Sanofi Group Director, Customer Centricity in Swiftwater, Pennsylvania
Job Title : Director, Customer Centricity
Division/Business Unit : Strategic Planning & Customer Operations
Location : Swiftwater, PA (remote considered for right candidate)
Grade : 4-1
Summary of Purpose/Major Responsibilities
The Director, Customer Centricity will play a key role in the Customer Experience team responsible for steering the customer-facing functions ensuring the customer is at the core of our operations. This leader will be responsible for implementing the long-term vision, strategy and efforts related to Customer Centricity ensuring this strategy is applied to all customer touchpoints. This person will play a key role in how Sanofi Pasteur differentiates itself by understanding our customers’ needs and executing on solutions to help them achieve their immunization goals.
Objective : Oversee the development and distribution/execution of customer centric tactics, initiatives, and projects.
Lead customer insights and metrics strategy, including CXM.
Lead customer journey mapping initiatives, thru both product and portfolio perspectives.
Identify and execute journey map metrics to inform decision making
Partner with customer service teams to prioritize activities and initiatives to enhance the broader organization’s CX strategy.
Collaborate with other functional/team leaders to ensure customer perspectives/needs are incorporated into respective strategies and tactics.
Align customer centered strategy to ensure a seamless experience across customer touchpoints.
Partner with cross functional teams to execute on customer facing activities and initiatives to enhance the end-to-end experience.
COMMUNICATION & COORDINATION
Objective : Coordinate and communicate all aspects of assigned segments with relevant stakeholders.
Partner with key stakeholders to ensure all groups are in line with Customer Centricity strategy. Stakeholders include but are not limited to Mainline & Respiratory Marketing, Sales, Commercial Training, BO&S.
Communicate and gain alignment on strategies and tactical plans with key stakeholder groups so they are prepared to support.
Provide direction and insights to functional groups.
Coordinate activities of outside vendors and agencies within budget limitations and consistent with segment strategic direction.
LEADERSHIP & DEVELOPMENT
Objective : Demonstrate ownership of business objectives, gain consensus from peers, stakeholders and leadership.
Demonstrate ownership of customer centric business plans, identify changes and bring effective solutions to Senior Management.
Own and execute personal development plan.
Lead cross functional teams and people around development of strategy and execution.
Model company values.
ORGANIZATION & TIME MANAGEMENT
Objective : Achieve maximum professional efficiencies through effective organization and time management.
Allocate your time proportionally to impact the most important business and team priorities.
Manage time and projects to acceptable and improving levels of quality and quantity.
Make effective use of support functions and resources available in Sanofi Pasteur and Vaxserve.
BA/BS Degree; MBA desirable
Experience developing and leading strategies which achieve greater innovative customer centric experiences to drive more comprehensive and results-oriented improvement in customer knowledge, customer impact and experience
Strong Operational experience executing processes and complex customer engagement scenarios
Minimum of 3-5 years in pharmaceutical marketing or sales
Demonstrated results in disruptive solutions that elevate how we understand and partner with customers to achieve business results
Exceptional leadership and influence capabilities while demonstrating inclusion and ability to create measurable change and impact with people, process and business outcomes
Proven ability to balance external customer needs/values with a clear understanding of internal business & financial objectives
Attention to detail in both written, verbal
Strong collaborator; ability to cooperate cross-functionally
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.