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Sanofi Group Lead of Global Customer Engagement Analytics Excellence in Cambridge, Massachusetts


The goal of the Global Customer Engagement Analytics function as part of Global Business Operations & Support is to develop best-in-class analytics methodologies, landscape and tools for analysis of efficiency & effectiveness of customer interactions performed by Sanofi with healthcare professionals. This way, the function aims to enable Sanofi for best customer engagement execution based on robust customer interactions analysis that generate prompt & actionable insights.

The Lead of Global Customer Engagement Analytics Excellence plays a leading role in the execution & governance of global customer engagement analytics transformation and evolution. The role acts in close collaboration with analytics leaders of countries and GBUs. The lead oversees strategic roadmap realization & governance while fostering global BI community for digital transformation, change management and evolution planning.

Key Responsibilities & Duties:

50% Lead execution and government of digital transformation roadmap of global customer engagement analytics in close collaboration with countries

  • Lead deployment of customer engagement strategic vision and roadmap to countries for successful and effective implementation

  • Be the main business contact to onboard/guide countries about the global customer engagement framework, principles/standards, and tools (around 40 countries in total by end of 2022)

  • Manage and own the analytical offers evolution calendar as the key business contact, in monthly/bi-weekly agile evolution cycles in close collaboration with digital & data functions

  • Lead and manage collaboration/co-creation efforts with countries for (selected/all) analytical business offers prioritized (1+ new release per month)

  • Orchestrate monthly/bi-monthly customer engagement analytics governance board involving key representatives of countries to drive landscape & tools evolution

  • Alert peers/manager for business model changes and pilot cases in countries that may impact analytical roadmap, metrics and/or tools

30% Drive change management globally to support implementation of the landscape & language of customer engagement analytics across the countries

  • Define and lead effective change management for countries and GBUs to support agile and continuous customer engagement analytics evolution

  • Drive simplification & focus in customer engagement analytics landscape

  • Lead change activities design and delivery, especially for global communication, onboarding, and training of country project teams in collaboration with GBU partners

  • Drive effective integration of new engagement analytics offers in regular performance monitoring and reporting cycles at country or GBU level

  • Own and roll-out the playbook of analytics best-practices, and guide countries

  • Build a country kit to onboard, plan and execute country deployment of engagement analytics principles and tools once analytics offers are mature

  • Promote self-service BI analytics capabilities; encourage and support countries for effective use of customer interactions data foundation

20% Assist Head of Customer Engagement Analytics for the determination of long-term analytics strategies, digital transformation priorities and annual roadmap

  • Contribute to strategic planning and roadmap definition of customer engagement analytics in collaboration with omnichannel, marketing and digital/data functions

  • Be the role model for customer analytics community for robust & sustainable digital transformation and encouraging sharing of successes, failures, and innovative analytical approaches

  • Work with digital/data function to identify areas of improvement for data quality, reliability, transparency, user experience and satisfaction of engagement analytical offers

  • Assist to communicate and cascade customer engagement analytics strategic roadmap in the organization when appropriate

Qualifications Required:

  • Bachelor’s Degree as minimum in engineering, business management, mathematics, economics or data analytics; Masters or advanced degree is a plus

  • 10+ years of pharmaceutical experience, 5+ years of Business Operations & Support, Analytics and/or Data Management experience

  • Business acumen for commercial and customer-facing interactions

  • Thorough knowledge of and a high skill level in business analytics, project/program management as well as omnichannel management

  • Familiar and comfortable in agile ways of working

  • Strong proven leadership, analytical, collaboration and communication skills

  • Strong influencing skills to drive transformation and change management with country business operations leaders

  • Demonstrated ability of leading & working in a matrix environment with many cross-functional partners, understanding and influencing decisions of senior management

  • Detailed and structured thought process while promoting simplicity in stakeholder communication

  • Ability to interact and collaborate with all levels in the organization

  • Proactive in nature, actively participates and self-motivated

As a healthcare company and a vaccine manufacturer, Sanofi has an important responsibility to protect individual and public health. All US based roles require individuals to be fully vaccinated against COVID-19 as part of your job responsibilities.

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.



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.