Rsv Customer Engagement Manager
Madrid
Madrid, Community of Madrid, ES Job title: RSV Customer Engagement Manager
Location: Madrid (Primary location), Barcelona (Additional location)
Job type: Permanent
Working model: Hybrid
About the job
The Customer Engagement Lead role is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in directly engaging with customers, understanding their needs and preferences, and driving engagement plans that enhance customer satisfaction and loyalty.
Customer Strategic Focus: Lead the development of a customer-centric plan of actions that aligns with overall business objectives, identifying key opportunities to enhance engagement and satisfaction.Customer Persona Development: Craft detailed customer personas based on robust data and insights, enabling the team to deeply understand the motivations, challenges, and behaviors of different customer segments.Customer Journey Mapping: Map out comprehensive customer journeys for each persona, identifying key touchpoints and opportunities to engage and add value.Customer Engagement Plan: Design and implement a customer engagement plan that leverages data to understand individual preferences and tailor the customer experience, ensuring a more personalized and relevant engagement.Go-to-Market Channel Assessment & Choices: Conduct thorough assessments of available go-to-market channels, evaluating their effectiveness in reaching target customer segments. Make strategic choices about which channels to prioritize based on alignment with customer preferences and behaviors.Call Plan by Channel: Develop detailed call plans for each chosen channel, outlining the frequency, messaging, and objectives of interactions.Glocal Context Elaboration: Articulate a "glocal" strategy that balances global brand strategies with local market nuances.ROLE RESPONSIBILITIES
Lead and execute innovative customer engagement strategies within the assigned country, prioritizing direct interactions with customers. The role aims to embody and advocate for a "Customer First" philosophy, ensuring that all engagement initiatives are deeply aligned with customer needs, thereby driving satisfaction and loyalty.
Customer Engagement Strategy: Develop and implement a comprehensive customer engagement strategy that prioritizes direct, meaningful interactions.Design customer journeys: Ensure the personalization of customer interactions & content across channels.Content Strategy Plan: Develop the adapted content, in respect of the regulatory frame & in coordination with the dedicated partner functions (medical, regulatory).Collaboration with Brand Leads: Work closely with Brand Leads to ensure that engagement strategies complement and amplify brand strategies.Omni-Channel Engagement: Utilize an omni-channel approach to engage customers across multiple platforms.Customer Insight and Analysis: Engage with customers in face-to-face interactions to collect feedback and insights.ROLE CHALLENGES IN 2024-2025 (Strategic Planning Period)
Adopt digital transformation and Agile methodology to accelerate & scale new operating models.
About you Education: Bachelor's degree in marketing, Business Administration, or any related field.
Languages: Fluent in Spanish and English, with strong communication skills.
Experience: Customer Engagement Strategy Execution: Proven track record of developing and implementing successful customer engagement strategies.
Experience in Customer Engagement: Proven experience in leading customer engagement initiatives, preferably within the vaccines, healthcare or pharmaceutical sector.
Digital Transformation Initiatives: Hands-on experience in leading digital transformation projects.
Soft skills:
Strategic and Analytical Thinking, Leadership in a Customer Centric Environment, Customer-Centric Mindset, Adaptability and Creativity, Collaborative skills.
Why choose us?
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Summary
Location: Madrid; Barcelona
Type: Full time
#J-18808-Ljbffr
