Head of AI Driven Digital Customer Engagement Management Platform

Job Title: Head of AI- Driven Digital Customer Engagement Management Platform • Location: Morristown, NJ, Cambridge, MA About the job   Sanofi's Digital Business Horizon 2030 is to deliver best-in-class and first-in-class science faster to patients. Project Orion is a mandatory and strategic migration from OneCRM (end-of-support end-2029) to a new Customer Engagement Management Platform (CEMP), covering 13,000 users across 45 countries. This is not a like-for-like replacement — it is a leap forward to an AI-native, omnichannel customer engagement platform. The Head of AI-Driven Digital Customer Engagement Management Platform holds a pivotal role responsible for leading the end-to-end implementation of Sanofi's new Customer Engagement Management Platform, including the deployment of Concierge for Field as the single conversational entry point for all customer-facing teams, and the transition from the current Veeva OneCRM system to the ExCom selected CEMP platform. This role is central to Sanofi's Go-to-Market transformation, enabling all field-based teams to engage customers in a seamless, AI-augmented, and data-driven way. There is a significant investment envelope behind over the period from 2027–2030, making this one of the most strategically significant digital programs at Sanofi. 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 About Sanofi We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives. Main Responsibilities The Head of AI-Driven Digital Customer Engagement Management Platform is accountable for the successful delivery of Project Orion including concierge for Field, the strategic migration and transformation of Sanofi's customer engagement platform ecosystem. She/He will lead a cross-functional program team, partner closely with the GBUs, Markets, GTMC, and ensure the platform enables Sanofi's vision of an AI-augmented, customer-centric engagement at scale. Program Leadership & Implementation • Lead successfully the end-to-end implementation of Project Orion, Sanofi's strategic migration from OneCRM to the new Customer Engagement Management Platform (CEMP), covering up to 13,000 users across ~ 45 countries by 2030 while driving exceptional user feedback. • Own the full program delivery lifecycle: from final vendor negotiations with procurement, platform configuration, ecosystem integration, data migration, to phased global rollout across US, China, and all other markets. • Drive the execution plan with platform vendor and system integrator, end-to-end ecosystem pressure testing, inventory of all interdependencies, governance and staffing (internal and external), detailed wave-by-wave rollout plan, and KPIs of success. • Oversee the rollout roadmap with an US first mindset, China, and other markets as per company country prioritization to full scale before lifecycle end of the current VeevaSalesforce platform. • Ensure OneCRM continuity and manage the license extension with Veeva through end 2029 to minimize implementation risk. • Manage diligently the investment envelope over 2027–2030, ensuring rigorous financial governance, milestone tracking, and value realization. • Lead Product ownership on consent and customer access management as a strategic layer of the platform and process revamp to break with the past and enable a f