Customer Experience Manager - Multiple Sclerosis

Overview

We are seeking a highly motivated and visionary leader interested in shaping the management of people with Multiple Sclerosis.

As the Customer Experience Manager – Multiple Sclerosis, you will be based in Jeddah and responsible for shaping perceptions within the MS community by challenging traditional paradigms and building belief in the unique biology of disability progression independent of relapses.

You will also play a key role in enabling healthcare professionals to identify appropriate patients through targeted education and engagement.

Reporting to the Franchise Head, this role is strategically positioned to realize the ambition for Tolebrutinib and contribute to the overall future success of Sanofi.

Responsibilities

• Mapping and segmenting accounts and developing in-depth knowledge of each identified key account including strategic goals, value drivers, relevant business metrics, and unique emerging needs
• Understanding key accounts’ critical stakeholders (e.g., MS Specialist, General Neurologist, MS Nurse and key decision makers), their roles, org structure and how they influence each other in the ecosystem to ensure account / departmental coordination
• Developing strategic account plans including prioritization, based on identified barriers to address and opportunities
• Co-creating solutions with accounts’ key decision-makers to remove operational barriers and supporting screening and monitoring initiatives
• Leveraging omnichannel approach (e.g., F2F, digital channels, portals, etc.) to ensure a high-touch and personalized engagement with key accounts’ and other stakeholders
• Collaborating with cross-functional field-based teams (e.g., Market Access) in leading discussions on product access and formulary inclusion, administrative flows definition, and more generally to proactively address accounts’ needs and ensuring effective pull-through
• Engaging with HCPs and broader set of stakeholders who play a critical role in the patient pathway to convey an effective narrative on disease progression and create general disease awareness pre-launch and treatment options post-launch, leveraging innovative value story techniques and tailoring engagement to stakeholders’ level of maturity
• Informing customer segmentation and customer portrait / persona creation by sharing insights collected on the field

About you

Education :

Experience :

Soft skills :

Technical skills :

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!

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