Customer Engagement Lead Vaccines Czechia

Customer Engagement Lead Vaccines – Czech Republic

• Location: Prague, Czechia

• Hiring Manager: Christian Woeckel

About the job

Are you motivated to shape the future of vaccination in Czechia and make a meaningful impact on public health? Join the Vaccines Czech Team and help accelerate the growth of our PPH/PMED business - currently a €6M portfolio with clear potential to reach €10M by 2030.

We are seeking a Customer Engagement Lead, a dedicated Czechia‑level role responsible for elevating customer engagement across the assigned Franchise. This position is central to understanding customer needs, strengthening relationships, and translating insights into strategies that drive satisfaction, loyalty, and sustainable business growth.

Beyond market‑level responsibilities, the role will play a pivotal part in MCO initiatives, contributing to Launch Excellence for PPH and PMED and advancing the Customer First agenda. This includes ensuring strategic alignment with the MCO, driving best‑practice sharing, and supporting cross‑market value creation.

Main responsibilities

Lead and execute innovative customer engagement strategies within the assigned geography/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, consolidating different Brand/TA tactics aligned with the Brand strategy & engaging with HCPs through various channels

  • Design customer journeys

  • Analyze touchpoints across the customer journey

  • Content Strategy Plan

  • Collaboration with MCO Head of PPH/PMED Franchise

• Omni-Channel Engagement pioneering innovative Pure Play approach: Lead an omni‑channel engagement strategy that pioneers a Pure Play approach, ensuring consistent, personalized interactions across all customer touchpoints.

• CustomerInsight and Analysis:

  • Collect customer feedback and insights to identify areas for improvement through regular interaction with Sales Team and field visits.

  • Enhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectations

  • Close monitor of competition activation initiatives and provide regular updates to Head of Franchise.

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

  • Organize and orchestrate regular Brand Activation meetings with cross-functional participation

  • Work in close cooperation with the salesforce 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.

  • Develop and implement annual events plan ensuring proper level of awareness for Sanofi Vaccines brands

• Initiate tender preparation activities from 2028 to ensure readiness for the 2030 tender cycle in close collaboration with global and regional teams

• Advance the Customer First roadmap in Czechia and contribute to scaling it across the CSE MCO

• Work in Agile with the transversal team with an innovation mindset.

Key Strategic Initiatives

(a) Majority of Role - Drive Travel Portfolio and Menquadfi in Czech Republic through new GTM Approaches

• Expand MenQuadfi market share by deploying innovative go to market models, including leveraging the Pure Play approach.

• Drive broad Hepatitis A protection with Avaxim, exceeding current budget ambitions through targeted vaccination efforts.

• Increase Travel portfolio performance by growing Typhim vaccination coverage rates.

• Reignite public awareness of IMD vaccination with a lay public MenQuadfi campaign executed in H1.

• Champion transversal ways of working, maximizing adoption of centralized and standardized Sanofi frameworks.

• Ensure full strategic alignment with MCO, particularly on strategy and pricing, and foster seamless cross MCO collaboration.

(b) Advance the Customer First roadmap in Czechia and contribute to scaling it across the CSE MCO

• Adopt digital transformation and Agile ways of working across field and office to embrace

• Drive adoption of digital transformation and Agile ways of working across field and office teams to accelerate decision making, improve transparency, and enable rapid learning cycles.

• Embed customer centric design principles to ensure that all processes, touchpoints, and interventions start from real customer insights and unmet needs.

• Build cross functional collaboration rituals (e.g., All Hands, OKRs reviews, shared KPIs) to break silos and align behind unified customer outcomes.

• Define clear change management pathways including capability building plans, leadership sponsorship, and communication routines to ensure adoption at scale.

• Create quick win pilots ("lighthouse projects") to demonstrate early value, refine the model, and accelerate scaling across Czechia and the CSE MCO.

(c) Focus on Key Battles & New Launches for the CSE MCO

• New Vaccine Launch Leadership: Drive preparation and execution of launches for new PPH/PMED vaccines across Central South Europe MCO, ensuring optimal positioning and delivery of vital innovations to patients and healthcare providers

• Go-to-Market Strategy Implementation: Spearhead the development and implementation of enhanced go-to-market models for vaccine products across the region, optimizing commercial approaches to maximize market impact and reach

• Cross-Functional Partnership & Collaboration: Partner closely with commercial, medical, and supporting teams at local, regional, and global levels to ensure strategic alignment and leverage best practices across markets while maintaining current Czech Republic leadership responsibilities

About you

• Education Background: Bachelor’s degree in Marketing, Business Administration, or any related field

• Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement

• Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey.

• Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. 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; Hands-on experience in leading digital transformation projects

• 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.

• Proven  track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty

• Role model of Take the Lead behaviors

•  Strong strategic and analytical capabilities

• Proven customer centric mindset

• Experience driving digital transformation initiatives

• High adaptability and creative problem solving

• Effective collaboration and cross functional teamwork skills

• Openness and ability to embrace new ways of working

• Language proficiency: fluent in English and the local language

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.

Why choose us?

· Join a leading pharmaceutical company and contribute to improving health outcomes worldwide.

· Be part of a company at the forefront of medical research and breakthrough therapies.

· Thrive in an environment that values diversity of thought and background.

· Work closely with global and local teams, gaining exposure to various aspects of the pharmaceutical business.

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