Customer Engagement Manager, Vaccines MYSG

Job title: Customer Engagement Manager, Vaccines MYSG (Product/Brand Manager) • Hiring Manager: Head of Operations, Malaysia & Singapore  • Location:   Malaysia • Job type: Permanent • Individual/ Team Manager: Individual About the job Main responsibilities: The Customer Engagement Manager is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in leading our go-to-market strategy and execution, directly engaging with customers, understanding their needs and preferences, and formulating and driving engagement plan that enhance customer satisfaction and loyalty. • Develop deep understanding of customer engagement journey and develop omnichannel engagement blueprint. • Lead the customer engagement with a plan of actions that prioritizes direct, meaningful interactions, leveraging insights and aligns with overall business objectives to drive engagement and satisfaction • Develop detailed call plans that is meaningful from a customer standpoint by constantly checking and aligning the plan of the different brands. For each chosen channel, outlining the frequency, messaging and objectives of interactions. This planning ensures that all customer communications are consistent, personalized, and strategically timed to optimize engagement and response rates • Review and track omnichannel KPIs, propose adjustment or improvement plans. • Utilize an omni-channel approach to engage customers across multiple platforms, ensuring consistency and personalization in all communications to meet customers where they are. • Work in close collaboration with the MCO Brand Lead to feed the MCO/global strategy with customer insights, competition information & market trends. • Work in close cooperation with the salesforce/KAMs (when applicable) optimizing processes and systems to ensure a seamless and positive customer journey • Collaborate and support GtM exercise. • Work in Agile with the transversal team when possible, with an innovation mindset Role challenges in 2026-2027 • Adopt digital transformation and Agile methodology (e.g. Leveraging data and AI) to accelerate & scale-up new operating models • Successfully adapt / evolve ways of working while delivering business results / avoiding business disruption. • Champion glocal and transversal ways of working by fully leveraging centralised and standardized Sanofi frameworks (e.g., GTMC, MCO teams..) • Ensure full alignment with MCO strategies, and foster seamless collaboration with MCO teams About you Main requirements: • Education Background: Bachelor’s degree in Marketing, Business Administration, or any related field 3-5 years of experience • Pharmaceutical Industry Understanding: Deep understanding of the pharmaceutical industry’s regulatory environment, market dynamics and customer engagement • Customer knowledge: Understanding HCPs preferred experiences. Deep knowledge of key clients & the end-to-end customer journey. CX professionals need to identify and map out the various touchpoints and interactions customers have with the company, from initial awareness to post-purchase support. • 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 • Language Proficiency: Fluent in the primary language(s) of the country or countries of operation, with strong communication skills • Role model of PTW behaviours Work Experience: • Proven track record of developing and implementing successful customer engagement strategies that have significantly improved cust