Customer Engagement Manager, Cardio-Vascular Poland

Job title: Customer Engagement Manager, Cardio-Vascular Poland

• Location: Poland, Warsaw
• Hybrid
• Permanent, Full-time

About the job

As Customer Engagement Manager, Poland you will embed transformation of the Go-To-Customer model to an agile, sustainable, and flexible model for the country aligned with CSE MCO Go-To-market transformation vision.

You will contribute to design patient & customer engagement plans and implement with key focus on specific customer activation strategy, personas, customer & patient journeys, digital channels assessment, action plan per channel.

Key Responsibilities

• Design and drive Multichannel Engagement Strategy:

• Customer Engagement local strategic and operational plans preparation and execution in constant collaboration with the marketing, medical and customer experience teams.
• Preparation of well-articulated requirements regarding channels (HQ driven and digital alternatives) development to be presented to further channels effective usage with multi-channel approach.
• Develop or adapt customer/brand value propositions aligned brand/GBU Glocal strategy.

Project Management

• Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.
• Define best practice content strategy implementation in respect to positioning and messages delivered by marketing (Glocal model).
• KPIs set up & monitoring in cooperation with GTMC with respect to external and internal benchmarks.

Data-Driven Decision Making

• Proficiently pull analyses and share data on monthly and quarterly basis to highlight insights and make actionable decisions with marketing and customer experience teams and across our region network.
• In cooperation with other departments undertake ROI analysis on customer engagement strategy in key brands to provide Country Head with recommendations to ensure that all MCE opportunities are well captured/optimized.

Education & Training

• Work in close cooperation with Customer Experience optimizing processes and systems to ensure a seamless and positive customer experience.
• Training employees to meet customer expectations and handle various customer interactions effectively.

Communication & Collaboration

• Collaborate with regional content lead in implementing the content roadmap at country level in line with regional Brand Lead' strategic plan to ensure personalized and relevant engagement.
• Liaise with local service colleagues and Customer Experience partner to identify areas where performance shows that assistance by the Customer Engagement team may be beneficial to enhance Customer Experience.

Agile Ways of Working

• Keep abreast of changes to policy, procedures, and services, prepare and deliver appropriate communication of these changes.
• Foster a culture of continuous improvement and adaptability to digital tools and ways of working.

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About you

Education (specialization): University degree (medical field would be an advantage), preferably an additional education in Business Management, Marketing or related field.

Experience:

• Minimum of 2 years' experience in pharmaceutical or FMCG industry or marketing field, in an international environment.
• Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing.
• Proven Team/network/community management
• Excellent communication skills, ability to engage people.
• Experience of work in cross-functional teams, high level of collaboration within the team.
• Creativity and focus on finding solutions to achieve results.
• Familiarity with agile working methods and principles.
• Fluency in Polish and English, both written and spoken.

Knowledge:

• Marketing knowledge, strategic analysis and planning, project management, , IT knowledge and skills (Outlook, Word, Excel, PowerPoint),communication, presentation skills, persuasion, ability to work cross-functionally.

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn't happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let's be those people.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

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