Customer Engagement Lead - FLU

Location: Martinez - Buenos AiresType of role: Permanent - Full time

About the job

The Customer Engagement Lead will co-build and implement the brand strategy for key products at cluster level, ensuring their growth and positioning in public and private markets.

The Customer Engagement Lead role is designed to focus on ensuring a flawless experience across the customer journeys for key customers including (but not limited to) HCPs, vaccination centers, pharmacy chains, distributors and lay public at the cluster level. This role assumes paramount importance in directly engaging with customers, understanding their needs and preferences, and driving strategies that enhance their satisfaction and loyalty.

Customer Strategic Focus: Lead the development of a customer-centric strategic focus that aligns with overall business objectives, identifying key opportunities to enhance engagement and satisfaction.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 segmentsCustomer Journey Mapping: Map out comprehensive customer journeys for each persona, identifying key touchpoints and opportunities to engage and add valueCustomer Engagement Plan: Design and implement a strategic customer engagement plan that leverages identified personas and journey insights with detailed specific activities, channels, and messages tailored to engage each segment effectively, driving meaningful interactions and building strong relationshipsGo-to-MarketChannel 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 alignment with customer preferences and behaviors, ensuring efficient and impactful reachCall 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 ratesGlocal Context Elaboration: Articulate a “local” strategy that balances the MCO brand strategies with local market nuances. This involves ensuring to bring all the necessary insights so Marketing may adapt the global engagement initiatives to fit cluster customer preferences and regulatory environments, ensuring strategies are both globally and regionally aligned, and also locally resonant.

Main Responsibilities

Lead and execute innovative customer engagement strategies within the cluster, prioritizing direct interactions with customers. The role aims to embody and advocate for a “Customer First” philosophy, ensuring that all engagement initiatives are deeply aligned with customer needs, thereby driving satisfaction and loyalty.

Customer Engagement Strategy: Develop and implement a comprehensive customer engagement strategy that prioritizes direct, meaningful interactions, leveraging insights to drive engagement and satisfactionDesign customer journeys: Ensure the personalization of customer interactions & content across channelsAnalyze touchpoints across the customer journey: Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagementContent Strategy Plan: Develop the adapted content (when needed) from the MCO content set , on a glocal manner, in respect of the regulatory frame & in coordination with the dedicated partner functions (medical, regulatory...)Collaboration with Brand Leads: Work closely with Brand Leads to ensure that engagement strategies complement and amplify brand strategies, align with the overall objectivesOmni-Channel Engagement: Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they areMap out the entire customer journey, identifying touchpoints across various channels at the cluster levelAnalyze how customers interact with the brand at each touchpoint and work with the Omnichannel business partner, to optimize these interactions for a seamless and positive experienceCustomer Insight and AnalysisCollect customer feedback and insights to identify areas for improvement with the Brand LeadsEnhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectationsCross-Functional Leadership: Lead the customer engagement with a strong “Customer First” ethos, empowering team members to innovate and excel in their engagement initiativesWork in close cooperation with the salesforce optimizing processes and systems to ensure a seamless and positive customer journeyEnsure that employees understand and deliver a positive customer experience is a key aspect of CX roles. This involves training employees to meet customer expectations and handle various customer interactions effectivelyWork in Agile when possible with the transversal team when possible, with an innovation mindsetA leader who can position him-herself and interact with any kind of professionals (from global senior leaders to client, sales force and/or other stakeholders)A game changer who has previous experience in digital campaigns and can definitely think out of box (Consumer healthcare, FMCG or retail experience is a plus)A patient driven professional who understands the importance and perks of market access to achieve brand goalsA team playerA responsible and committed individualSomeone who will work inside Sanofi ethics and compliance framework together with medical department

About you

Education and Experience

Experience in marketing / commercial areas. Minimum 2 years' experience in a brand management positionBachelor's degree required. Analytical profile: marketing / engineering / business administration / economicsDigital marketing certifications and/or higher education degrees preferredEnglish language, high level (spoken and written)

Soft & technical skills

Great interest in continuous learning and frequently facing challengesPassionate about finding “out of the box” solutions that allow us to rethink the way we workFlexibility to adapt to changes and be able to capitalize on themAbility to work cross-functionally with excellent interpersonal skillsCommunication and presentations skillsDigital communications/marketing, strategy, market analysis

30% availability for travelling (nationally & internationally)

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

#LI-LATAM 

#LI-HYBRID

Pursue progress, discover extraordinary

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!