Customer Engagement Lead RD

Job Title: Customer Engagement Lead RD

• Location: Buenos Aires, Argentina

• Work model: hybrid

About the Job

As a Customer Engagement Lead RD, you will be responsible for focusing exclusively on customer engagement at the country level. This role assumes primary importance in direct engagement with customers, understanding their needs and preferences, and driving strategies that improve customer satisfaction and loyalty. It also includes pre-launch and launch activities for new Rare Disease treatments.

Join the team that transforms care for people with immunological challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you will help deliver innovative treatments that provide hope to patients with some of the greatest unmet needs.

About Sanofi:

We are an R&D-driven and AI-powered biopharmaceutical company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system and innovative pipeline allows us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we pursue the miracles of science to improve people's lives.

Key Responsibilities:

• Lead the customer engagement strategy aligned with business objectives, identifying opportunities to improve engagement, satisfaction, and customer experience under a "Customer First" philosophy.

• Develop detailed customer profiles based on data and insights, mapping complete journeys to understand motivations, challenges, behaviors, and key touchpoints for each segment.

• Design and implement strategic omnichannel engagement plans, defining activities, channels, frequency, messaging, and personalized goals for each segment, ensuring consistent and meaningful interactions.

• Evaluate and prioritize marketing channels, making strategic decisions about their effectiveness in reaching target segments and developing detailed contact plans for each channel.

• Articulate and implement a "local" strategy, balancing global brand guidelines with local adaptations based on market preferences and regulatory environments.

• Develop the global and local content strategy, ensuring personalization across different channels, respecting the regulatory framework, and coordinating with medical, regulatory, and associated functions.

• Collaborate closely with Brand Leads and cross-functional teams (market access, medical, commercial, corporate affairs) to ensure strategic alignment, optimize processes, and ensure a seamless customer journey.

• Collect and analyze customer feedback and insights, identifying areas for improvement, training the team to innovate, work in an agile manner, and empower employees to meet expectations and handle interactions effectively.

About You

Experience:

• Customer Engagement Strategy and Execution: Proven track record in developing and implementing customer engagement strategies, with a history of delivering exceptional experiences, improving satisfaction and loyalty, preferably in the healthcare or pharmaceutical sector.

• Deep Customer Knowledge: Understanding of the preferred experiences of healthcare professionals, the full customer journey (from initial awareness to post-purchase support), and the ability to map the various touchpoints and interactions.

• Digital Transformation and Data Analytics: Experience leading digital transformation projects that enhance customer engagement through AI and data analytics, along with knowledge of digital engagement channels and tools.

• Agile and Innovative Methodologies: Demonstrated ability to manage projects with Agile methodologies, leading cross-functional teams in dynamic environments, in addition to knowledge of scrum, lean startup, nudge, and design thinking.

• Regulatory Compliance: Experience ensuring that customer engagement activities comply with local regulations and ethical standards, particularly in the pharmaceutical or healthcare industry.

Soft and Technical Skills:

• Strategic and Analytical Thinking: Ability to leverage insights and data in the development and execution of effective customer engagement strategies, with creativity and adaptability to adjust approaches in real-time based on feedback and market changes.

• Customer-Centric Leadership: Demonstrated ability to lead by example, fostering a "Customer First" culture and a deep commitment to understanding and prioritizing customer needs to improve satisfaction and loyalty.

• Cross-functional Collaboration and Alignment: Strong collaboration skills to work with Brand Leads and cross-functional teams, ensuring alignment between customer engagement strategies and brand strategies.

• Organizational Agility: Mindset and ability to adapt to new ways of working such as Agile, leveraging agile methodologies in projects and initiatives across teams.

• Digital Proficiency and PTW Behaviors: Proficiency in digital engagement tools and platforms, with a solid understanding of how to apply AI to personalize customer interactions, while also being a role model for PTW behaviors.

Education:

• Background in Marketing, Business Administration, Life Sciences, or a related field.

Languages:

• Spanish (fluent)

• English (intermediate level)

Why Choose Us

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to develop your talent and advance your career, whether through a promotion or a lateral move, locally or internationally.

• Enjoy a well-designed and thoughtful benefits package that recognizes your contribution and boosts your impact.

• Help shape the future of care for chronic and complex diseases such as T1D, type 2 diabetes, transplants, and cardiovascular diseases.

• Make a significant impact on a global scale: our medicines reach more than 100 million people each year.

• Be part of a simpler, digital- and AI-driven organization that is rethinking how we work and relate to the world.

Pursue Progress. Discover the Extraordinary.

Join Sanofi and enter a new era of science - where your growth can be as transformative as the work we do. We invest in you to go further, think faster, and do what has never been done before.

You will help push boundaries, challenge conventions, and build smarter solutions that reach the communities we serve. Ready to pursue the miracles of science and improve people's lives? Let's pursue Progress and Discover the Extraordinary – together.

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. Watch our ALL IN video and check out our Diversity, Equity, and Inclusion actions at sanofi.com!

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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, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at !