The Head of Customer Experience will oversee 3 critical functions related to Sanofi Pasteur customer engagement: e-Commerce, Customer Service, and Customer Centricity. This role will be responsible for optimizing and implementing the long-term vision, strategy and efforts related to Customer Experience (CX), 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 offers solutions to help them achieve their immunization goals.
CUSTOMER EXPERIENCE STRATEGY & IMPLEMENTATION
Objective: Creation of organizational CX strategy which is derived from a balanced consideration of SP business objectives as well as customer journeys and needs.
Develop realistic and achievable CX strategies, both short-term & long-term, that can be applied for broad customer use.
Collaborate with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints
Anticipate market changes, dynamics in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world
Assess success of initiatives and solutions within segment through specific KPI's.
Objective: Lead Sanofi Pasteur's Customer Service department, with an emphasis on optimizing how the organization responds to customer concerns, requests and needs.
Daily management of SP Customer Service team, identifying & monitoring KPIs that will ultimately improve the overall customer experience.
Develop service level standards focused on response times and issue resolution.
Establish policies and procedures that produce high quality customer service delivery and reflect industry best practices.
Ensure systems are in place and utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
Align customer service activities & initiatives to support and enhance the broader organization's CX strategy.
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
Collaboration with other functional/team leaders to ensure customer perspectives/needs are incorporated into respective strategies and tactics.
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 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, and provide coaching and development to team members.
Demonstrate ownership of business plans, identify changes and bring effective solutions to Senior Management.
Own and execute personal development plan and coach / develop team members.
Lead 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 and your team's 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
Minimum 8 years Professional Experience
Marketing and/or vaccine sales experience desirable
Strong knowledge of, and experience with, customer interactions, digital platforms, e-commerce platforms, customer service needs
Preferred experience in vaccine and/or pharmaceutical industry
Strong ability to lead teams and develop people
Skilled in strategic thinking and ability to understand long-term impact of decisions
Attention to detail
Strong collaborator; ability to cooperate cross-functionally
Sanofi US is only considering candidates who are currently legally eligible to
work in the U.S.
The successful candidate will be required to sign and execute a restricted covenant upon hire.
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.
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