Flu Customer Engagement Manager
Synthorx
This job is no longer accepting applications
See open jobs at Synthorx.See open jobs similar to "Flu Customer Engagement Manager" Correlation Ventures.Flu Customer Engagement Manager
- Location: Bogotá, Colombia
- Type of role: full time - Permanent
About de role
The “Customer Engagement” role is designed to focus exclusively on strategic discipline and customer engagement at product/indication level for local markets. This role assumes paramount importance in having an holistic local market understanding and directly engaging with customers, understanding their needs and preferences, while delivering seamless and consistent customer experience. As a result, enhance customer satisfaction and loyalty and ultimately, improvement of patient outcomes.
Customer Strategic Focus (How to win) : Responsible to orchestrate all actions related to product activation aligned with the country/geography objectives and with LATAM brand leads. Identify key opportunities to enhance engagement and satisfaction while anticipating market changes, dynamics in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving competitive landscape.
Customer Engagement Strategy and Execution: Develop and implement a comprehensive customer engagement strategy that prioritizes direct, meaningful interactions, leveraging insights to drive engagement and satisfaction, integrating all customer interacions into one single customer strategy.
Design customer journeys: Map out comprehensive customer journeys for each persona, identifying key touchpoints and opportunities to engage and add value
Analyze touchpoints across the customer journey: Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement
Customer Persona Development: Craft detailed customer personas based on robust data and insights, enabling the team to deeply understand the motivations, challenges, and behaviors of different customer segments.
Go-to-Market
Channel Assessment & Choices: Conduct thorough assessments of available go-to-market channels, evaluating their effectiveness in reaching target customer segments. Make strategic choices about which channels to prioritize based on alignmenet with customer preferences and behaviors, ensuring efficient and impactful reach
Call Plan by Channel: Develop detailed call plans for each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates
Omni-Channel Engagement: utilize an omni-channel approach to map and analyze customers adoption in alignment with customer journey and across multiple platforms with the objective of optimizing these interactions for a seamless and positive experience.
Customer Insights: collect and analyze customer feedback and insights to identify areas for improvement and change course to address pain points and manage customer expectations
Mastering LATAM Matrix: Work closely with Brand Leads to ensure that engagement strategies complement and amplify brand strategies, align with the overall objectives
Cross-Functional Collaboration: Work closely with local Sales, Access, and prioritized areas to ensure that engagement strategies are fully and flawlessly implemented
Action Plan Development and Execution: Develop and execute a detailed action plan that aligns with brand goals and key focus areas, ensuring resources are effectively allocated and timelines are met to achieve strategic objectives.
Drive an Agile mindset with the transversal team when possible propeling an innovation mindset while optimizing processes and systems to ensure a seamless and positive customer journey
Compliance: Respects corporate commitment and compliance guidelines. Ensure that all products within the portfolio comply. Monitor product compliance and work closely with Pharmacovigilance.
P2W Ambassador: Be an inspirational leader by supercharging our Play to Win Strategy, Behaviors, and unique culture. Lead and attend our sanofians to thrive transformation and change.
About you
Education Background: Bachelor’s degree in science, MBA is a distinct advantage.
Industry Expertise: Deep understanding of the pharmaceutical industry’s regulatory environment, local market dynamics, and the healthcare ecosystem specific needs and behaviours
Customer Engagement Relevance: Proven experience in developing, adjusting, and leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a tracked record of delivering exceptional customer experiences and a deep understanding of customer engagement channels, platforms and tools.
Customer-Centric Mindset: A deep understanding of local healthcare ecosystem, professionals’ and patients’ needs and expectations, enabling the development of strategies and messages that resonate and deliver value
Customer Engagement Strategy Execution: Proven track record of developing and implementing successful customer engagement strategies that have significantly improved customer satisfaction and loyalty.
Experience:
Experience in Customer Engagement: Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of delivering exceptional customer experiences and a deep understanding of customer engagement channels and tools
Digital Transformation Initiatives: Hands-on experience in leading digital transformation projects, specifically those enhancing customer engagement through AI and data analytics.
Digital engagement tools and platforms: with a strong understanding of how AI can be applied to enhance customer interactions and personalize communication.
Agile Project Leadership: Demonstrated ability to manage projects using Agile methodologies, effectively leading cross-functional teams and adapting strategies in a dynamic, fast-paced environment.
Regulatory compliance: Experience ensuring all customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry.
Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. CX professionals need to identify and map out the various touchpoints and interactions customers have with the company, from initial awareness to post-purchase support.
Language Proficiency: Fluent in Spanish and advanced English
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
#LI-LATAM
#LI-HYBRID
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 and check out our Diversity Equity and Inclusion actions at sanofi.com!
This job is no longer accepting applications
See open jobs at Synthorx.See open jobs similar to "Flu Customer Engagement Manager" Correlation Ventures.