Job title:Customer Engagement Manager – MYSG Dupixent Respiratory
Location:Malaysia
About the jobWe 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:Embed transformation of the Go-To-Customer model to an agile, sustainable and flexible model for the country aligned with GenMed transformation Go-To-market transformation vision.
Design and implement the local customer engagement plan related to the customer segment under his/her responsibility.
Implement the country long-term strategy to achieve excellence in Omni-Channel activities and customer engagement, collaborating with MCO marketing, medical and key support partners (ITS, Business Operations & support, legal, compliance, regulatory affairs).
Develop a strong CE network within the Country by sharing and supporting the implementation of best practices.
Ensure all local teams are equipped with necessary knowledge and tools related to Customer engagement, Omni-Channel activities.
Participate in cross country CE projects.
Prepare and execute Customer Engagement local level strategy and operational plan in collaboration with the marketing, medical and commercial team.
Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.
Define best practice content strategy implementation in respect to positioning and messages delivered by marketing (Glocal model).
Prepare well-articulated requirements regarding channels development to be presented to BOS dept. and ensure effective usage with Omni-Channel approach.
Set up & monitor KPIs in cooperation with BOS with respect to external and internal benchmarks.
Pull analyses and share data on monthly and quarterly basis to highlight insights and make actionable decisions with local marketing and commercial team and across MCO CE network.
Develop or adapt customer/brand value propositions aligned with brand/GBU Glocal strategy.
Work closely with medical and commercial teams while developing and implementing CE strategy and plans.
Demonstrate capability to innovate and drive change.
Collaborate effectively with other functions including BOS, ITS, Regulatory, Legal, Purchasing and Finance.
Maintain effective internal communications to ensure that all relevant company functions are kept informed of channel/campaign objectives.
Identify, measure and track key performance indicators at strategic and operational level to determine customer engagement plans results/success and business impact.
Act in line with all ethical & compliance rules of the Group.
Take personal accountability for understanding how to work in an ethical and compliant way.
Comply with all Sanofi HSE Corporate Policy & Requirements as well as local procedures and traffic regulations.
About youMinimum of 5 years' experience in pharmaceutical industry, in an international environment.
Experience in a specialty field is an advantage.
Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing.
Proven team/network/community management experience.
Excellent communication skills (including English), ability to involve people.
Experience working in cross-functional teams, with a high level of collaboration.
Creativity and focus on finding solutions to achieve results.
Experience working closely with Sales and other transversal teams such as ITS, CRM, Market Research, Training, Medical, Public Affairs, Market Access, Legal/DPO (GDPR) and other stakeholders.
Cooperative with other Country/MCO/Cluster teams to share experience and coordinate CE operations.
Strong marketing knowledge, strategic analysis and planning, project management skills, and IT skills (Outlook, Word, Excel, PowerPoint).
Business acumen: Understands business environment; able to prospect for/generate new opportunities; numerate and with good analytical skills; ability to prioritize; overachievement against set objectives; good selling skills; excellent interpersonal skills.
Leadership: Engages others through active communication; demonstrates a high level of drive, passion and ambition for optimal results; challenges the current market status quo.
Networking: Strong relationship builder with internal and external customers; seeks out new opportunities; demonstrates teamwork and sharing of best practices.#J-18808-Ljbffr