Supply Chain Tactical Customer Engagement Lead

Who You Are:

• Responsible for Supply Chain Customer Engagement of customers according to differentiated service model based on segmentation.

• Drives Supply Chain collaboration strategy, joint scorecards & cost to serve improvements, coordinating all internal & external stakeholders.

• Liaises with Trade & O2C functions to drive service levels, optimal cost to serve & satisfaction of customers

• Creates positive customer experience, providing added value at every customer interaction.

The Team:

The Supply Chain Tactical Customer Engagement Leads work in a matured and seasoned Supply Chain team to support the ambition “Growing Capabilities” to Gartner 4 Maturity Level which is a customer engagement-oriented model to maximize customer satisfaction and boost joint value creation.

Job Highlights:

Accountable for the SC Relationship with Priority customers, with specific SC Engagement focus on the top-segment (VIP) customers. Ensuring the following are in place: 

• Regular SC Operational meetings

• Regular Customer visits

• Joint Scorecards

• Service Plans

• Value-tracking

• Satisfaction measures

• Clear & regular communications to internal/external stakeholders

Collaboration with Global Customer Fulfilment CoE:

• Acts as local extension to Global Customer Fulfilment CoE, driving local execution of global strategy, providing coaching & support network to other local Customer Facing associates  

• Actively participants in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere

• community, sharing local best practice & adopting best practice seen elsewhere

• Actively contributes to global strategy development

• Agree targets for value-creation & satisfaction

Segmentation

• In collaboration with local Trade, conduct customer segmentation based on Global Customer Fulfilment CoE playbook.

Simplification

• Drive development & execution of simplification plans

• Ensure simplification benefits are realizable & tracked

Collaboration

• Drive ‘level-up’ SC customer collaboration activity within Service Plans. Including: Brilliant Basics, trade terms, surcharge model & tactical collaborative opportunities

• Ensure that demonstrable value-tracking is in place

Customer Experience

• Ensure regular ‘Voice of the Customer’ satisfaction measures are in place, both periodic i.e., VOLT/DELIGHT & real-time e.g., NPS/CSAT

• Ensure action plans are in place to address satisfaction gaps & are well tracked

• Drive Customer Ethnographer mindset in conjunction with Customer Engagement Specialists (studying the customer, learning about their environment & overall experience)

Basic Qualifications:

• Bachelor’s Degree.

• Minimum 10 years of customer service experience

Preferred Qualifications:

• Demonstrated ability to develop and implement customer care plans and initiatives, account management experience preferred.

• Knowledge on Trade, Customer Service Business, and Logistics.

• Communication and Negotiation competencies.

• Demonstrated leadership and ability to lead through change leveraging change management tools.

• Stakeholder Management skills.

• Knowledge of SAP.

• Proficient in the MS Office Suite of products.

• Able to work with data, drive business value analysis and KPIs.

• Ability to communicate clearly in English.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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