Job title: Customer Care Business Process Expert Location: Barcelona, Spain
Ready to push the limits of what's possible? Join Sanofi CHC in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.
As Customer Care Business Process Expert within our Global Supply Chain organization, you'll be playing a transversal and leadership role. Your main accountability is to build and sustain a world-class performance across the Customer Care processes in order to delight our Customers.
This includes driving the implementation of the Customer Care strategic roadmap aligned with the overall CHC roadmap, developing the skills of the CHC Customer Care community, ensuring adherence to the CHC Customer Care model, and contributing to innovative solutions that increase Customer Satisfaction.
Fully embedded in the CHC Global Supply Chain Organization, our team aims at building the best-in-class customer collaborative model and delivering it successfully.
Main responsibilities: Drive the strategy for the Customer Care area, aligned with the overall CHC roadmap. Define the Order to Serve CHC processes and models with stakeholders (Trade, GBS, Finance, Digital), meeting the requirements of the CHC GBU and CHC customers. Provide clear guidelines to operational teams and the Customer Care community to ensure understanding and adoption of the model. Develop an ambitious roadmap to reshape and improve the collaboration model with CHC customers (Joint Business Plan, real-time Track & Trace, e-Commerce) and support country teams in the rollout. Ensure Customer Care tools (e-Commerce WebPortal, ERPs, CCM, Control Tower) are properly designed and maintained, leveraging new technologies (RPA, Machine Learning, Big Data) and partner with Digital to lead the implementation of CHC Customer Care technologies. Drive automation and simplification of the Order to Cash process through extended digital coverage and a review of trade terms, enabling Customer Care teams to focus on value-added activities. Promote a culture of innovation by understanding trends and future collaboration ways with Customers and sharing best practices within the Customer Care community. Contribute to excellence in performance by defining and implementing metrics/targets, monitoring, and communication. Ensure proper understanding and respect of Internal Control rules. Experience: Minimum of 5 years' experience in Supply Chain; FMCG experience is a key benefit. Strong track record in Customer collaboration and Order to Cash processes. Strong knowledge in Customer Care technologies: SAP, SalesForce, eCommerce. Successful experience in Project management and translating business needs into process and implementation requirements in an IT environment. Soft and technical skills: Ability to create change management momentum, motivate/convince people, and work transversally. Strong communication and interaction skills, including tact and diplomacy to exchange and escalate information throughout the organization. Ability to perform independently and in a collaborative environment. Education: Master Degree in Business Management or Supply Chain
Languages: Fluent in English; French/Spanish is a plus.
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.
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