Customer Experience Manager (Riyadh, Saudi Arabia)

Job title: Customer Experience Manager

• Location: Riyadh
• Job type: Permanent, Full time

About the job

Our Team:

We are seeking a highly motivated and visionary leader interested in shaping the management of people at risk of developing/or with T1 diabetes.

As the Customer Experience Specialist Autoimmune T1D, you will be primarily responsible to conduct general disease awareness and convey the disease and screening narrative across the broader referral network.

Reporting to the Franchise Head, this role is strategically positioned to realize the ambition for T1D and contribute to the overall future success of Sanofi.

Your core responsibilities will include: 

• Mapping and segmenting accounts (e.g., Centers of Excellence or other key accounts in the Autoimmune diabetes local care pathway) and developing in-depth knowledge of each identified key account including strategic goals, value drivers, relevant business metrics, and unique emerging needs
• Understanding key accounts’ critical stakeholders (e.g., endocrinology / immunology ‘C-suite’ executives and key decision makers), their roles, org structure and how they influence each other in the ecosystem to ensure account/departmental coordination
• Developing understanding of target accounts (e.g., Centers of Excellence or other key accounts in the Autoimmune diabetes local care pathway) functioning and existing screening/infusion infrastructure to identify operational barriers that could prevent patients from accessing screening or treatment administration
• Developing strategic account plans including prioritization, based on identified barriers to address and opportunities
• Co-creating solutions with accounts’ key decision-makers to remove operational barriers and supporting screening and monitoring initiatives
• Collaborate to establish screening and infusion infrastructure beyond key Centers of Excellence, (e.g., specialized sites to develop home infusion solutions)
• Engaging with accounts’ key stakeholders to convey a compelling narrative on T1D and screening and create general disease awareness (incl. T1D prevalence, severity and stages / disease progression pre-launch and treatment options post-launch) and tailoring engagement to the stakeholders’ level of maturity
• Leveraging omnichannel approach (e.g., F2F, social media, portals, etc.) to ensure a high-touch and personalized engagement with key accounts and other stakeholders.
• Identifying and mapping referral network to provide guidance on which key stakeholders field teams need to engage with in priority to develop a streamlined referring process through multidisciplinary referral networks
• Collaborating with cross-functional field-based teams (e.g., Market Access) in leading discussions on product access and formulary inclusion, administrative flows definition, and more generally to proactively address accounts’ needs and ensuring effective pull-through

• Mapping HCP referral pathway and network across specialties, i.e., identifying key stakeholders across the pathway (e.g., adult endocrinologists, pediatrician endocrinologists, GPs, Peds, Nurses, etc.), understanding their role and how they influence each other in the ecosystem
• Engaging with HCPs and broader set of stakeholders who play a critical role in the patient pathway to convey an effective narrative on T1D and create general disease awareness (incl. prevalence, severity and stages / disease progression pre-launch and treatment options post-launch), leveraging innovative value story techniques and tailoring engagement to stakeholders’ level of maturity
• Conveying a compelling screening narrative (incl. value of screening, available screening infrastructures and programs, etc.) to HCPs and broader set of stakeholders to ensure they are convinced of the importance of screening through understanding of the patient diagnostics journey and will refer patients when relevant
• Removing all the operational barriers in the referral and patient pathway in collaboration with HCPs and a broader set of stakeholders (e.g., nurses where appropriate), to ensure a seamless patient experience from pre-screening to infusion
• Informing customer segmentation and customer portrait / persona creation by sharing insights collected on the field

About you

• Education: BA/BS degree in pharmaceutical science.
• Experience:
  • Desired experience in Type 1 Diabetes /Specialty / Rare disease
  • 3- 5 years of pharmaceutical, biotech or medical device sales experience in Greater Gulf.
  • Co-promotion experiences preferred.
• Soft skills:
  • Excellent interpersonal and communication skills, with ability to effectively engage internal and external stakeholders, build and cultivate strong working relationships
  • Ability to work agile, demonstrate creativity and be a strong team player
  • Self-driven, results-oriented with ambition for optimal results
  • A solution-oriented mindset enabling effective and creative problem solving with customers' needs as a primary focus
  • Ability to dynamically adjust priorities due to changing circumstances
  • Agile learner who is comfortable operating in complex environments
  • Ability to influence, impact and guide peers
  • Ability to articulate and explain the strategy in a simple and clear way
  • Ability to build proper environment to enable Playing to Win culture to flourish
  • Role model for the agile way of working
  • Team player: Collaborative thinking while keeping the collective dynamics in mind, seeks for collective success rather than individual success
  • Growth mindset & learning agility: Open to develop him/herself (receive & give feedback)
• Technical skills:
  • Proven track record of success in various field-based sales roles
  • Proven customer management skills
  • Deep understanding of care pathway operational aspects
  • Ability to leverage an omnichannel approach in the engagement with external experts to orchestrate a high-touch & personalized engagement based on their level of maturity and preferences
  • Strong commercial business acumen, strategic and innovative thinking
  • Influencing skills: able to influence, impact and guide peers without having direct reporting lines
  • Expertise in disease education
  • Digital & Analytical skills: able to analyze data, feedback and turn it into insights
  • Must achieve and maintain compliance with all applicable regulatory, legal, and operational rules and procedures, and require the same of his/her team

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 sanofi.com!