Customer Engagement Lead Vaccines Poland

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About the role

Customer Engagement Lead Vaccines – Poland • Location: Warsaw, Poland • Hiring Manager: Razvan Nanulescu About the job Are you motivated to shape the future of customer engagement in Poland and make a meaningful impact on how we connect with healthcare professionals? Join the PPH/PMED Franchise team and help drive the growth of our business in Poland, expected to reach approximately €38M in sales. We are seeking a Customer Engagement Lead, a dedicated Poland-level role focused on customer engagement for the Franchise in scope. This position is central to engaging directly with customers, understanding their needs and preferences, and driving strategies that enhance customer satisfaction and loyalty. Main responsibilities: Lead and execute innovative customer engagement strategies within the assigned geography/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, leveraging insights to drive engagement and satisfaction, consolidating different Brand/TA tactics aligned with the Brand strategy & engaging with HCPs through various channels • Design customer journeys • Analyze touchpoints across the customer journey • Content Strategy Plan • Collaboration with MCO Head of PPH/PMED Franchise • Omni-Channel Engagement: Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they are. • Customer Insight and Analysis: • Collect customer feedback and insights to identify areas for improvement through regular interaction with Sales Team and field visits. • Enhance customer satisfaction, loyalty, and overall experience by addressing pain points and meeting customer expectations • Close monitor of competition activation initiatives and provide regular updates to Head of Franchise. • Cross-Functional Leadership: Lead the customer engagement with a strong “Customer First” ethos, empowering team members to innovate and excel in their engagement initiatives • Organize and orchestrate regular Brand Activation meetings with cross-functional participation • Work in close cooperation with the salesforce optimizing processes and systems to ensure a seamless and positive customer journey. • Ensure that employees understand and deliver a positive customer experience is a key aspect of CX roles. • Develop and implement annual events plan ensuring proper level of awareness for Sanofi Vaccines brands • Work in Agile when possible with the transversal team and with an innovation mindset. About you • Education Background: Bachelor’s degree in Marketing, Business Administration, or any related field • Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement • Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. • Knowledge and experience of innovative methodologies such as scrum, lean start up, nudge and design thinking. Out of the box thinker, always searching for new opportunities • Technical proficiency: Experience with digital engagement tools, AI applications for customer insights, and familiarity with Agile methodologies; Hands-on experience in leading digital transformation projects • Proven experience in Leading customer engagement or relationship management initiatives, preferably within the healthcare or pharmaceutical sector. This includes a track record of del

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