Customer Experience Manager Transplant

Purpose of role

The Transplant Customer Experience Manager is accountable for the creation and implementation of the account-level business plans, inclusive of shared goals with key stakeholders. The role will be expected to:

• Support prioritized accounts to establish and maintain patient access to Sanofi medicines within the associated portfolio.

• Engage effectively through the execution of personalized omnichannel strategies that provide unrivaled customer experience. 

Main Tasks

Business ownership:

Is a proactive area business owner - effectively managing self- and cross-functional resources to deliver on business goals and optimize the brand strategy to build a sustainable business whilst meeting the needs of prioritized key accounts.

Operates strategically

To ensure the most effective account planning, targeting, and digital strategies are in place to generate a positive commercial impact that delivers maximum ROI and increases the number of patients benefiting from Sanofi medicines.

Cross-functional working is essential for the successful execution and delivery of a sustainable business model and real benefits for our customers and their patients.

Network mapping and design

Identifies connections and influence beyond individual customers/accounts by managing multiple interactions with diverse stakeholders to create beneficial changes and improve customer engagement and experience.

Responsive planning:

Creates impact by owning flexible and responsive account plans that actively empower and align the cross-functional team to take shared ownership of account goals and an agile plan.

Customer experience:

Identifies and considers the value of all possible promotional channels for target customers, using the right mix of promotional channels in a planned and complimentary way. Tailor content to provide an unrivaled customer experience. 

Developing capabilities / Therapy knowledge:

Actively develops and demonstrates knowledge of therapy area, current treatments, and future advances, to retain competitive advantage. Continually strive to increase the capability to interact digitally with customers.

Agile:

Be part of an Agile squad working within a scrum framework; Playing a critical role in the squad its governance, initiatives, and achievements.  

Bringing new ideas and ways of working, striving for results, and achievement of an enhanced customer experience.

Behavioural success factors

Aim Higher

• Focus on what matters, set high standards and move with urgency to deliver at speed.

• Learn from setbacks to achieve tomorrow’s breakthroughs.

Act for Patients

• Improving patients’ lives drives everything we do, every day.

• We aim for simplicity and partner with others to go faster and further for patients.

• We eliminate barriers to access.

Be Bold

• Take thoughtful risks, seize opportunities

• Think beyond what’s possible to accelerate our science and drive compelling growth.

Lead Together

• Build trust and collaborate openly on our shared goals.

• Celebrate collective wins and foster a sense of belonging.

Skills 

Strategic Thinking: 

Makes decisions by analyzing current and future scenarios. Disrupts the status quo with innovation,while remaining pragmatic and focused on priorities.

Result Orientation:

Executes is comfortable with ambiguity and adapts with agility. Takes calculated risks and anticipates potential issues

People Leadership:

Engages and leverages everyone’s strengths while being highly self aware.

Relationship & Influence:

Inspires trust through empathy and authenticity. Empowers and recognizes others to create powerful relationships and networks.

Efficiency:

Delivering the planned strategic  plan ambition across the Key Markets

Agile:

Able to deploy new campaigns and initiatives at an industry leading pace by fully embracing Agile mindset and principles

Engaging:

Offering a space for our talents to develop themselves, feel fully empowered and engaged

Customer Experience:

Best in class and continuously improving customer experience maximizing omnichannel and personalized content

Global:

Relying and leveraging a total implementation of the Global model

Data Driven:

Data Driven Decisions through faster and more accurate/precise decisions through the power of data science and Machine learning

Technical Skills/Requirements:

• Skilled at delivering scientific and clinical data to peers and/or customers 

• Demonstrated ability to identify strategic business opportunities to achieve results

• Demonstrated ability to influence relationships and leverage knowledge internally across a matrix structure to optimize opportunities with customers and achieve shared goals.

• Clear understanding of the business market dynamics and the ability to accurately assess and convey market access intelligence to shape plans

• Ability to make decisions promptly

• Demonstrate previous ability to work collaboratively

• Ability to remain flexible in a changing environment.

KEY WORKING RELATIONSHIPS

EXTERNAL

Would be expected to be involved with:

• Physicians

• Pharmacists

• Paramedical

INTERNAL

Cross-functional collaboration with:

• Marketing team

• Medical team

• Trade and Revenue Management team

• Business Operations team

• Ethics and Business Integrity

SKILLS, EXPERIENCE AND KNOWLEDGE REQUIREMENTS

• Education Level:

• Bachelor’s degree in a medical field (Medicine, Pharmacy) or Business Management discipline.

• An MBA is a plus.

Experience:

• Minimum 2years of experience in the pharmaceutical industry.

• Hematology or Oncology is a must.

• Transplant business experience is a plus.