• Hiring Manager: Korea Supply Chain Excellence & Customer Care Manager

• Location: Seoul, Korea

• 10 ~ 20% local travel expected to visit and engage with customers

• Job type: Permanent

About the job

Main responsibilities:

Responsible for SC relationship for assigned Top Segment & Priority Customers concerning the O2C process. Proactively engages assigned customers to deliver effective communication & continuous improvements. Liaises with Trade & O2C functions to drive service levels, optimal cost to serve & satisfaction of customers. Creates positive customer experience, providing added-value at every customer interaction.

Works in close collaboration & complementary to Trade. Responsible for segmentation process in conjunction with Trade. Primarily medium-term focus.

Activities:

• Responsible for the SC Relationship with VIP & Priority customers. Ensuring the following are in place:

  • Act as Customer Ethnographer, studying the customer, learning about their environment & overall experience to optimize customer experience

  • Accountable for any escalated issues & requests from their assigned customers to ensure they are resolved on timely basis

  • Clear & regular communications to internal/external stakeholders

  • Proactively act upon ‘Voice of the Customer’ data to drive Customer Satisfaction

  • Regular Customer visits

  • Customer Card

  • Service Plans

• Process Effectiveness & Analytics

  • Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements

  • Communicate root cause analysis of issues found

  • Executes additional process analysis when requested

  • Support local team with reporting & KPIs

  • Prepare/extract KPIs for fulfilment processes

  • SISO & SIT consolidation & analysis

  • Manage VMI customer analytics & replenishment (where relevant)
    

• Collaboration with Master Data experts:

  • Coordinate with Trade & Contract & Commercial conditions maintenance when there is new pricing or contract modifications &/or Customer master data requested by the customer

  • Ensure check product & price conditions in Sanofi & customer systems are aligned to prevent issues in the order management process
    

• Collaboration with Global Customer Fulfilment CoE:

  • Acts as local extension to Global Customer Fulfilment CoE, driving local execution of global strategy, providing coaching & support network to other SC Customer Engagement associates

  • Actively participants in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere

  • Actively contributes to global strategy development

  • Agree targets for value-creation & satisfaction

• Segmentation

  • In collaboration with local Trade, conduct customer segmentation based on Global Customer Fulfilment CoE playbook

• Simplification

  • Drive development & execution of simplification plans

  • Ensure simplification benefits are realizable & tracked

• Collaboration

  • Drive ‘level-up’ SC customer collaboration activity within Service Plans. Including: Brilliant Basics, trade terms, surcharge model & tactical collaborative opportunities

  • Ensure that demonstrable value-tracking is in place

• Customer Experience

  • Ensure regular ‘Voice of the Customer’ satisfaction measures are in place, both periodic i.e. VOLT/DELIGHT & real-time e.g. NPS/CSAT

  • Ensure action plans are in place to address satisfaction gaps & are well tracked

  • Drive Customer Ethnographer mindset in conjunction with SC Customer Engagement Specialists (studying the customer, learning about their environment & overall experience)

About you

• Experience: Demonstrated ability to develop and implement customer care plans and initiatives, Pharmaceutical Industry experience preferred

• Soft skills:

  • Demonstrated strong analytical and problem solving skills

  • Knowledge on Trade, Customer Service, Business, and Logistics;

  • Communication and Negotiation competencies;

  • Stakeholder Management skills; change management mindsets

• Technical skills

  • Able to work with data to provide sophisticated analysis, drive business value analysis, KPIs

  • Proficiency in the Microsoft Office suite of products including Power Apps

  • Experience with SAP preferred

• Education: Bachelor’s degree and above

• Languages: Business professional of English and Korean in both writing and speaking

Sanofi Behaviors and Skills

This position is required to demonstrate behaviors such as Stretch, Put the interest of the organization, Act in the interest of our patients and customers and Take Action. During the interview we will also be asking for examples of skills such as Strategic Thinking, Result Orientation, People Leadership (if applicable), Relationship and Influence.

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, disability, or gender identity.

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

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.