What are the responsibilities and job description for the Head of Customer Experience-Vaccines position at Sanofi?
Job Title : Head of Customer Experience-Vaccines
Location : Bridgewater, NJ
About the Job
Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commercial Operations' team.
Why join our team?
Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that's growing at pace. Over the next two years, we aim at growing our US business by $ 1 billion.
A Business and Technology Modernization department within Commercial Operations was recently created with the objective of dramatically modernizing our operations and seamlessly serving our customers.
As part of the Business and Technology Modernization team, we are looking for a Customer Experience (CX) leader who will be in charge of delighting our customers. The Head of Customer Experience will drive transformation initiatives to enhance engagement with customers while ensuring compliance with industry regulations. The role will spearhead the design and implementation of systems and processes to enhance customers engagements. This role also involves managing special projects related to customer experience in collaboration with the marketing and sales teams.
You will also be part of something much bigger. We provide opportunities for learning, growing, job moves and a diversified, fulfilling career in the US or worldwide.
The function at a glance :
The Customer Experience team includes a large Customer Service team, Customer Centricity / Success managers. The leader will manage the team and lead the development of CX strategy, the implementation of process and technology enhancements and be accountable for the customer service operations.
We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering more than 500 million vaccine doses a year. Across different countries, our talented teams are exploring new technologies to protect people and promote healthy 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 :
Strategy & Leadership :
- Develop and implement a comprehensive customer experience strategy. Identify key customer touchpoints and ensure a seamless and positive experience across all channels.
- Collect and analyze customer feedback to understand their needs, preferences, and pain points..
- Lead process reengineering initiatives to optimize customer touchpoints and reduce friction
- Utilize customer insights to drive continuous improvement in our services and processes
- Oversee Voice of Customer (VoC) programs and ensure insights drive meaningful improvements
- Report to executive leadership on CX metrics and initiatives
- Lead organizational change management for CX initiatives.
- Be accountable for the Customer Service function (team of over 70 internal and external, remote customer service agents, led by Head of CS) and 2 Customer Service managers
- Build and mentor high-performing teams
Operations & Process Innovation :
KPIs and Metrics :
Stakeholder Management :
About You
Language
Functional Skills
Technical
Interpersonal
Why Choose Us?
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-SP
LI-SP
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.
