Director, NA Omnichannel CRM Operations

Job title: Director, NA Omnichannel CRM Operations

Location: Bridgewater, NJ

About the Job

The new Go-to-Market Capabilities (GTMC) organization is designed to drive best-in-class capabilities across the board, to bring value and excellence in Sanofi’s commercial operations across its global organization and in local markets. This will be achieved through process and tool standardization, the removal of barriers between business units, and reduction in capability duplication.

The North America Go-To-Market Capabilities Omnichannel team (NA GTMC OC) will support Sanofi’s North American brand marketing teams to execute meaningful, customer centric, agile marketing across all of Sanofi’s channels. The team includes end-to-end campaign management capabilities, channel experts, day-to-day operations leads, and a transformation function responsible for the organization and delivery of continuous improvement to marketing operations processes.

The NA GTMC OC team has been created to:

• Unlock true cross-brand omnichannel marketing capability and integrating innovations that accelerate brand marketing outcomes

• Free up capacity in marketing teams to focus on brand and content strategy

• Accelerate and standardize omnichannel operations processes

• Improve sharing of best practice

• Clarify accountabilities for day-to-day marketing activities, as well as long term improvement efforts

• Realize efficiencies and economies of scale across the North America and Global marketing organizations

The NA Omnichannel CRM Operations Lead role is responsible for Sanofi’s Salesforce Marketing Cloud (SFMC) platform in North America, supporting brands in transforming their customer engagement plans into an operationalized omnichannel campaign, ensuring that the right message reaches the right customer through the right channel at the right time. The CRM Operations Lead will work closely with OC team members and other relevant parties to ensure the CRM is enabling cutting edge omnichannel capability.

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.

Main Responsibilities:

• Manage the integration and ongoing maintenance of SFMC, driving effective end-to-end omnichannel campaigns

• Maintain and integrate customer data, and advise brand marketing teams on effective segmentation

• Drive execution of email content, collaborating with other channel colleagues to ensure effective omnichannel marketing

• Manage the relationship with Salesforce, and other third party vendors, to support ongoing omnichannel capability development

• Support the development of customer journeys in SFMC, ensuring these correspond to brand marketing team’s customer strategy and campaign plans

• Ensure ongoing regulatory and data privacy compliance

• Identify opportunities for process improvement, including the integration of innovative solutions to further improve CRM capabilities, aligned with the wider Omnichannel vision

• Monitor overall CRM performance, and advise brands on improvements to tactics or strategy to increase ROI

• Support the onboarding and upskilling of North America and offshore colleagues

• Collaborate with Global, Brand, Digital, and other counterparts as necessary to deliver on responsibilities

• Collaborate proactively with GTMC OC and other colleagues on improvements to day-to-day marketing operations processes

• Contribute to knowledge sharing and upskilling programs

• Support the delivery of key transformation programs

• Drive excellent working relationships with agency and vendor partners

• Drive cultural change through the championing of an agile, customer-oriented mindset

About You

Skills:

• Deep familiarity with Salesforce Marketing Cloud (SFMC), preferably in a pharmaceutical context

• Ability to translate customer engagement plans into customer journey maps on the CRM platform

• Deep knowledge and understanding of omnichannel marketing principles

• Understanding of general marketing tactics, processes, and requireme