Customer Experience Specialist

Job title: Customer Experience Specialist

• Location: Bilbao and Cornisa Cantábrica
• 40% Remote working and 60% of travel expected  

About the job

Our vision is to lead in Transplant therapeutics by partnering with stakeholders to shape new standards of care, delivering innovative solutions that offer organ preservation, extended life-years, and improved patient QoL.

We're building a pipeline targeting key disease pathways and creating a new paradigm with a first & best-in-class cGVHD therapy uniquely targeting both inflammatory and fibrotic pathways, initially for patients after failure of 2 systemic treatments.

The CES mission is to enable life-changing outcomes and redefine QoL for transplant patients and caregivers affected by cGvHD.

To ensure successful launch and establish our therapy as the leading cGVHD treatment, we will drive awareness across specialties, advance early diagnosis, and improve patient access.

We seek a highly motivated, proactive person interested in shaping cGvHD management to improve patient disease course and QoL.

As a CES, you will drive our product launch and growth success across assigned accounts in your territory.

Reporting to the Sales Lead, this field-based role is key to achieving Transplant Team ambitions and contributing to Sanofi's future success.

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.



Main responsibilities

During Pre-Launch:

• Identify and engage key stakeholders across Transplant Centers (hematologists and other specialties involved in cGvHD), developing tailored engagement plans.
• Conduct segmentation and profiling of relevant HCPs to adapt visits and messaging.
• Gather field insights and competitive intelligence, sharing findings with Sales, Marketing, Customer Engagement & Medical Teams to inform strategy.
• Develop customer-focused plans aligned to Brand Strategy.
• Orchestrate unbranded awareness campaigns leveraging Sanofi channels across the geographical area.
• Strengthen disease and product knowledge through congresses and scientific meetings.
• Build valuable, ethical HCP relationships based on quality medical information.
• Foster Multidisciplinary Teams and strengthen Sanofi's image in the Transplantation field.

During Launch:

• Achieve sales goals and qualitative performance targets in the assigned area.
• Refine HCP segmentation and profiling to optimize visits and messaging.
• Develop and implement customer-focused commercial projects to improve patient care.
• Execute plans aligned with Brand Strategy in collaboration with Medical, Customer Engagement, and relevant functions.
• Continuously collect and share field insights and competitive intelligence to adjust strategies.
• Organize local symposia, workshops, and participate in national/international meetings.
• Ensure medication availability across all centers in the territory.
• Maintain full compliance with ethical standards, Sanofi's code of conduct, and applicable regulations.
• Build strong Sanofi image & reputation in the Transplantation field.

About you

Experience: 

• Strong background as commercial representative, desired in hematology, oncology, transplant, immunology and/or rare disease field.

• Extensive Knowledge of the Health System Business, decision-making processes, and market trends.

• Demonstrated marketing, project management and digital competencies (i.e. implement omnichannel strategy…) and experience in key account management including mapping accounts, collecting insights, and establishing account plans for introducing new products at Hospital level.

• Strong drive to deliver results while working collaboratively with a cross-functional team.

Technical Skills:

• Agile learner with entrepreneurial mindset, able to manage objections and develop 360° account plans.
• Strong data analytics capabilities and technology proficiency (MS Office, CRM, Power BI, AI tools, omnichannel approach).
• Scientific knowledge in Immunology, Hemato-Oncology and/or Transplant.

Soft Skills:

• Autonomous, fast learner with Agile mindset, and strong results-orientation.
• Collaborative team player across functions (Transplant, Hematology, General Medicine), with innovative and proactive approach.
• Strong commercial acumen, exceptional networking, and negotiation skills.
• Excellent communicator, able to build trusted relationships with HCPs and external stakeholders.
• Analytical, problem-solving mindset with strong adaptability and organizational skills, able to manage multiple priorities simultaneously.
• Empathetic, with willingness to travel (min. 80% customer-facing activities)

Education:  

• Bachelor's degree in Science preferably (Pharmacy, Biochemistry, Biology, Chemistry…). Ideally complemented with a commercial training or master. 

• Valid driver’s license. 

Language:

• Spanish native language. 

• English (reading and understanding, speaking highly desired).

Why choose us?

• Bring the miracles of science to life alongside a supportive, future-focused team. 

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. 

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. 

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

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