead to feed the MCO/global strategy with customer insights, competition information & market trends
- Work in Agile when possible, with the transversal team with an innovation mindset Attend to administrative matters in an accurate, timely and audit-compliant manner
- Ensure all marketing activities comply with relevant Acts, Regulations, Pharma code of conduct and ethical standards
- Work with the training department to come up with the right learning and development strategy based on the business needs
- Identify Innovative Touch points in patient journey / Strategies to optimize Access
Role challenges in 2024-2025 (Strategic Planning Period)
- Launch preparedness / readiness for new products in Lysosomal Storage disorders or Blood Disorders Integrate specific points related to the ongoing market challenges, competition, launches, authorities challenges, etc
- Successfully adapt / evolve ways of working while delivering business results / avoiding business disruption specially through reimbursable institutions
- Champion glocal and transversal ways of working by fully leveraging centralised and standardized Sanofi frameworks (eg, GTMC, MCO teams)
- Ensure full alignment with MCO strategies, pricing and foster seamless collaboration with MCO teams
Main requirements:
- Education Background: Graduate degree in Science/ Pharmacy, with a management qualification
- Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry s regulatory environment, market dynamics and customer engagement
- Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. Ability to identify and map out the various touchpoints and interactions customers have with the company
- Out of the box thinker, always searching for new opportunities
- Technical proficiency: Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies
- Strong communication skills
- Role model of PTW behaviors
Work Experience:
- About 5-7 years experience in pharmaceutical industry,
- Proven track record of developing and implementing successful customer engagement strategies that have significantly improved Brand adoption & loyalty
- Experience in working on pre-launch activities and launching new products is preferred.
- Effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment
- Project Management experience is a plus
- 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.
- Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics.
- Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry.
Professional skills that make the difference:
- Demonstrated ability to lead by example, fostering a Customer First / Customer centric culture within the team and across the organization.
- 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.
- 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.
- Strong collaborative skills to work effectively with MCO Brand Leads and cross-functional teams, ensuring alignment between customer engagement and brand strategies.
- Proficiency in digital engagement tools and platforms, with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication.
- Ability and mindset to adapt to new ways of working such as Agile. Leveraging Agile methodologies for cross-team project and initiatives.
- Languages : Fluent in English
