Director, NA Omnichannel Web CX

Job title : Director, NA Omnichannel Web CX

Location : Bridgewater, NJ

About the Job

The new Go-to-Market Capabilities (GTMC) organization is designed to drive best-in-class capabilities across the board, to bring value and excellence in Sanofi’s commercial operations across its global organization and in local markets. This will be achieved through process and tool standardization, the removal of barriers between business units, and reduction in capability duplication.

The North America Go-To-Market Capabilities Omnichannel team (NA GTMC OC) will support Sanofi’s North American brand marketing teams to execute meaningful, customer centric, agile marketing across all of Sanofi’s channels. The team includes end-to-end campaign management capabilities, channel experts, day-to-day operations leads, and a transformation function responsible for the organization and delivery of continuous improvement to marketing operations processes.

The NA GTMC OC team has been created to :

Unlock true cross-brand omnichannel marketing capability and integrating innovations that accelerate brand marketing outcomes

Free up capacity in marketing teams to focus on brand and content strategy

Accelerate and standardize omnichannel operations processes

Improve sharing of best practice

Clarify accountabilities for day-to-day marketing activities, as well as long term improvement efforts

Realize efficiencies and economies of scale across the North America and Global marketing organizations

The NA Omnichannel Web CX Lead role is a critical leadership role within Sanofi, tasked with shaping and implementing a comprehensive customer experience strategy across all of the North American web portfolio, and overseeing a team of web leads to ensure a consistent, personalized, engaging experience at every web touchpoint for both HCPs and patients.

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Main Responsibilities :

Manage a team of web experts, acting as a center of excellence for all of Sanofi’s web marketing in North America

Oversee the management and run of Sanofi’s 200 websites, including the coordination of offshore and third party resources

Lead the development and standardization of web components and capabilities, ensuring alignment with brand strategies in the US, while fostering strong partnerships with IT to drive seamless execution and innovation.

Act as the US Digital Supervisor, liaising with the relevant Digital, GTMC, and OC Customer Engagement Leads to ensure adherence to agreed digital frameworks and guidelines

Partner cross-functionally with our local and global stakeholders to build alignment on strategic direction, roadmap and desired outcomes for Sanofi’s North American websites, supporting wider commercial and operational objectives

Lead the development of the US strategy to enhance and evolve the digital design system, establishing streamlined processes and ways of working that accelerate speed to market while aligning with and supporting brand team objectives.

Ensure effective integration with other digital solutions (e.g. chatbots)

Ensure effective, efficient, and responsive web development processes, integrating high quality analytics and customer feedback

Accountable for ongoing regulatory and data privacy compliance, and escalating any risks or opportunities in this space

Oversee the delivery of customer experience initiatives to realize customer goals, leveraging qualitative and quantitative customer research

Monitor industry trends and technologies in customer experience and service design to keep the organization at the forefront of innovation and integrate best practices

Support the onboarding and upskilling of North America and offshore colleagues

Collaborate with Global, Brand, Digital, and other counterparts as necessary to deliver on responsibilities

Collaborate proactively with GTMC OC and other colleagues on improvements to day-to-day marketing operations processes

Contribute to knowledge sharing and upskilling programs

Support the delivery of key transformation programs

Drive excellent working relationships with agency and vendor partners

Drive cultural change through the championing of an agile, customer-oriented mindset

About You

Skills :

Excellent industry awareness across the entire digital landscape, and especially in website strategy, SEO and SEM, email, digital design, analytics, and tagging.

Expertise in leveraging digital tools and platforms to enhance customer experience.

Ability to lead and influence cross-functional teams and collaborate with senior leadership.

Knowledge of Magnolia and / or other CMS platforms.

Knowledge of JIRA and Confluence, or other ticketing and tracking systems

Deep knowledge and understanding of omnichannel marketing principles

Understanding of general marketing tactics, processes, and requirements for execution of tactics

Strong project management skills, with a demonstrated ability to thrive in a fast-paced, multi-priority environment

Excellent influencing skills, with a demonstrated ability to work collaboratively with a variety of internal and external stakeholders in a large organization

Excellent verbal and written communication skills, with a proven ability to explain complex technical concepts to different audiences in order to enable effective cross-functional decision making

Collaborative, high energy team player

Ability to participate in vendor procurement, selection, contract management, and other processes, achieving excellent value for money for Sanofi

Strong relationships with approved vendors and suppliers of digital services to ensure effective delivery of digital solutions.

Work Experience :

Minimum of 7 years in customer experience, web development, service design, Omnichannel, or a related field required

Prior experience in managing digital operations in a regulated environment

Proven experience in a global or matrixed organization, preferably within the pharmaceutical, healthcare, or life sciences industry.

Strong expertise in customer journey mapping, service design, UX, capabilities building, and customer research methodologies.

3 years web development experience (HTML5, CSS3, JavaScript)

3 years experience with web technologies and CMSs (Magnolia, AWS)

Experience working in Agile teams.

Experience in working in a regulated industry, pharmaceutical industry preferred.

Experience managing external vendors.

Why Choose Us?

Bring the miracles of science to life alongside a supportive, future-focused team.

Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

GD-SG ​

LI-GZ

LI-Onsite

Pursue progress , discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing : a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video () and check out our Diversity Equity and Inclusion actions at sanofi.com () !

US and Puerto Rico Residents Only

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; natural or protective hairstyles; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.

With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our movie We are Sanofi ()

As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live.

All in for Diversity, Equity and Inclusion at Sanofi - YouTube ()