Customer Engagement EPOC Location : Bogota, Colombia ABOUT THE JOB: Sanofi is implementing an ambitious plan called “DRIVE” to complement our Play to Win Strategy, focusing on three main objectives: (i) fueling our pipeline, (ii) transforming Sanofi into a modern, science-driven healthcare company, and (iii) serving our patients. In this context, Sanofi is evolving its commercial model from GBU-specific country organizations to a more standardized approach to boost efficiency. As we implement our Play To Win strategy across LATAM MCO, we are adopting new ways of working from a local to a regional configuration. LATAM is a large region with diverse markets at different stages of development and maturity. New positions will play a critical role in translating, integrating, accelerating, and collaborating for the benefit of our patients. KEY DIMENSIONS: SCOPE & SCALE The “Customer Engagement” role focuses on strategic discipline and customer engagement at the product/indication level for local markets. It requires a comprehensive understanding of the local market and direct engagement with customers to understand their needs and preferences, delivering a seamless and consistent customer experience to improve satisfaction, loyalty, and patient outcomes. RESPONSIBILITIES Customer Strategic Focus (How to win): Orchestrate all actions related to product activation aligned with country/geography objectives and LATAM brand leads. Identify opportunities to enhance engagement and satisfaction, anticipating market changes and customer expectations, and strategize to meet these evolving needs. Customer Engagement Strategy and Execution: Develop and implement a comprehensive customer engagement strategy that emphasizes direct, meaningful interactions, leveraging insights to drive engagement and satisfaction, and integrating all customer interactions into a unified strategy. Design customer journeys: Map out detailed customer journeys for each persona, identifying key touchpoints and opportunities to engage and add value. Analyze touchpoints: Use data to understand individual preferences and tailor the customer experience for personalization and relevance. Customer Persona Development: Create detailed personas based on data and insights to understand motivations, challenges, and behaviors of different segments. Go-to-Market: Conduct assessments of channels, evaluate their effectiveness, and make strategic choices to prioritize channels aligned with customer preferences. Call Plan by Channel: Develop detailed call plans outlining frequency, messaging, and objectives to ensure consistent and strategic communication. Omni-Channel Engagement: Map and analyze customer adoption across platforms to optimize interactions for a seamless experience. Customer Insights: Collect and analyze feedback to identify areas for improvement and address pain points. Mastering LATAM Matrix: Collaborate with Brand Leads to align engagement strategies with brand and regional objectives. Cross-Functional Collaboration: Work with sales, access, and other teams to ensure effective implementation of engagement strategies. Action Plan Development: Create and execute detailed plans aligned with brand goals, ensuring resource allocation and timelines are met. Drive an Agile Mindset: Promote innovation and process optimization within transversal teams. Compliance: Ensure all activities adhere to corporate and regulatory guidelines, working closely with Pharmacovigilance. P2W Ambassador: Lead and inspire teams to embody Sanofi’s culture and strategic priorities, fostering transformation and change. ROLE CHALLENGES (Strategic Planning Period): Support creation of LATAM region strategies that balance global expectations with local needs. Accelerate digital transformation and Agile adoption to scale new operating models. Adapt and evolve ways of working while delivering results and avoiding disruptions. ABOUT YOU: Education: Bachelor’s degree in science; MBA is a plus. Industry Expertise: Deep knowledge of pharmaceutical regulations, local market dynamics, and healthcare ecosystem. Customer Engagement Experience: Proven success in developing and leading customer engagement initiatives, especially in healthcare or pharma sectors. Customer-Centric Mindset: Strong understanding of healthcare professionals’ and patients’ needs and expectations. Language Skills: Fluent in Spanish and proficient in English. Must Have: Successful track record in executing customer engagement strategies. Experience leading digital transformation projects with AI and data analytics. Knowledge of digital engagement tools and platforms. Proven ability to manage projects using Agile methodologies. Experience ensuring regulatory compliance in customer engagement activities. Deep understanding of customer journeys and key touchpoints. Soft and Technical Skills: Leadership and Communication: Ability to influence and coordinate across teams and cultures. Analytical and Strategic Skills: Strong ability to interpret data and develop impactful strategies. Customer Focus: Commitment to understanding and prioritizing customer needs. Adaptability and Creativity: Flexibility to adjust strategies and innovative thinking. Collaboration: Effective teamwork with brand leads and cross-functional groups. Agile Mindset: Embrace and apply Agile methodologies. WHY CHOOSE US? Opportunities for growth and career development, locally and internationally. Lead impactful customer experiences and contribute to Sanofi’s success. Be part of a diverse, cross-cultural team with real business impact. Flexible working policies, including up to 50% remote work. Benefits like private medical care, insurance, and parental leave. Sanofi’s strong presence in Colombia and contributions in Mexico and Argentina. Progress and discovery are at the heart of our journey. Join us to make a difference and pursue the extraordinary. #J-18808-Ljbffr