Customer Engagement Lead – Supply Chain

Who You Are

You are an experienced relationship manager whose responsibilities include ensuring our products will be delivered to top-segment large buyers, and ultimately, to the patients whose health depends on it. You understand our medicines, the supply chain, and how to ensure customer satisfaction through value creation. You are a borderless collaborator and communicator who plays a critical liaison role with both internal & external stakeholders.

Job Responsibilities

  • Developing and implementing customer experience strategies and initiatives

  • Analyzing customer feedback and data to identify improvement opportunities

  • Ensuring consistent and positive customer interactions across all touchpoints

  • Collaborating with cross-functional teams to enhance customer satisfaction

  • Actively collaborates with peers in the Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere

  • Conducts customer segmentation based on Global Customer Fulfilment CoE playbook and in collaboration with local Trade teams

  • Directly involved in the identification, creation and outcomes of simplification plans & opportunities to improve the overall customer experience (e.g. Voice of the Customer, Net Promoter Scores).

  • Working Hours 8:30 am – 5:00 pm

Basic Qualifications

  • Bachelor’s Degree from an accredited college or university

  • At least 10 years combined experience in some/all of the following: customer service, marketing, sales, supply chain and/or procurement.

  • Must have Pharma Experience.

Preferred Qualifications

  • Demonstrated ability to develop and implement customer care plans and initiatives, account management experience preferred.

  • Knowledge on Trade, Customer Service Business, and Logistics.

  • Communication and Negotiation competencies.

  • Demonstrated leadership and ability to lead through change leveraging change management tools.

  • Stakeholder Management skills.

  • Knowledge of SAP.

  • Proficient in the MS Office Suite of products.

  • Able to work with data, drive business value analysis and KPIs.

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.