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 to 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. We commit every day to customer satisfaction and are deeply engaged to make Sanofi CHC the best FMCH company in and for the World.
Main responsibilities: Contribute to drive the strategy for Customer Care area, aligned with the overall CHC roadmap.Be a key contributor for the definition of the Order to Serve CHC processes and models with main stakeholders (Trade, GBS, Finance, Digital, etc.), meeting the requirements of the CHC GBU and CHC customers.Provide clear guidelines to the operational teams and the Customer Care community to ensure their understanding and adoption of the model.Develop an ambitious roadmap to reshape and drastically improve the collaboration model with CHC customers (Joint Business Plan, real-time Track & Trace, e-Commerce, etc.) and support the country teams in the rollout.Ensure that the Customer Care tools (e-Commerce WebPortal, ERPs, CCM, Control Tower, etc.) are properly designed and maintained, leveraging new technologies (RPA, Machine Learning, Big Data, etc.) and partnering with Digital to lead the implementation of the CHC Customer Care technologies.Drive the automation and simplification of the Order to Cash process through extended digital coverage and a review of trade terms, enabling the Customer Care teams to focus on added value activities like collaboration with CHC customers.Promote a culture of innovation in scope by understanding trends and future ways of better collaborating with Customers and sharing best practices within the Customer Care community.Contribute to excellence in performance by defining and implementing adequate metrics/targets, their proper monitoring, and communication.Ensure proper understanding and respect of Internal Control rules.Experience: Minimum of 5 years' experience in Supply Chain; FMCG experience would be a key benefit.Strong track record in Customer collaboration and Order to Cash processes.Strong knowledge in Customer Care technologies: SAP, SalesForce, eCommerce, etc.Successful experience in Project management and experience translating business needs into process and implementation requirements in an IT implementation environment.Soft and technical skills: Ability to create change management momentum, motivate/convince people, and work transversally.Open-minded and active listening skills.Strong communication and interaction skills, including tact and diplomacy to exchange and escalate information throughout the organization, and ability to perform independently and collaboratively.Education: Master's Degree in Business Management or Supply Chain.
Languages: Fluent in English; French/Spanish is a plus.
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, prevention and wellness programs, and at least 14 weeks' gender-neutral parental leave.
At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability, or gender identity.
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