R2867052Customer Engagement Manager

• Location : HCMC, Vietnam. 30 % of travel expected
• Job type: Permanent

About the Job

As Customer Engagement Manager within our Vaccines team, you will develop and execute customer-centric engagement strategies that strengthen relationships with healthcare professionals and other key stakeholders. You will use customer insights, data, and digital channels to create personalized journeys, support launch readiness, and deliver consistent omnichannel experiences. Working closely with country and Multi-Country Organization (MCO) teams, you will translate global and regional strategies into locally relevant plans that improve customer satisfaction and business performance.

In our Vaccines team, you’ll help protect millions of people from infectious diseases every year. With your talent and ambition, we can accelerate access to immunization, strengthen engagement with healthcare communities, and help shape healthier futures for people in Vietnam.

Main Responsibilities

Customer Engagement Strategy

• Develop and execute a comprehensive customer engagement strategy focused on meaningful customer interactions, satisfaction, and loyalty.
• Design customer personas and journeys to personalize interactions and content across channels.
• Analyze customer touchpoints and data to understand preferences and improve the customer experience.
• Develop locally relevant content plans aligned with global and MCO strategies, regulatory requirements, and partner functions.

Omnichannel Engagement

• Develop an integrated omnichannel engagement plan covering priority channels, customer touchpoints, content, messaging, interaction frequency, and objectives.
• Assess channel effectiveness and optimize customer interactions to deliver a consistent and seamless experience.

Customer Insights and Analysis

• Collect and analyze customer feedback, behavioral insights, and engagement data to identify needs and improvement opportunities.
• Address customer pain points and optimize engagement initiatives to improve satisfaction, loyalty, and overall experience.

Launch Readiness

• Partner with the MCO Brand Manager to adapt global and MCO strategies and develop the local integrated launch roadmap and governance.
• Define resource requirements, key deliverables, milestones, and KPIs required for launch success.
• Coordinate the Country Brand Team, track launch progress, identify risks, and implement mitigation plans.

Cross-Functional Collaboration

• Collaborate with Sales, Medical, Regulatory, Brand, Franchise, and other partner functions to ensure aligned execution and a seamless customer journey.

• Maintain regular country–MCO exchanges to support open dialogue, share learnings, and monitor key milestones.

Agile, Digital and Innovative Ways of Working

• Apply Agile ways of working and use data, digital tools, and AI to test, improve, and scale customer engagement initiatives.
• Adapt ways of working while maintaining business continuity and delivering agreed business outcomes.

About You

• Experience developing and executing customer engagement, customer experience, relationship management, or omnichannel initiatives, preferably within pharmaceuticals, vaccines, healthcare, or another regulated industry.
• Experience supporting product launches, integrated launch planning, governance, KPI tracking, and cross-functional execution.
• Understanding of healthcare professionals, customer segmentation, customer journey mapping, channel planning, and content personalization.
• Ability to translate customer, market, and performance data into practical engagement strategies and recommendations.
• Experience with digital engagement platforms, analytics, and the application of AI to customer insights or personalized communication.
• Knowledge of pharmaceutical or healthcare regulations and ethical requirements relating to customer engagement.
• Ability to lead cross-functional projects using Agile or other collaborative approaches, such as design thinking, lean start-up, or Scrum.
• Bachelor’s degree in Marketing, Business Administration, or a related discipline.
• Fluent English and Vietnamese communication skills, with the ability to work effectively across local and regional teams.

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.
• Shape customer engagement and launch execution for Sanofi’s Vaccines portfolio in Vietnam.
• Gain broad exposure through collaboration with country, MCO, and global stakeholders.
• Apply data, digital tools, and AI to create more personalized customer experiences.