Customer Experience Specialist

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About the role

Job title: Customer Experience Specialist (CES) Transplant         • Location: Madrid • Territory: Madrid – Levante       About the job   At Sanofi, we are driven by one purpose – we chase the miracles of science to improve people’s lives. Our team, across some 100 countries, is dedicated to transforming the practice of medicine by working to turn the impossible into the possible.    We are an innovative global healthcare company with a focus on immunology that extends to innovation in transplant medicine. Across different countries, our talented teams are determined to deliver a best-in-class customer experience using the best of digital, artificial intelligence and personal know-how. We pursue progress to make a real impact on millions of patients around the world.    Our vision is to become leaders in the Transplant therapeutic area by collaborating with key partners to shape new SOC practices across the transplant continuum of care with innovative, clinically differentiated portfolio opportunities that offer organ preservation and extended life–years to patients with improved quality of life (QoL)​.   In this sense, we are investing in science to develop a pipeline of assets targeting new and important disease pathways across the transplant therapeutic area.    The CES has the mission to enable life changing stories and redefine QoL for transplant patients who are living impacted by the complication of an allogenic transplant such as the chronic graft-versus-host disease and for their caregivers.    Our Team:     We are seeking a highly motivated and proactive person interested in shaping the management of people at suffering of cGvHD for improving their disease course and improve their QoL.    As a CES, you will be primarily responsible to drive the success of the launch and growth across your assigned accounts in your territory.   Reporting to the Sales Lead, this role is positioned in the field and is key to achieve the ambition of Transplant Team and contribute to the overall future success of Sanofi.      Your main responsibilities will include:      During pre-launch: • Identify key Stakeholders in each of the Transplant Centers, not only hematologists but other Specialties involved in cGvHD management, within scope and develop an appropriate engagement plan aligned to their and our needs. • Conduct in-depth segmentation and profiling of Hematologists as well as other Specialties involved in cGvHD to adapt visits and messages. • Collect continuous insights and competitive intelligence data from the field and share it with Sales, Marketing, Customer Engagement & Medical Teams to analyze market trends, evaluation of healthcare practice and competitor activities to adjust strategies as needed.  • Develop customer-focused plans aligned to the Brand Strategy. • Orchestrate the unbranded campaign, leveraging Sanofi channels to raise awareness for better management of prevention, implementation, and monitoring patients in geographical area (including hematologists and other Specialties) • Strengthen mastery of disease and product through HCP engagements in key congresses and scientific meetings. • Develop a valuable relationship with HCPs based on quality medical information and ethical approach in compliance with the regulatory framework. • Contribute to the creation of solid Multidisciplinary teams in the centers of your territory. • Build strong Sanofi image & reputation in the Transplantation field.   During Launch:   • Achieve sales goals and qualitative performance parameters in the assigned area. • Adjust segmentation and profiling of Hematologists as well as other Specialties involved in cGvHD to adapt visits and messages. • Develop and implement commercial, customer-focused projects to optimize patient

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