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Sanofi Group Head, Customer Engagements in Cambridge, Massachusetts

The Head of Customer Engagements is responsible for overseeing a centralized team who will manage the various engagements and interactions with customers (KOL/HCP, scientific external experts, patients) for Sanofi across all GBU’s globally. The Head will oversee all global and local engagements from end to end, including Scientific External Experts and patient events, congresses, large internal meetings with customers, clinical trials, and general consulting arrangements. The Head must have a proven ability to apply knowledge and experience in the compliance and legal areas, in systems and within an operating environment which will support the company’s goals and objectives. The role is a leadership role that can operate with a strategic view and can translate ideas into courses of action, while collaborating with teams on a tactical basis. The role requires a demonstrated track record creating, enhancing and implementing initiatives that promote institutional consistency while achieving department and Company objectives.

The primary responsibilities for the Head of Customer Engagements include the following:

  • Align, oversee and lead a centralized team of Customer Engagement professionals for all Sanofi Business Units & functions

  • Build an effective customer relationship management team and process to ensure that our valued customers receive a best in class experience every time they work with Sanofi; improve processes to streamline and customize customer end to end interactions for a seamless experience; oversee the continual review of customer engagement interactions while striving to be the #1 pharma company customers want to work with

  • Strategic business partner for global/local franchises and management to develop and implement best in class customer & professional service interactions; support businesses with key information so they can make informed decisions

  • Responsible for department resource planning and delegation of activities across franchises to ensure top level service is achieved on a consistent basis with consideration of budgetary or spend reduction initiatives; continually evaluate organization structure to achieve optimal service across brands, engagement types and geographies

  • Play a key leadership role along with the Global Events Team senior leaders in the Events Transformation Journey initiatives to successful and timely completion, including eVENT Digital Platform, RCQ Prioritization Methodology, Hybrid Playbooks, global policies, vendor evaluations/RFP’s; drive digital innovation throughout Sanofi engagements

  • Responsible for the development and implementation of engagement strategy to advise business units of best in class end to end experiences using innovative solutions while ensuring cost effectiveness; institutionalize engagement prioritization and level of participation across Sanofi

  • Interpret business requirements and determine strategies to improve efficiency and effectiveness, collaborate and share knowledge with Global/Local teams and across franchises; provide constructive and insightful views and solutions to issues

  • Stay abreast of industry trends and incorporate into the business strategy for customer engagements

  • Drive change management initiatives and process improvements within the unit and across TA’s, functions, countries, globally as applicable

  • Influence, partner and lead internal teams and represent the team across disciplines and functions; positively and effectively represent the Sanofi company with external organizations and customers

  • Ensure vendors and partners consistently meet or exceed their obligations and agreements; perform continuous evaluation of services

  • Provide metrics/dashboards and KPI’s on engagement volumes, service level agreements and customer satisfaction

  • Ensure compliance with all applicable regulations and company policies/SOP’s and provide guidance and strategic advice to business stakeholders; formulate and enforce internal controls and general rigor around customer engagements; continually review internal controls and close all gaps; ensure global Transparency laws are adhered to with timely and accurate reporting

  • Oversee the development of training materials and have such training effectively delivered to audiences as needed

  • Recruit, coach and develop staff to build a strong team capable of executing department functions, plans and objectives

  • Play a key role on projects/initiatives across the organization; drive effective change throughout the organization

Company-paid relocation benefits may be provided for the selected candidate of choice

Requirements:

  • A minimum of a Bachelors’ degree is required

  • Master’s degree is preferred

  • A minimum of 12 years of professional experience in the customer engagement and relationship management areas, with a deep understanding on the end-to-end process is required

  • Direct experience within the Pharmaceuticals; Life Sciences and/or CMO space with a specific focus on Compliance and Regulatory is required for this role

  • A minimum of 5 years of professional experience managing digital and innovative solutions that enhance customer experiences is required

  • A minimum of 7 years in formally leading and/or managing a formal team is required

  • Member of industry organizations is preferred

  • This position may require up to 10% overall travel

Competencies:

  • Strong interpersonal skills; customer service oriented; extremely capable of building strong relationships with customers & stakeholders

  • Excellent verbal and written communication skills with all levels of the organization

  • Knowledge and experience in understanding of processes related to customer engagement, including compliance and legal requirements, global Transparency laws

  • Strong financial acumen; budgeting; cost analysis

  • Ability to influence, collaborate, negotiate and deliver solutions in a highly complex, matrix environment

  • Digital/innovative mindset; ability to lead others through change

  • Flexible, able to adapt to changing business priorities

  • Extreme attention to detail and capable of asking insightful questions

  • Ability to multitask and deliver results within timelines; ability to work well under pressure

  • Ability to present informational dashboards to executive levels and a variety of audiences

  • Strong sense of urgency, personal commitment and ownership over work

  • Superior organizational skills; self motivated

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-SA; #LI-SA

At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.

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