Customer Growth Lead

Job Purpose

• Identifies growth opportunities for the brand & disease areas and develops the strategy in GloCal WoW
• The primary responsibility is to shape and execute a comprehensive Customer Engagement strategy aimed at effectively communicating and engaging with key customer segments, including Treating and Diagnostic Healthcare Professionals (HCPs).
• Play a pivotal role in building a repository of authentic customer insights to craft and deliver high-quality customer journeys for targeted customers.
• Create, develop, and implement impactful innovative tactical programs and support in building brand strategy within relevant market sectors in the frame of GTM business strategy to improve customer engagement, increase market share, sales, and operational income.

Key Accountabilities

Build & deliver high quality customer journeys for key target customers.

• Develop and design Customer profiling tools enabling customer persona and digital fingerprint identification.
• Building on Customer interactions and engagement on different journeys analytics for more individualized customer engagement approaches
• Build the framework of customer Engagement activation model and partnership map per therapeutic areas.
• Work within an agile team as the product owner to ensure OC plan is customized and executed at regional level.
• Collaborate on the collection and analysis of a broad range of customers data in collaboration with Brand, Medical and Commercial teams to provide deep insight driven segmentation of key customers groups, which can be leveraged to build customer engagement journeys linked to brand strategies.
• Analyze and share data regularly with the Brand and commercial team to highlight insights and make actionable decisions.
• Support development and deployment of key digital material (including Webinars) to support customer engagement journeys in full collaboration with team’s, CEP and DRS.
• Drive Customer operation excellence by Segmentation analysis to optimize content to key accounts & targets digitally.
• Works effectively in a collaborative manner with external affairs sales, medical, clinical development, and GTMC  to achieve business goals.
• Contributes to strategic business processes bringing customer insights to influence projects such as brand planning.

Business Management

• Support the development of the Integrated Go-to-Market Plan (IGP) for cohesive strategy execution.
• Definition and implementation of core Brand/Disease initiatives to establish a strong market presence.
• Develop and implement Tactical planning aligned with IGP, owning A&P for define segment

• Consulting GTM model execution
• Determination of growth potential, prioritized customer segments and key messages
• Performance Tracking and Marketing effectiveness
• Manage portfolio supply and sales process with internal and external stakeholders to ensure brand availability especially in public sector.

Develop innovative digital solutions serving assigned portfolio:

• To be responsible for the innovation and deployment of digital assets across all brands and with treating and diagnostic HCPs including branded websites and online journals in relation to digital campaigns, congresses, webinars, and website updates to create broad omnichannel experience for our customers.
• Support development and deployment of key digital material (including Webinars) to support customer engagement journeys.
• Support sales force with digital interventions needed for their customer journeys.

Create and Develop the Omnichannel Campaign Journey:

• Create engaging Omnichannel (OC) campaign journeys to connect with diverse key Customers effectively.
• Lead on the effective management of all channels and ensuring utilization of omni-channel strategies.
• Work closely with global/ local OC Lead, and MCO marketing teams to develop & update key strategic digital assets aligned to brand strategies capitalizing on GENMED OC strategies.
•  Support Brand teams in defining the best Omnichannel approach and customer journeys in line with the brands objectives; Implement & drive Omnichannel initiatives in line with Brand plans.
• Advances and shares omnichannel measurement plans, selecting KPIs and setting goals targets and measurement milestones. Identify, measure, track and report the effectiveness of each campaign against brand KPIs, to demonstrate the impact of customer engagement and generate a feedback loop to improve the customer experience.
• Show clear business outcomes for projects initiated and manage the budget to ensure cost effective spending on digital assets.
• Develop a digital content strategy and channel mix to optimize customer interactions.
• Manage online campaigns and digital engagement to drive customer awareness to deliver a best-in-class experience for our brands.
• Creation of content for marketing campaigns (branded) / brand-focused materials für customer groups/personas

Supporting sales force to achieve Brand objective and sales target:

• Prepare and train customer facing teams on Brand & competitor information
• Monitoring the customer facing teams activities
• Controlling promotional campaigns on yearly basis.
• Conducting quarterly meetings with customer facing teams to handle market requests and problems.
• Revise the promotional materials’ contents and consistency in line with the marketing plan.
• Cooperate with supply chain to ensure product availability

Managing KOLs related activities:

• Prepare tailored presentations for key activities
• Creates focus groups for new indication or new market
• Execute the expert meetings
• Manage working relationships with promotion agencies and other service providers

Manage Partnership / Project with internal and external stakeholders.

