Flu Customer Engagement Manager

Job title:Flu Customer Engagement Manager​

• Location: ES Barcelona / Edificio Meridian
• Job type: Permanent, Full time

About the job

Role Objective

The Customer Engagement (CE) role is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in directly engaging with customers, understanding their needs and preferences, and driving engagement plans that enhance customer satisfaction and loyalty.

The role aims to:

• Develop market and customer knowledge with strategic collaboration

• • Understand the Spanish vaccine market, including the functioning of national and regional scientific societies, to map them and generate collaboration opportunities

  • Identify key customer needs (KOLs, Public Health, Scientific Societies) and create spaces for interaction (congresses, meetings, projects)

  • Maintain effective customer interactions with solid knowledge of Sanofi products and competition

  • Understand regional plans and collaborate with RTMs/MSLs to complement and maximize implemented actions

• Foster internal collaboration and cross-functional alignment

• • Create interaction spaces with RTMs and MSLs (joint MSL-RTM-CE forums) to understand field needs and contribute ideas aligned with brand strategy

  • Bridge national projects and their regional adaptation, leading the national-regional co-creation process

  • Collaborate closely with Medical Advisor (MA) in co-creating materials and projects from inception

  • Coordinate with Communication and Digital (GTMC) areas to optimize visibility, coherence, and impact amplification

• Develop strategic materials and content

• • Act as a facilitator of tools and projects, ensuring they are adapted to local needs

  • Develop materials aligned with strategic objectives through co-creation with Medical and Marketing, adapted to customer type and channel

  • Plan omnichannel content, ensuring coherence across channels and messages

• Organize, monitor and evaluate actions

• • Organize and coordinate events (scientific meetings, workshops, regional forums) and monitor their impact

  • Translate insights into strategic and tactical plans ("insight to message"), leveraging CRM, meetings, and forums

Role Responsibilities

Lead and execute innovative customer engagement strategies within the assigned country, 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 satisfaction.

• • Design customer journeys: Ensure the personalization of customer interactions & content across channels.

  • Analyze touchpoints across the customer journey: Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement.

  • Content Strategy Plan: Develop the adapted content, on a glocal manner, in respect of the regulatory frame & in coordination with the dedicated partner functions (medical, regulatory...).

• Omni-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 are.

• • Map out the entire customer journey, identifying touchpoints across various channels.

  • Analyze how customers interact with the brand at each touchpoint and work to optimize these interactions for a seamless and positive experience.

  • Work closely with GTMC team.

• Customer Insight and Analysis:

• • Engage with customers face to face (through visits, meetings and congresses) in close collaboration with RTM team when applicable and medical.

  • Collect customer feedback and insights to identify areas for improvement and enhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectations.

• Cross-Functional Leadership: Lead the customer engagement with a strong "Customer First" ethos, empowering team members to innovate and excel in their engagement initiatives.

• • Work in close cooperation with the RTM/MSL (when applicable) optimizing processes and systems to ensure a seamless and positive customer journey.

  • Ensure 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 effectively.

  • 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 with the transversal team when possible, with an innovation mindset.

Team Interaction

• Clearly define the MA/CE–MSL/RTM partnership: Encourage joint meetings and co-creation forums.

• Cross-functional collaboration with Marketing, Medical, GTMC, and MSL/RTM areas, ensuring an integrated vision.

• Active participation in national and regional meetings, with value propositions and follow-up.

• Collect insights from KOLs, Public Health, and Vaccine Advisory Committees to adapt messages and generate more personalized actions.

Business Impact

• Enables brand strategy implementation through different channels, establishing mechanisms to monitor and evaluate implemented actions.

• Responsible for budget execution (A&P), ensuring efficiency, control, and return on investment (ROI).Must maximize the impact of implemented actions and encourage replication of successful initiatives across regions.

• Ensures provision of materials and resources to the field team, promoting co-development with RTM/MSL and periodically reviewing their needs.

• Responsible for executing the national strategy, with full understanding of its objectives, priorities, and KPIs.

• Participates in the tactical definition of regional actions, helping to adapt the brand strategy to the local context.

• Provides strategic vision and operational execution, ensuring actions are coherent, measurable, and scalable.

About you

Required Skills

• Effective communication

• Adaptability to different profiles and changing environments

• Strategic thinking, results orientation, and efficient time management

• Influence, proactivity, resilience, and empathy

• Teamwork capability, integrative vision, and collaborative approach

Required Experience

• Education Background: Bachelor’s degree in Marketing, Business Administration, or any related field 2-3 years of experience are required

• Experience as Product Manager in related areas and expertise in event management, project management, budget management and negotiation.

• Interaction with KOLs (Key Opinion Leaders) and Scientific Societies.

• Digital knowledge and skills: PromoMats, AI Tools (e.g. Concierge), CRM , Agile methodologies, and MLR (Medical Legal Regulatory) processes.

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,

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, disability, or gender identity.

Watch our and check out our Diversity Equity and Inclusion actions at sanofi.com!