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Plavix Sr Customer Engagement Manager

Synthorx

Synthorx

Customer Service
Seoul, South Korea
Posted on Friday, July 5, 2024

JOB PURPOSE

The Plavix Senior Customer Engagement Manager supports the Commercial team (sales and customer engagement) in the execution of Global and MCO marketing and brand direction with a key focus on Customer Strategy.

ORGANIZATION CONTEXT

Solid line reporting to CV Brand Lead in CV-EP in Korea.

KEY ACCOUNTABILITIES

  • Support Brand Leads in the development of the Country Activation and brand plans for the portfolio into MCO activation and GTM strategies.

  • Build customer engagement plans aligned to MCO activation plans and GTM strategies.

  • Utilisation and adaption of global content to ensure personalized customer interactions and maximise the customer strategy.

  • Develop detailed customer personas to understand their needs, preferences and behaviours.

  • Map the customer journey, identifying areas for improvement and working to enhance customer satisfaction, loyalty and overall experience to deliver brand objectives.

  • As required, adapt content in respect of regulatory frame and in coordination with partner functions.

  • Tailor the experience and impact through the use of customer data.

  • Support the MCO to test hypothesis in order to derive local insights to help inform MCO and Brand strategy, utilising data and your understanding of local market trends and the competitive landscape.

  • Foster effective communication across divisions and departments.

  • Utilise performance data to deliver on executional KPIs and customer engagement.

  • Work in close collaboration with the sales team and GTMC to optimise the customer journey and, identify and map optimal channels and frequency, including budget recommendations for channel investment strategy.

  • Execution of the customer engagement plan to ensure consistent messaging and seamless customer experiences

JOB-HOLDER REQUIREMENTS

Technical skills:

  • Strong experience in developing and executing customer strategy.

  • Ability to make data-driven decisions based on customer needs.

  • Customer-centricity and omnichannel excellence including experience with the collection of and use of customer data, agile operating model, new GTM models, AI and digital capabilities, with interest to proactively continue upskilling and deepening this understanding.

  • Tertiary qualifications in a relevant field e.g. Business, Commerce, Marketing, Science, Nursing, Pharmacy, Medicine.

Soft skills:

  • Ability to respond resourcefully to changing business conditions and opportunities proactively looking for ways the team can adapts is plans, tactics and strategies.

  • Build effective partnerships with key local, MCO and global stakeholders and business support functions.

  • Proactive understanding of the local market trends and the competitive landscape.

  • Worked in teams where there is a high degree of accountability and collaboration across functions and roles.

  • Role model of PTW behaviours

Experience & knowledge

  • Pharmaceutical industry experience more than 8 years

  • Experience in marketing department more than 5 year is preferred

  • High experience to develop and implement business plan is preferred

  • Digital marketing / Omnichannel engagement.

  • Worked in teams where there is a high degree of accountability and collaboration across functions and roles.

  • Fluent in English

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