• Leads and supports the management of projects both internally and with external agencies.
• Manage all the related activities in partnership with medical society and Institutes considering legal and compliance regulations through clear framework orchestrating different rules of all internal and external stakeholders.
• Manage all independent congresses and events engagement journeys.
• Act as focal point between customer facing teams and all other stakeholders

Health Safety and Environment Responsibilities

• Comply with company procedures and current regulations on hygiene and safety.
• Effectively use the work equipment, dangerous substances, and preparations as well as the supplied collective and personal protective equipment according to the instructions received.
• Promote and follow the HSE rules and ‘Act responsibly’ to protect yourself and others from an injury and ill health conditions while at the work locations and/or while using road e.g., traffic rules, emergency evacuation procedure, medical surveillance, healthy lifestyle etc.
• Engage the HSE department in the related activities (where applicable) and be sure that the work performed follows the local HSE regulations, Corporate HSE Policy and key requirements.
• Follow the company’s road safety program and Attend HSE training.
• Promptly report to your superior any dangerous conditions of which you become aware

Other responsibility

• Perform other duties as assigned.
• Respect of company’s values, code of ethics and social charter.
• Respect of personal data protection charter.

About you:

Education:

Advanced Bachelor's degree in business, life sciences, or a related field

Experience & knowledge:

• Digital Experience with Customer facing approach and new GTM tactics.
• Experience on driving business and go to market transformation  
• Strong understanding of marketing dynamics, depth understanding of the market, competition and future market trends& forecasting
• Understand, supports and works based on the Sanofi Glocal model
• Preferably experience in similar role
• Clear understanding of omnichannel engagement
• Scrum master experience an advantage
• Knowledge and experience of innovative methodologies such as scrum, lean start-up, nudge, and design thinking
• Immunology Experience is a MUST.

Specific Skills and Competencies

• Creativity and an ability to produce innovative and original ideas. 
• Driver Leads with curiosity in digital pharma marketing.
• Strong strategic-analytical and conceptual skills
• Scientifically savvy and focused
• Ability to take data-driven decisions on priority segments and initiatives for growth (based on customer needs)
• Capacity to challenge the status quo to enhance business efficiency with an entrepreneurial mindset with TRT mindset  
• Strong negotiation skills and solid experience managing existing external partnerships/ Alliances

• Strong business acumen with speed and flawless execution   
• Transformative leader, value creator & people developer,  
• Ability and mindset to adapt to new ways of working such as Agile 
• Builder of trusting relationships across ecosystem with high levels of business partnering and influencing / stakeholder management skills 
• Role model for PTW behaviours 
• Leading through strong empowerment and accountability 
• Strong communication skills 

 Core competencies:

• Push to go beyond the level we have operated until now : constantly challenge the status quo focusing on the priorities that will deliver the best outcomes and letting go what won’t:be intolerant to mediocracy, believe we can and must do better and aim at higher but never at the expenses of our values and judgment
• Put the interest of the organization ahead of own of those of his/ her team: consider both short- and long-term impact of decisions; puts collective and global goals above individual or local goals; share resources and capabilities with those with the greatest need and impact; enable decision making at appropriate level
• Act in the interest of our patients and customers: actively engage with customers to know their current and future needs; brings an external perspective into decisions
• Take action and don’t wait to be told what to do: take smart and informed best bets with the information at hand and anticipate the consequences of her/his actions; use personal judgement and others’ advice to make bold and impactful decisions which move us forward.