Customer Lead

Job title: Customer Lead

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

About the job

Our Team:

We are seeking a highly motivated and visionary leader interested in shaping the management of people at risk of developing/or with T1 diabetes.

As the Customer Lead, you will be primarily responsible to develop and execute the customers’ activation strategy by leveraging omnichannel at local level for a first-in-class therapy in Autoimmune Type 1 Diabetes.

Reporting to Franchise Head, this role is strategically positioned to realize the ambition for T1D and contributing to the overall future success of Sanofi.

Your core responsibilities will include:

• Mapping stakeholders according to Global segmentation guidance
• Adapting customer / stakeholder journeys to local context (where appropriate) to understand end-to-end customer experience
• Leveraging Glocal modular content and messaging and adapting it to country go-to-market model and customer specificities
• Localizing the Global omnichannel strategy by identifying local customers’ maturity and preferences and defining the best way to engage with each customer segment to ensure a high-touch and personalized engagement, i.e., connecting with the right customer, at the right moment, through the right channel, with the right message to drive growth
• Defining the specific customer interaction journeys for each segment, incl. channel mix and ensuring delivery and monitoring of marketing/medical campaigns across all relevant channels
• Driving the omnichannel strategy execution by providing advice and guidance to cross-functional field teams (incl. Commercial and Medical) on innovative tools and channels to leverage (incl. social media, peer-to-peer communities, online forums, portals, etc.), best practices to apply, etc.
• Overseeing the implementation of local customer journeys and solutions
• Monitoring and measuring customer experience by implementing customer feedback loops and tracking customer engagement related KPIs, identifying areas for improvement and implementing action plans to improve where relevant
• Continuously optimizing omnichannel engagement strategy by leveraging AI and other sophisticated technology to inform more personalization and enhanced experience for customers when relevant (e.g., through innovative tools/solutions)
• Driving customer-centric culture within the organization, promoting a focus on customer needs and fostering a customer-centric mindset

About you

• Experience:
  • 2-3 years marketing experience & digital marketing with solid success records in digital marketing
• Soft skills:
  • Excellent interpersonal and communication skills, with ability to effectively engage internal and external stakeholders, build and cultivate strong working relationships
  • Unconventional thinking, always looking for new ways to achieve business goals
  • Ability to work agile, demonstrate creativity and be a strong team player
  • Open for innovative digital trends in pharma
  • Leadership and skills for people development
  • Ability to learn and adapt quickly within complex and changing surroundings
  • Resilience, rigor and reliability
  • The development of a network, internal and external, of communication, content and digital experts beyond the pharmaceutical industry
  • Ability to build proper environment to enable Playing to Win culture to flourish (e.g., stretch & Patient focus)
• Technical skills:
  • Customer Marketing profile
  • In-depth understanding of the market, competition and future trends
  • Ability to take data-driven decisions on priority segments and initiatives for growth (based on customer needs)
  • Tech-savvy, knowledgeable of the current digital trends/models with general all-around digital skills (Marketing Automation, Email Marketing, Web Development, UX/UI, Analytics, SEO, SEM, Social Media, etc.)
  • High understanding of customer needs and expectations to create individual, exceptional customer experience
  • Ability to localize and drive the execution of the omnichannel strategy, to ensure a high-touch and personalized engagement
  • Strong project management skills
  • Strong strategic-analytical and conceptual skills
  • Knowledge and experience of innovative methodologies such as scrum, lean start-up, nudge and design thinking

• Education: Bachelors degree in Phrma, Marketing, Business Administration, or a related field; Advanced degree preferred

• Languages: Strong communication and presentation skills in English both written and verbal.

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!