Global Head of Customer Experience in Paris, France

Le contenu du poste est libellé en anglais car il nécessite de nombreuses interactions avec nos filiales à l’international, l’anglais étant la langue de travail.

This job offer is accessible to all, regardless of gender.

Job title : Global Head of Customer Experience

• Location: La Maison Sanofi, Paris (FR). Other European locations to be discussed.

• Job type: Permanent, full-time. 30% of travel expected

About the job

Are you ready to be part of the history?

Sanofi boasts its most robust R&D pipeline and new launches in history. Funding this pipeline is crucial to our Play-To-Win strategy, aiming to improve lives through scientific breakthroughs. Modernizing Sanofi, involves organizing the Go-to-Market Capabilities (GTMC) team globally. GTMC will enhance our commercial operations by eliminating silos, standardizing processes, and fostering a One Sanofi approach. This reallocation of resources will accelerate decision-making and entrepreneurial spirit. The Launch Excellence/Marketing Excellence pillar will establish a cross-functional framework for launch excellence, ensuring top-tier Medico Marketing and upskilling teams with new technologies and capabilities, serving as a center for expertise and support.

As a Global Head of Customer Experience lead organization transformation towards a BiC customer focused organization leveraging technology and AI.

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

At Sanofi, we chase the miracles of science to improve people’s lives. We believe our cutting-edge science and manufacturing, fuelled by data and digital technologies, have the potential to transform the practice of medicine, turning the impossible into possible for millions of people.

Main responsibilities:

• Being a key player who will contribute to thought leadership across all aspects of Commercialization performance cross GBU in terms of customer centric approach bringing new and innovative ways of working, benchmarking best in class approaches in Pharma Industry and beyond

• Drive new POC of new commercial models, test, learn and scale cross GBUs according to business priorities

• Share best practices and learnings of new commercial models across GBUs, (i.e. Customer First)

• Provide thought leadership on developments in marketing, capabilities & emerging trends

• Work closely with GenAI and Omnichannel teams to ensure strong commercial alignment and strategic alignment

• Assess and prioritize capability gaps and new technologies needs to enhance capabilities towards pharmaceutical leading practices

• Implement ways to continuous monitor customer feedback (Voice of the customer) and incorporating customer insights in the decision-making process at all levels of the organization

About you

Experience :

• Seasoned experience in global cross functional leadership, experience in innovation lab

• In-depth understanding and expertise from pharmaceutical industry

• Driving digital transformation and change management

• Commercial mindset and expertise

Soft and technical skills :

• Agile mindset and practice: ensure the correct pace of the acceleration being outcome goal oriented

• Ability to leverage networks, to develop people, coach & give feedback, empower people

• Ability to lead change while achieving business goals & objectives, act for change

• Challenge the status quo. Be persistent and resilient

Languages :

• Verbal and written fluency in English. French will be an advantage

Why choose us?

• As a leadership team member of LEX/MEX organization, define and implement the Commercial Excellence strategy, scouting external benchmarks within pharmaceutical industry and beyond and leveraging internal best practices

• Define new Go-To-Market models to continuously modernise our commercial approach, in connection with other initiatives as customer first

• Bring the miracles of science to life alongside a supportive, future-focused team

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention, and wellness programs and at least 14 weeks’ gender-neutral parental leave

Pursue Progress . Discover Extraordinary .

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

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

Watch our ALL IN video (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) !

#GD-SA

#LI-SA

#LI-Onsite

Pursue progress , discover extraordinary

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 (https://www.youtube.com/watch?v=SkpDBZ-CJKw&t=67s) and check out our Diversity Equity and Inclusion actions at sanofi.com (https://www.sanofi.com/en/our-responsibility/equality-and-inclusiveness) !

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi (https://youtu.be/96EwNjb1TLo)

As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live.

All in for Diversity, Equity and Inclusion at Sanofi – YouTube (http://www.youtube.com/watch?v=SkpDBZ-CJKw&t=2s)