Customer Engagement Learning Lab Lead

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About the role

Position Overview The CELL (Customer Engagement Learning Lab) Lead serves as a Change Agent & Marketing Excellence Architect, responsible for development of relevant capability, establishing standards and processes for future-oriented customer-centric excellence and driving marketing transformation at scale across Sanofi China. This role ensures that new methodologies and processes are executed consistently to accelerate the organization's shift from brand-centric to customer-insight-driven engagement enabled by AI and expansion of channels beyond traditional SF & events mix. --- Primary Focus Identify essential capabilities within the brand teams to enable the transformation and lead the shift deploying internal and external resources. Establish standards and processes for customer-centric marketing excellence and drive organizational transformation at scale, ensuring that new ways of working become embedded organizational capabilities across all brand teams and business units. Serve as Change Agent in close collaboration with brand teams, digital and GTMC teams. --- Key Responsibilities Standards & Methodology Development • Establish standards and methodologies for customer-centric omnichannel campaigns across all therapeutic areas • Define templates, frameworks, and KPIs for Customer Experience Journeys (CEJ) and Customer Engagement Plans (CEP) • CELL owning the customer engagement planning layer (CEJ/CEP standards, customer segmentation methodology, content strategy principles) • Establish validation loops with cross functional stakeholders to ensure planning standards are validated against execution feasibility, and execution standards are validated against customer engagement principles Serve as an example of agile and pragmatic appraoches aspiring to incremental differences on each step of the journey --- Quality Assurance & Governance • Design end-to-end processes and act as the Quality Gate for campaign approval before execution together with BU leadership • Review campaign logic against journey standards and ensure alignment with customer-centric principles Establish culture on continuous learning following campaign launch to ensure timely insights and course-correction (Plan – Do – Learn) • Embed new ways of working into organizational processes and governance platforms (Brand Planning, Budget, Operating Plans, business reviews) --- Capability Building & Change Management • Enhance marketing and commercial team capabilities through training, coaching, and upskilling programs • Drive adoption of customer-centric methodologies across brand teams and Customer Engagement Managers (CEMs) • Champion agile ways of working and facilitate organizational transformation --- Innovation & Emerging Channels • Drive adoption of AI and emerging channels from a business transformation perspective — identify customer engagement use cases, validate commercial value, and lead pilots with brand teams in partnership with GTMC(Go-to-market capabilities) and Digital BP who provide technical expertise and infrastructure • Design scalable engagement models and change management programs that enable brand teams to readily adopt new channels and Evaluate new technologies and channels from a business value and customer engagement perspective, in close partnership with GTMC, Digital and brand teams --- Performance Evaluation & Continuous Improvement • Establishment of customer engagement target-setting principles and methodological frameworks (defining "how to set targets" rather than specific numerical targets) with cross functional teams • Integrate AI solutions from onset to finish in customer engagement processes • Lead the "methodology effectiveness" and "organizational capability maturity" dimensions of quarterly business review, leveraging da

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