Customer Engagement Learning Lab Lead

Position Overview

The CELL (Customer Engagement Learning Lab) Lead serves as a Change Agent & Marketing Excellence Architect, responsible for development of relevant capability, establishing standards and processes for future-oriented customer-centric excellence and driving marketing transformation at scale across Sanofi China. This role ensures that new methodologies and processes are executed consistently to accelerate the organization's shift from brand-centric to customer-insight-driven engagement enabled by AI and expansion of channels beyond traditional SF & events mix.

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Primary Focus

Identify essential capabilities within the brand teams to enable the transformation and lead the shift deploying internal and external resources.

Establish standards and processes for customer-centric marketing excellence and drive organizational transformation at scale, ensuring that new ways of working become embedded organizational capabilities across all brand teams and business units.

Serve as Change Agent in close collaboration with brand teams, digital and GTMC teams.

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Key Responsibilities

Standards & Methodology Development

• Establish standards and methodologies for customer-centric omnichannel campaigns across all therapeutic areas

• Define templates, frameworks, and KPIs for Customer Experience Journeys (CEJ) and Customer Engagement Plans (CEP)

• CELL owning the customer engagement planning layer (CEJ/CEP standards, customer segmentation methodology, content strategy principles)

• Establish validation loops with cross functional stakeholders to ensure planning standards are validated against execution feasibility, and execution standards are validated against customer engagement principles

Serve as an example of agile and pragmatic appraoches aspiring to incremental differences on each step of the journey

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Quality Assurance & Governance

• Design end-to-end processes and act as the Quality Gate for campaign approval before execution together with BU leadership

• Review campaign logic against journey standards and ensure alignment with customer-centric principles

Establish culture on continuous learning following campaign launch to ensure timely insights and course-correction (Plan – Do – Learn)

• Embed new ways of working into organizational processes and governance platforms (Brand Planning, Budget, Operating Plans, business reviews)

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Capability Building & Change Management

• Enhance marketing and commercial team capabilities through training, coaching, and upskilling programs

• Drive adoption of customer-centric methodologies across brand teams and Customer Engagement Managers (CEMs)

• Champion agile ways of working and facilitate organizational transformation

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Innovation & Emerging Channels

• Drive adoption of AI and emerging channels from a business transformation perspective — identify customer engagement use cases, validate commercial value, and lead pilots with brand teams in partnership with GTMC(Go-to-market capabilities) and Digital BP who provide technical expertise and infrastructure

• Design scalable engagement models and change management programs that enable brand teams to readily adopt new channels and Evaluate new technologies and channels from a business value and customer engagement perspective, in close partnership with GTMC, Digital and brand teams

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Performance Evaluation & Continuous Improvement

• Establishment of customer engagement target-setting principles and methodological frameworks (defining "how to set targets" rather than specific numerical targets) with cross functional teams

• Integrate AI solutions from onset to finish in customer engagement processes

• Lead the "methodology effectiveness" and "organizational capability maturity" dimensions of quarterly business review, leveraging data and insights provided by Omnichannel, brand and digital teams; rapidly iterate Playbooks, templates, and quality standards based on cross-brand learnings surfaced through monthly operational reviews

• Maintain a "methodology backlog" of proposed improvements surfaced from frontline execution teams, prioritized by impact and effort, ensuring standards remain practical and relevant to operational reality

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Key Skills & Competencies

Required Expertise

• Customer-centric marketing excellence and methodology expertise

• Change management and organizational transformation experience

• Agile coaching and capability building skills

• Deep knowledge of China digital ecosystem and emerging platforms

• Quality assurance and governance capabilities

• Cross-functional leadership and structured handoff management capabilities

Leadership Competencies

• Ability to influence without direct authority across cross-functional teams

• Strategic thinking with strong execution discipline

• Excellent communication and stakeholder management skills

• Coaching mindset with passion for developing others

• Understanding of omnichannel marketing principles and customer journey mapping

• Familiarity with AI-enabled content generation and digital tools

• Experience with process design and standardization

• Data-driven decision-making capabilities

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Key Performance Indicators

• Methodology adoption rates across brand teams and business units

• Team capability assessment improvements measured through pre/post training evaluations

• Transformation milestone achievement against roadmap

• Quality scores of customer engagement plans reviewed through Quality Gate process

• Speed and scale of embedding new ways of working into organizational processes

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• Methodology feedback loop effectiveness: percentage of frontline-surfaced methodology improvement proposals incorporated into updated standards within agreed timeframes

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Qualifications

Education

• Bachelor's degree required; MBA or advanced degree in Marketing, Business, or related field preferred

Experience

• 10+ years of experience in pharmaceutical/healthcare or CHC/FMCG (with passion for Health) marketing

• Proven track record in marketing transformation or change management initiatives

• Experience establishing standards, processes, and governance frameworks

• Deep understanding of customer-centric omnichannel engagement models and China digital eco system

• Experience in China pharmaceutical market strongly preferred

Language

• Fluent in English and Mandarin Chinese (written and spoken)

Strategic Context

This role is critical to Project Leapfrog (菲跃), Sanofi China's transformation initiative to shift from product-centric to solution-centric, customer-insight-driven engagement. The CELL Lead will accelerate marketing transformation at scale by:

1. Building Customer Experience Journey (CEJ) frameworks based on customer insights

2. Establishing Content Strategy & AI-Enabled Frameworks for scalable content generation

3. Accelerating development of Next-Gen HCP Channel Engagement including emerging platforms

4. Upskilling pharma marketing capabilities from brand-centric to customer-insight-driven approaches