Customer Engagement Lead - RSV

Job title: Customer Engagement Lead – RSV

• Location: Riyadh
• Job type: Permanent, Full time

About the job

Lead and execute innovative customer engagement strategies within the assigned geography/country, prioritizing direct interactions with customers. The role aims to embody and advocate for a “Customer First” philosophy, ensuring that all engagement initiatives are deeply aligned with customer needs, thereby driving satisfaction and loyalty.

Customer Engagement:

• Develop and implement a comprehensive customer engagement strategy that prioritizes direct, meaningful interactions, leveraging insights to drive engagement and satisfaction
• Drive customer journeys: Leads the execution of the marketing events and communications elements of the annual marketing plan
• Act as lead point of contact for all event operations associated with RSV franchise in KSA
• Understand and apply marketing framework and links customer acquisition and retention strategies to event and communication strategies
• Create marketing communication strategies to understand, develop, and enhance the relationship between the different customers.
• Ensure the personalization of customer interactions & content across channels
• Analyze touchpoints across the customer journey: Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement.
• Overseeing all logistical aspects, including venue selection, catering, transportation, and equipment.
• Managing budgets and ensuring cost-effectiveness in event planning.
• Coordinating with vendors, sponsors, and other stakeholders.
• Handling event registrations, attendee management, and on-site coordination.
• Content Strategy Plan: Develop the adapted content, on a glocal manner, in respect of the regulatory frame & in coordination with the dedicated partner functions (medical, regulatory...)
• Collaboration with Brand Leads: Work closely with Brand Leads to ensure that engagement strategies complement and amplify brand strategies, align with the overall objectives

Customer Insight and Analysis:

• Collect customer feedback and insights to identify areas for improvement
• Enhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectations

Cross-Functional Leadership:

• Lead the customer engagement with a strong “Customer First” ethos, empowering team members to innovate and excel in their engagement initiatives
• Work in close cooperation with the salesforce optimizing processes and systems to ensure a seamless and positive customer journey
• Ensure that employees understand and deliver a positive customer experience is a key aspect of CX roles. This involves training employees to meet customer expectations and handle various customer interactions effectively
• Work in Agile when possible, with the transversal team when possible, with an innovation mindset

About you

• Education: Bachelor’s degree in Marketing, Business Administration, or any related field.
• Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement
• Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. CX professionals need to identify and map out the various touchpoints and interactions customers have with the company, from initial awareness to post-purchase support.
• Technical proficiency: Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies
• Language Proficiency: Fluent in English & Arabic

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!