Customer Engagement Manager – Singapore Diabetes

Customer Engagement Manager – Singapore Diabetes

About the job

Strategic context:

The role is expected to contribute to the activation and amplification of the MCO franchise/ category/ brand strategy to deliver growth within a local market.   

• Leverages aspects of the Winning Way of Marketing and supports the delivery of insightful ‘go-to-market’ execution aligned to global and MCO strategy. 

• Collaborates cross-functionally and with agency partners to deliver impactful execution, aligned to global/MCO strategy. 

• Contributes to a deep understanding of HCPs and patients along the experience journey and supports the amplification of relevant omni channel assets to deliver memorable ‘go-to-market’ execution locally. 

• To drive brand growth by assessing growth opportunities with risk mitigation

Key dimensions - Scope & Scale:

• To glocalize all brand strategies and implement the country-specific activities for the Singapore Diabetes portfolio

Job Purpose & Key Responsibilities:

• Embed transformation of the Go-To-Customer model to an agile, sustainable and flexible model for the country aligned with GenMed transformation Go-To-market transformation vision.

• Design and implement the local customer engagement plan related to the customer segment under his/her responsibility.

• Implement the country long-term strategy to achieve excellence in Omni-Channel activities and customer engagement and take the necessary steps to implement a strong MCE, in permanent collaboration with MCO marketing, medical and key support partners (ITS, Business Operations & support, legal, compliance, regulatory affairs).

• Develop a strong CE network within the Country by sharing and supporting the implementation of best practices.

• Ensure all local teams are equipped with necessary knowledge and tools related to Customer engagement, Omni-Channel activities.

• Participate in cross country CE projects.

• Customer Engagement local level strategy and operational plan preparation and execution in constant collaboration with the marketing, medical and commercial team.

• Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.

• Define best practice content strategy implementation in respect to positioning and messages delivered by marketing (Glocal model).

• Preparation of well-articulated requirements regarding channels development to be presented to BOS dept. and further channels effective usage with Omni-Channel approach.

• KPIs set up & monitoring in cooperation with BOS with respect to external and internal benchmarks

• Proficiently pull analyses and share data on monthly and quarterly basis to highlight insights and make actionable decisions with local marketing and commercial team and across MCO CE network

• Develop or adapt customer/brand value propositions aligned brand/GBU Glocal strategy

Behavioural Success Factors:

• Work closely with marketing, medical and commercial teams while developing and implementing CE strategy and plans.

• Capability to innovate and drive change.

• Collaborate effectively with other functions including BOS, ITS, Regulatory, Legal, Purchasing and Finance.

• Excellent verbal and written communication skills with the ability to interact effectively with people at all levels.

• Demonstrates a high level of drive and ambition for optimal business results and injects energy and enthusiasm into the organization.

• Maintain effective internal communications to ensure that all relevant company functions are kept informed of certain channel/campaign objectives.

Key metrics for measuring success

• Identify, measure and track key performance indicators at strategic and operational level to determine customer engagement plans results/success and business impact.

• Regular and accurate reporting in line with defined standards.

Pharmacovigilance

Identifies, collects and reports to the Affiliate Pharmacovigilance Unit, according to the relevant local Pharmacovigilance procedures, all the adverse events as well as all the safety information concerning the Sanofi Group’s products, within one working day.

Quality

If the employee receives notice related at quality complaint for Sanofi portfolio products (including medical devices and supplements) shall report it to the Quality Department in accordance with local procedure, within 1(one) business day from receipt.

Compliance

• Acts in line with all ethical & compliance rules of the Group.

• Assesses financial and business risks. Critical risk report to line (n+1 manager) in case of significant risk;

• Acts as a role model, in line with all ethical & compliance rules of the Group and promotes the highest ethical & compliance standards;

• Takes full responsibility for ensuring that corporate ethical standards, facilitating access to training and information, enabling a culture of ethical leadership and ensuring there are no compliance breaches through intent or misunderstandings/lack of knowledge;

• Takes personal accountability for understanding how to work in an ethical and compliant way. Highlights and, if necessary, escalates the actions or behaviours of internal and external people when they are not appropriate.  Asks questions to colleagues, peers or manager when not sure of the appropriate way to complete tasks, to find a solution and helps others when required. Pro-actively seeks to understand and find ways to develop understanding of the Sanofi code of ethics, local relevant associations’ code of practice and internal control standards;

• It is mandatory for the employee to attend the organized ethics and compliance trainings, to perform the assigned eLearning modules and to fully comply to all Group standards in this regard.

HSE (Health, Safety & Environmental) Responsibilities

• Comply with all Sanofi HSE Corporate Policy & Requirements as well as local procedures and traffic regulations

• Respects the occupational health procedures and follow the instruction given by the occupational doctors 

• Promptly reports to the direct manager, local HSE and HR, any occupational accident, incident, near miss, illness, potential or real dangerous or emergency situations which may have consequences on the safety of the working places or the health whether it be a bodily injury or car damage and participate in the investigations with the objective of introducing measures to prevent reoccurrences and ensure that risks are adequately assessed and mitigated.

• Inspects the working premises in his/her responsibility and proposes measures to correct, reduce or eliminate the dangerous situations 

• Participates in training and simulation exercises regarding accidental environment contamination, fire prevention and other emergencies. 

About you

Work Experience:

• Minimum of 3 years’ experience in pharmaceutical or FMCG industry or marketing field, in an international environment.

• Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing

• Proven Team/network/community management

• Excellent communication skills (including English), ability to involve people

• Experience of work in cross-functional teams, high level of collaboration within the team

• Creativity and focus on finding solutions to achieve results

Cross Functional cooperation:

• Working closely with Sales and other transversal teams such as ITS, CRM, Market Research, Training, Medical, Public Affairs, Market Access, Legal/DPO (GDPR) and other stakeholders.

• Cooperation with other Country/MCO/Cluster teams, to share experience and coordinate CE operations on a proper level.

Knowledge:

• Marketing knowledge, strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills (Outlook, Word, Excel, PowerPoint), proven project management skills, communication, presentation, persuasion., ability to work cross-functionally.

Skills and Competencies:

• Business: Understands business environment and climate; Able to prospect for/ generate new opportunities; Numerate and with good analytical skills; Ability to prioritize; Overachievement against set objectives; Ability to work on their own initiative and make quality decisions; Good selling skills; Excellent interpersonal skills to negotiate, communicate, present, persuade and argument among internal Primary Care teams, KOLs, healthcare decision-makers, physicians and patients. Experience of managing effective customer consultation including using social media tools in business.

• Leadership: Engages others through active communication; Demonstrates a high level drive, passion and ambition for optimal results; Challenges the current market status quo; Develops fresh approaches in order to deliver results. Well-developed time management skills. The ability to prioritize tasks and plan own workloads to ensure deadlines are met.

• Networking: Strong relationship builder with internal and external customers; Seeks out new opportunities; Demonstrates Team Working and sharing of best practice.

Personal Characteristics:

Accountability, creativity, initiative, stress management, quick learning, result orientation, ability to work on one’s own, continuous improvement.

PLAY TO WIN Competencies:

Customer centricity, stretch, One Sanofi approach, strive for results