Job title: Customer Engagement Manager Rare Disease Hungary

About the job

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Ready to push the limits of what's possible? Join Sanofi 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 Engagement Manager within our Rare Disease Team, you'll design patient & customer engagement plans. You will also map out the end-to-end customer journey with various touchpoints/customer interactions including pre-and post-engagement follow up.

• Design and drive Multichannel Engagement Strategy:
  
  • Customer Engagement local strategic and operational plans preparation and execution in constant collaboration with the marketing, medical and customer experience teams.
  • Preparation of well-articulated requirements regarding channels (HQ driven and digital alternatives) development to be presented to GTMC dept. and further channels effective usage with multi-channel approach.
  • Develop or adapt customer/brand value propositions aligned brand/GBU Glocal strategy.
• Project Management
  • Contribute to the CE network and ensure that all programs, resources and tools are harmonized and at the highest standard of excellence.
  • Define best practice content strategy implementation in respect to positioning and messages delivered by marketing (Glocal model).
  • KPIs set up & monitoring in cooperation with GTMC with respect to external and internal benchmarks.
• Data-Driven Decision Making
  • Proficiently pull analyses and share data on monthly and quarterly basis to highlight insights and make actionable decisions with marketing and customer experience teams and across MCO CE network.
  • In cooperation with GTMC dept. undertake ROI analysis on customer engagement strategy in key brands to provide Country Head with recommendations to ensure that all MCE opportunities are well captured/optimized.
• Education & Training
  • Work in close cooperation with Customer Experience optimizing processes and systems to ensure a seamless and positive customer experience.
  • Training employees to meet customer expectations and handle various customer interactions effectively.
• Communication & Collaboration
  • Collaborate with MCO content lead in implementing the content roadmap at country level in line with MCO Brand Lead' strategic plan to ensure personalized and relevant engagement.
  • Liaise with local service colleagues and Customer Experience partner to identify areas where performance shows that assistance by the Customer Engagement team may be beneficial to enhance Customer Experience.
• Agile Ways of Working
  • Keep abreast of changes to policy, procedures, and services, prepare and deliver appropriate communication of these changes.
  • Foster a culture of continuous improvement and adaptability to digital tools and ways of working.

• Experience: Minimum of 2 years' experience in pharmaceutical field, in an international environment.
• Soft and technical skills:
• Proven Team/network/community management
• Excellent communication skills, ability to engage people.
• Experience of work in cross-functional teams, high level of collaboration within the team.
• Creativity and focus on finding solutions to achieve results.
• Familiarity with agile working methods and principles.
• Education: University degree (medical field would be an advantage), preferably an additional education in Business Management, Marketing or related field.
• Specialist in Customer Engagement or strong experience around commercial and/or tactical marketing.
• Languages: Fluency in Hungarian and English, both written and spoken