Associate Director, Tzield and Diabetes Customer Engagement

Job title: Associate Director, Tzield and Diabetes Customer Engagement

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 Tzield and Diabetes Customer Engagement Lead role oversees the key interface between Tzield and Diabetes brand marketing teams and the GTMC OC Team. They are responsible for the end-to-end development and execution of an integrated HCP and/or Consumer engagement plan for US brands to maximize the impact of marketing campaigns, achieve target KPIs, and drive a customer experience aligned to the wider omnichannel ambition. As part of these efforts, the Customer Engagement Lead will also be accountable for managing omnichannel capability development for their assigned brands, and ensuring that brand marketers are adopting best practice.

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:

• Develop and execute US brands’ omnichannel strategy into an integrated and sequenced omnichannel campaign(s)

• Plan and measure omnichannel campaigns, adjusting to changing competitive landscape and/or changing customer behaviors

• Partner with internal functions (e.g., Advanced Analytics, omnichannel media and channel leads) to ensure omnichannel campaign is grounded in customer insights, ROI/performance, behavioral objectives, and competitive activities

• Serve as a liaison between the brand and the wider GTMC Omnichannel team in the development of assets for the omnichannel campaign, from concept to MLR approval to deployment (e.g., website content, promotional emails, third-party digital tactics, etc.). 

• Design customer journey maps (for HCPs, Consumers, and other customer types) and drive alignment of brand content and digital channels to deliver superior customer experiences

• Manage and report on omnichannel campaign performance with emphasis on analytics and key performance indicators (KPIs)

• Continuously iterate and improve omnichannel campaigns and journey maps in response to analytics insights

• Establish trusted partnership with cross-functional partners and stakeholders

• Collaborate with US Tzield and Diabetes brands on a process to share information and experiences, leverage initiatives across the portfolio where appropriate to enhance omnichannel efforts

• Drive a cross-brand marketing cultural change towards a truly customer-centric model that is insights driven and externally focused

• Drive innovation culture by continually challenging the status quo to adopt new digital approaches through experimentation

• Contribute to the development of annual strategic integrated marketing plans aligned to business goals