Head of AI Driven Digital Customer Engagement Management Platform

* Lead the scaling of Concierge for Field as the single conversational entry point for all customer-facing teams (field reps, MSLs, KAMs, market access, etc.), replacing direct CRM login with an AI-native, voice/chat-first interface in line with the overall Concierge one front strategy across the enterprise.
* Own the Concierge for Field product roadmap and skills backlog, prioritizing capabilities based on business impact and accessibility (time to value) in intimate coordination with the US and key markets: e.g. Pre-Call Planning, Call Reporting, Objection Handling, Territory Analytics, Morning Brief, Reimbursement & Access Guidance, and all the upcoming specific capabilities that are being identified.
* Scale Concierge for Field from current beta version to full production first across the US and then across all global field users, including a federated China deployment via WeCom/Tencent ADP.
* Govern the skill prioritization framework (Impact x Accessibility matrix) in collaboration with Business Owners and GTMC counterparts.
* Actively connect with the respective commercial analytics teams to ensure that roadmaps are coordinated and address interdependencies, as wells a clear governance is maintained in coordination of agents with the Agent hub as well as other AI analytical or agent uses cases in commercial analytics and AI PL, as well as the central data COE, concierge team.
* Ensure the "headless CRM" architecture is fully implemented:
Concierge as the front-end, CEMP as the invisible compliant backend system of record
* Ensure appropriate management of AI-related risks throughout the CEMP and Concierge for Field system lifecycle by ensuring ongoing compliance to Sanofi's Responsible AI internal standards & legal requirements (RAISE)
* Ensure the execution of AI Governance tasks and compliance with controls throughout the AI system lifecycle, including (non-exhaustive):
Validation and post-deployment monitoring, meeting all applicable quality, regulatory (Data Privacy, GxP, SOX, Artificial Intelligence), and cybersecurity requirements. Maintaining adherence to these standards across all AI products deployed within the CEMP ecosystem
* You will be a member of the Global Digital GBU Leadership Team.
* You will foster close partnerships and collaboration between cross-functional teams (GBUs, Digital, GTMC, Market teams, Procurement, Finance, Compliance, Cybersecurity) and drive structured ways of working between teams to provide maximum value and efficiency to business teams.
* You will work closely and constructively with other development teams, e.g., Accelerator, Cybersecurity, Architecture, Data, and Web teams, whether inside or outside the company.
* You will work in close partnership with key markets with an US first - to ensure digital solutions are grounded in market realities and deliver measurable impact.
* You will empower your teams to set up lean but effective structures and efficient local governance.
* You will build and develop a team that is accountable, uses complementary strengths and develop dedicated, strong, and diverse leaders and that can be a role model both technical skills as well as through its forward looking mindset.
* 10+ years of digital/technology experience with 5+ years in senior program or product leadership roles required
* Deep knowledge of CRM platforms (Veeva or Salesforce) and pharma commercial technology stack preferred
* Experience with AI orchestration platforms (Elementum, AWS Bedrock, Snowflake, Agentforce, or equivalent) preferred
* Strong understanding of data foundations, middleware, and API/MCP integration architectures preferred
* Experience with headless CRM and conversational AI deployment preferred
* Familiarity with omnichannel orchestration, NBA/NBI engines, and personalization at scale preferred
* Financial governance of large investment programs (business case, TCO, milestone tracking) preferred
* Experience with AI-driven personalization platforms and omnichannel orchestration tools preferred
* Experience with analytics tools and drawing actionable insights from data preferred
* Knowledge of GxP, Data Privacy, SOX, and cybersecurity requirements in pharma digital systems preferred
* Experience with agile delivery at scale and GSI (Global System Integrator) management preferred

Experience (preferred):
* Experience managing multi-year, multi-hundred-million-euro digital transformation programs.
* CRM platform expertise:
Veeva Vault CRM and/or Salesforce Life Sciences Cloud.
* AI…