Flu Customer Engagement Manager

Job title: Flu Customer Engagement Manager ​

• Location: ES Barcelona / Edificio Meridian
• Job type: Permanent, Full time

About the job

Role Objective

The Customer Engagement (CE) role is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in directly engaging with customers, understanding their needs and preferences, and driving engagement plans that enhance customer satisfaction and loyalty.

The role aims to:

• Develop market and customer knowledge with strategic collaboration

• • Understand the Spanish vaccine market, including the functioning of national and regional scientific societies, to map them and generate collaboration opportunities

  • Identify key customer needs (KOLs, Public Health, Scientific Societies) and create spaces for interaction (congresses, meetings, projects)

  • Maintain effective customer interactions with solid knowledge of Sanofi products and competition

  • Understand regional plans and collaborate with RTMs/MSLs to complement and maximize implemented actions

• Foster internal collaboration and cross-functional alignment

• • Create interaction spaces with RTMs and MSLs (joint MSL-RTM-CE forums) to understand field needs and contribute ideas aligned with brand strategy

  • Bridge national projects and their regional adaptation, leading the national-regional co-creation process

  • Collaborate closely with Medical Advisor (MA) in co-creating materials and projects from inception

  • Coordinate with Communication and Digital (GTMC) areas to optimize visibility, coherence, and impact amplification

• Develop strategic materials and content

• • Act as a facilitator of tools and projects, ensuring they are adapted to local needs

  • Develop materials aligned with strategic objectives through co-creation with Medical and Marketing, adapted to customer type and channel

  • Plan omnichannel content, ensuring coherence across channels and messages

• Organize, monitor and evaluate actions

• • Organize and coordinate events (scientific meetings, workshops, regional forums) and monitor their impact

  • Translate insights into strategic and tactical plans ("insight to message"), leveraging CRM, meetings, and forums

Role Responsibilities

Lead and execute innovative customer engagement strategies within the assigned country, prioritizing direct interactions with customers. The role aims to embody and advocate for a "Customer First" philosophy, ensuring that all engagement initiatives are deeply aligned with customer needs, thereby driving satisfaction and loyalty.

• Customer Engagement Strategy: Develop and implement a comprehensive customer engagement strategy that prioritizes direct, meaningful interactions, leveraging insights to drive engagement and satisfaction.

• • Design customer journeys: Ensure the personalization of customer interactions & content across channels.

  • Analyze touchpoints across the customer journey: Leverage data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement.

  • Content Strategy Plan: Develop the adapted content, on a glocal manner, in respect of the regulatory frame & in coordination with the dedicated partner functions (medical, regulatory...).

• Omni-Channel Engagement: Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they are.

• • Map out the entire customer journey, identifying touchpoints across various channels.

  • Analyze how customers interact with the brand at each touchpoint and work to optimize these interactions for a seamless and positive experience.

  • Work closely with GTMC team.

• Customer Insight and Analysis:

• • Engage with customers face to face (through visits, meetings and congresses) in close collaboration with RTM team when applicable and medical.

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