Workplace Experience Community Lead, Hyderabad Hub, India

About the job

Our Team:

Real Estate & Workplace supports the cultural transformation journey of Sanofi to meet the needs of all generations with modern, digital, collaborative workplaces that are diverse, inclusive, and sustainable.  Our workplace is rooted in hospitality principles and integrates the latest technologies and best-in-class services tofuel the passion of our people to bring their best self to work, where they can deliver outstanding performance and growth. Our strategy is built on pioneering the evolution of the workplace, leading in environmental stewardship, and revolutionizing our ways of working.

Sanofi aims to employ ~1,900 people at 4 hubs by YE-2023, supporting 89% of Sanofi’s global presence.  The expanding hub teams are multi-generational and represent 40+ countries of origin, 14+ languages, and 80% have been with Sanofi less than 3 years.

Main responsibilities:

As the Workplace Experience Community Lead for the Hyderabad Hub, you will be responsible for overseeing all aspects of Hospitality and Events for the Sanofi Workplace Hub environment. You will lead the delivery of Hospitality-centred services with a team dedicated to creating an inclusive, efficient, and inspiring workspace that aligns with Sanofi’s culture and values. The role encompasses hospitality services, vendor relations, and employee well-being initiatives.

• Hospitality Services Coordination

• Preferred point of contact of Residents regarding Hospitality-infused iWX on-site and off-site services
• Provide information for onsite services and advise Residents on the usage of the services
• Collect information about Residents and Guests to ensure the expected adaptation of services on site to enhance personalized experience wherever possible
• Liaise between the iWX team and Sanofi WX team to ensure alignment (and other suppliers as applicable)
• Ensure reporting on the utilization of services and overall engagement
• Ensures timely responses to the Residents, launches and follows up on corrective actions and personally track issue resolution

• Resident Feedback & Satisfaction Monitoring

• Ensure Resident feedback collection with the iWX partner at various touch points and from the different channels (global App / 5* ratings / survey terminals / mystery guests / F2F interactions / listening groups…)
• Analyse feedback and generate the reporting according to the appropriate details (site, touch points, business reviews and associated communications)
• Reports user satisfaction into iWX Scorecards

• Sanofi Hospitality Management Culture

• Ensure the Sanofi Hospitality Attitude is embodied by all members of the Workplace Experience teams (providers and internal collaborators) and reports deviations to the Sanofi WX Head
• Ensure local teams and newcomers are trained in the Hospitality Culture
• Assess and report hospitality performance against the KPI’s defined in the iWX Scorecards
• Ensure regular HM tips & reminders / key services behaviours for local teams (acculturation / continuous trainings)
• If needed, retrains local teams on the Hospitality Culture
• Embody the Hospitality Management skills

• Events & Community Management

• Develop & animate network with Residents and Business Stakeholders
• Build relationships with Residents to foster the sense of Community
• Support site communication through appropriate channels (Appÿ, Newsletters, Info Screens…)
• Coordinate, schedule and oversee activities / events, from ideation to implementation as requested
• Collaborate with iWX Partner Teams to cocreate Calendar of Events and Activities, focusing on Residents’ experience and satisfaction
• Track relevant event management metrics, i.e., repeat attendance, engagement, satisfaction, etc.

About you

• Experience: As appropriate for the requirements of the Role
• Soft skills:
  • Experience in hospitality management, workplace services, or related people-facing roles
  • Role model for Hospitality attitude and behaviours
  • Guest Focused with Strong Customer Service skills
  • High Level of Integrity with a strong Sense of Responsibility
  • Excellent communication skills and interpersonal abilities
  • Autonomous, with demonstrated self-directedness in ambiguous environments and ability to manage through influence
  • Has Empathy for others
  • Cultural Awareness
  • Pro-active, Agile, Readiness to go the "extra mile" in times of challenge and uncertainty
  • Creative solution seeking skills
  • Open minded, High capacity and willingness to engage across multiple disciplines
  • Teamwork oriented
  • Ability to coach and mentor Team members
  • Adaptability, Multitasking & Organizational skills
• Technical skills:
  • Proficient in Project Management and Budget Oversight
  • Knowledge of Workplace Safety Standards and Regulations
• Education: As appropriate for the requirements of the Role
• Languages: Proficiency of English required, both spoken and written, with other local languages being highly beneficial

Note.  This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by the employee holding this position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.