Head of Customer Relationship, Strategic Customers – Vaccines

Job title:  Head of Customer Relationship, Strategic Customers – Vaccines

Location: Morristown, NJ

About the Job

Join the team protecting half a billion lives every year with next-gen science, mRNA innovation, and AI-driven breakthroughs. In Vaccines, you’ll help advance prevention on a global scale - and shape the future of immunization.

The Head of Customer Relationship, Strategic Customers – Vaccines, is responsible for developing and executing strategies that strengthen partnerships with healthcare providers, public health organizations, and key stakeholders in the vaccine ecosystem. This role ensures alignment between customer priorities and organizational objectives, driving trust, compliance, and long-term engagement. The position leads a team of 10 professionals focused on delivering exceptional customer experiences, retention, and growth while navigating regulatory and market complexities.

About Sanofi:
We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.
 

Main Responsibilities

Executive Relationship Leadership

• Build and maintain strong, senior-level relationships with strategic customers, including health systems, government agencies, and large provider networks.

• Serve as a trusted advisor on vaccine portfolio solutions, compliance, and public health initiatives.

• Lead a team that will interact with and handle Sanofi’s top customers.

Strategic Planning & Execution

• Develop and implement relationship strategies that support immunization goals and customer success.

• Collaborate with internal teams (Sales, Medical Affairs, Market Access) to deliver tailored solutions and ensure seamless execution of vaccine programs.

Growth & Value Creation

• Identify opportunities for joint value creation, including co-innovation and strategic partnerships to improve vaccination coverage.

• Develop key metrics to measure success for each account to ensure we increase their spending with Sanofi.

• Monitor key metrics to highlight customer growth and retention.

• Grow and strengthen this team while developing the North Star roadmap to create a best-in-class program.

• Collaborate with Marketing on existing and new offerings for these high-value customers to increase their customer lifetime value.

Team Leadership

• Manage and mentor a team of 10 Customer Relationship Managers, ensuring consistent delivery of best practices and high performance.

• Foster a culture of collaboration, accountability, and continuous improvement.

• Coach and develop direct reports and ensure they exceed established goals.

• Responsible for building, training, and developing a high-performing team through strategic hiring, ongoing professional development, and performance management.

Compliance & Regulatory Alignment

• Ensure all customer engagement activities adhere to industry regulations, ethical standards, and company policies.

• Partner with Legal and Compliance teams to maintain transparency and integrity in all interactions.

• Performance Monitoring & Insights

• Track relationship health and satisfaction using both qualitative and quantitative measures. Provide executive-level reports on relationship status, opportunities, and risks.

• Conduct monthly business reviews with key stakeholders to monitor account performance and identify growth opportunities.

• Regional Focus Statement: This role will focus specifically on strategic accounts across Canada and the United States, requiring an understanding of both markets' healthcare systems and purchasing processes."

• Account-Specific Experience: Experience managing relationships with government health agencies, large retail pharmacy chains, and integrated delivery networks.

• Travel Requirements: Position requires approximately 30-40% travel throughout North America to maintain in-person relationships with key accounts.

• Language Requirements: French language proficiency to handle Canada’s customers.

Success Metrics (KPIs)

• Customer Satisfaction (CSAT/NPS): Achieve >90% satisfaction across strategic accounts.

• Retention Rate: Maintain 95%+ retention of key vac