Flu Customer Engagement Manager

** Job title**:

Flu Customer Engagement Manager
*
* Location:

ES Barcelona / Edificio Meridian*
* * Job type:
Permanent, Full time
** 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
* 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...).
* 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.
* Engage with customers face to face (through visits, meetings and congresses) in close collaboration with RTM team when applicable and medical.
* Collect customer feedback and insights to identify areas for improvement and enhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectations.
* Work in close cooperation with the RTM/MSL (when applicable) optimizing processes and systems to ensure a seamless and positive customer journey.
* Ensure that employees understand and deliver a positive customer experience is a key aspect of CX roles. This involves training employees to meet customer expectations and handle various customer interactions effectively.
* Work in close collaboration with the MCO brand lead to feed the MCO/global strategy with customer insights, competition information & market trends.
* Work in Agile with the transversal team when possible, with an innovation mindset.
* Education Background:
Bachelor’s degree in Marketing, Business Administration, or any related field 2-3 years of experience are required
* Experience as Product Manager in related areas and expertise in event management, project management, budget management and negotiation.
* Interaction with KOLs (Key Opinion Leaders) and Scientific Societies.
* Digital knowledge and skills:
Promo Mats, AI Tools (e.g. Concierge), CRM , Agile methodologies, and MLR (Medical Legal Regulatory) processes.
* Bring the miracles of science to life alongside a supportive, future-focused team.
* Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
* Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
* Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare,
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