Director, NA Omnichannel Web CX

Job title: Director, NA Omnichannel Web CX

About the Job

The new Go-to-Market Capabilities (GTMC) organization is designed to drive best-in-class capabilities across the board, to bring value and excellence in Sanofi’s commercial operations across its global organization and in local markets. This will be achieved through process and tool standardization, the removal of barriers between business units, and reduction in capability duplication.

The North America Go-To-Market Capabilities Omnichannel team (NA GTMC OC) will support Sanofi’s North American brand marketing teams to execute meaningful, customer centric, agile marketing across all of Sanofi’s channels. The team includes end-to-end campaign management capabilities, channel experts, day-to-day operations leads, and a transformation function responsible for the organization and delivery of continuous improvement to marketing operations processes.

The NA GTMC OC team has been created to:

• Unlock true cross-brand omnichannel marketing capability and integrating innovations that accelerate brand marketing outcomes

• Free up capacity in marketing teams to focus on brand and content strategy

• Accelerate and standardize omnichannel operations processes

• Improve sharing of best practice

• Clarify accountabilities for day-to-day marketing activities, as well as long term improvement efforts

• Realize efficiencies and economies of scale across the North America and Global marketing organizations

The NA Omnichannel Web CX Lead role is a critical leadership role within Sanofi, tasked with shaping and implementing a comprehensive customer experience strategy across all of the North American web portfolio, and overseeing a team of web leads to ensure a consistent, personalized, engaging experience at every web touchpoint for both HCPs and patients.

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities:

• Manage a team of web experts, acting as a center of excellence for all of Sanofi’s web marketing in North America

• Oversee the management and run of Sanofi’s 200+ websites, including the coordination of offshore and third party resources

• Lead the development and standardization of web components and capabilities, ensuring alignment with brand strategies in the US, while fostering strong partnerships with IT to drive seamless execution and innovation.

• Act as the US Digital Supervisor, liaising with the relevant Digital, GTMC, and OC Customer Engagement Leads to ensure adherence to agreed digital frameworks and guidelines

• Partner cross-functionally with our local and global stakeholders to build alignment on strategic direction, roadmap and desired outcomes for Sanofi’s North American websites, supporting wider commercial and operational objectives

• Lead the development of the US strategy to enhance and evolve the digital design system, establishing streamlined processes and ways of working that accelerate speed to market while aligning with and supporting brand team objectives.

• Ensure effective integration with other digital solutions (e.g. chatbots)

• Ensure effective, efficient, and responsive web development processes, integrating high quality analytics and customer feedback

• Accountable for ongoing regulatory and data privacy compliance, and escalating any risks or opportunities in this space

• Oversee the delivery of customer experience initiatives to realize customer goals, leveraging qualitative and quantitative customer research

• Monitor industry trends and technologies in customer experience and service design to keep the organization at the forefront of innovation and integrate best practices

• Support the onboarding and upskilling of North America and offshore colleagues

• Collaborate with Global, Brand, Digital, and other counterparts as necessary to deliver on responsibilities

• Collaborate proactively with GTMC OC and other colleagues on improvements to day-to-day marketing operations processes

• Contribute to knowledge sharing and upskilling programs

• Support the delivery of key transformation programs

• Drive excellent working relationships with agency and vendor partners

• Drive cultural change through the championing of an agile, customer-oriented mindset

About You

Skills:

• Excellent industry awareness across the entire digital landscape, and especially in website strategy, SEO and SEM, email, digital design, analytics, and tagging.

• Expertise in leveraging digital tools and platforms to enhance customer experience.

• Ability to lead and influence cross-functional teams and collaborate with senior leadership.

• Knowledge of Magnolia and/or other CMS platforms.

• Knowledge of JIRA and Confluence, or other ticketing and tracking systems

• Deep knowledge and understanding of omnichannel marketing principles

• Understanding of general marketing tactics, processes, and requirements for execution of tactics

• Strong project management skills, with a demonstrated ability to thrive in a fast-paced, multi-priority environment

• Excellent influencing skills, with a demonstrated ability to work collaboratively with a variety of internal and external stakeholders in a large organization

• Excellent verbal and written communication skills, with a proven ability to explain complex technical concepts to different audiences in order to enable effective cross-functional decision making

• Collaborative, high energy team player

• Ability to participate in vendor procurement, selection, contract management, and other processes, achieving excellent value for money for Sanofi

• Strong relationships with approved vendors and suppliers of digital services to ensure effective delivery of digital solutions.

Work Experience:

• Minimum of 7 years in customer experience, web development, service design, Omnichannel, or a related field required

• Prior experience in managing digital operations in a regulated environment

• Proven experience in a global or matrixed organization, preferably within the pharmaceutical, healthcare, or life sciences industry.

• Strong expertise in customer journey mapping, service design, UX, capabilities building, and customer research methodologies.

• 3+ years web development experience (HTML5, CSS3, JavaScript)

• 3+ years experience with web technologies and CMSs (Magnolia, AWS)

• Experience working in Agile teams.

• Experience in working in a regulated industry, pharmaceutical industry preferred.

• Experience managing external vendors.

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.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

#GD-SG  ​
 #LI-GZ
#LI-Onsite
#vhd