Manager - Customer Facing CRM Country Support

Job title: Manager - Customer Facing CRM Country Support

• Location: Hyderabad

About the job

Sanofi has currently the best and most robust pipeline of R&D and consequent new launches of our history. As new phase of Play-To-Win strategy, funding this pipeline and new launches is key to materialize the miracles of the science to improve people lives. Thus, as we enter the next phase, modernization of Sanofi is required as per the recent announcements on DRIVE, and in this respect, we are in the beginning stages of organizing the Go-to-Market Capabilities (GTMC) team at global level.

Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives.

The GTMC organization will help us to drive best-in-class capabilities across the board and bring value and excellence in our commercial operations. This move is a key part of the aimed modernization of Sanofi and will allow us to focus on our priorities across our products, market and pipeline through the reallocation of resources and realizing the efficiencies of removing silos that exist between our business units, avoiding the duplication and overlapping of resources, standardizing our processes and tools, operating with a One Sanofi approach to accelerate our key capabilities development, and fostering the entrepreneurial spirit by speeding up the decision making.

Job Summary

Customer Facing CRM & Platforms team aims for:

• Centralize Go-to-Market excellence and operational tasks across Global Business Units (GBUs),
• Standardize best-in-class capabilities with strengthened global support while verticalization of reporting within GTMC from local to global,
• Define clear ways of working and bringing clarity on interfaces with GBUs, Digital, and executional support on commercial operations from Sanofi hubs to optimize process excellence and efficiency.

Main responsibilities:

• Foster the use of global tools and solutions, pursuing and integrated ecosystem - CRM & Platforms oversee the administration of CRM (Mainly Veeva) supporting integration with other G-local tools as SFMC, Promomats, etc. Partner with the other Customer Facing team members, other GTMC pillars and Digital to avoid any fragmented solution or approach.
• Administration of CRM systems. Oversee the day-to-day operations, ensuring all activities are conducted efficiently and in accordance with company policies and procedures. Identify and implement process improvements to optimize hub performance. Configuration and maintenance of the Veeva CRM system. Ensure data integrity and consistency across region. Monitor Veeva system performance and troubleshoot issues as they arise including end user guidance. Examples of processes considered but not exhaustive are:
• Territory management: Collaborate to maintain accurate and up-to-date territory definitions by country. Ensure territories align with the overall sales strategy to maximize efficiency and effectiveness.
• User access management: Manage user access by creating and removing accounts as required. Ensure appropriate access levels are granted based on user roles and responsibilities. Maintain data security and confidentiality by implementing access controls.
• Omnichannel cycle channel planning (OCCP): Deploy monthly OCCP in alignment with the rep-driven Go-To-Market (GTM) strategy.
• Closed loop marketing (CLMs) support: Advise and support the upload of CLMs, ensuring accurate and timely deployment.
• E&C: Support E&C Management including internal and external stakeholder management as Concur integration, HCP payment, etc.
• Provide proper level support to end-users as part of global governance. Maintain effective relationships with stakeholders;(2) Liaise and coordinate with colleagues in medical and commercial functions to receive tasks for exection through one CRM (3) Co-ordinating and performing QC activities to ensure quality check validation and UAT acceptance
• Process standardization and optimization: Implement standardized processes, ensuring alignment with global policies and GxP processes. Identify opportunities to streamline and enhance CRM processes, driving efficiency and effectiveness.
• Data analysis and reporting: Track utilization and engagement KPI s on tools adoption and share insights with leaders to increase adoption. Analyze data to provide insights and recommendations for improving customer engagement and sales force effectiveness.
• Ensure sustainable collaborative working relationship: Foster open communication and collaboration with the regional Customer Facing Capabilities team, Global, and other GTMC pillar. Share best practices and lessons learned to improve sales force effectiveness. Encourage continuous improvement by soliciting feedback from CRM users and incorporating their insights into system enhancements.
• Continuous improvement: Stay updated with the latest technologies and industry trends, integrating relevant advancements into Sanofi s strategy. Lead initiatives to evaluate and implement G-local tools and/or new features that enhance system capabilities.
• Team supervision and development

About you

• Experience: 7+ years of experience in CRM administration, preferably with expertise in managing Veeva CRM. Commercial Operations knowledge and desirable experience supporting in-field teams.
• Proven delivery of outstanding results.
• Excellent problem-solving skills and attention to detail.
• Ability to leverage networks, influencing and leading projects.
• Ability to lead change while achieving business goals and objectives, act for change, challenging continuously the status quo.
• High persistency and resilience.
• Soft Skill & Technical Skills: Technical knowledge of Veeva CRM environments and Territory management tools (Veeva Align, Veeva Vault, Veeva OneCRM, Veeva 4MPromo Mat, Veeva CLM, proficient in Excel & PowerPoint). Veeva Salesforce or Veeva Certified would be added advantage.
• Field force support background: robust knowledge with tools and platforms of customer facing operations, good experience with SFE subjects, target, segmentation, profiling, in-field teams management.
• Strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills, proven impactful communication, presentation, persuasion, skills ability to work cross-functionally.
• Experience in having deployed transformational GTM solutions and new customer facing tools implementation.
• Business: Numerate and analytical skills; Ability to prioritize; Robust knowledge in Digital, IT and CRM; Financial acumen; Over achievement against set objectives; Ability to work on their own initiative and make quality decisions; Excellent interpersonal skills to communicate, present, persuade and argument among all GBUs teams and partners.
• Leadership: Leads by example and walks the talk; Role models Play-To-Win principles and behaviors: Engages others through active and impactful communication; Demonstrates a high level drive, passion and ambition for high performance; Challenges continuously the status quo; Develops fresh approaches in order to deliver results; Has well-developed time management skills, mastering in prioritizing tasks and planning own workloads to ensure deadlines and desired results are met.
• Networking: Is a strong relationship builder; Seeks out new opportunities; Demonstrates teamworking and shares best practices always; Has experience of successfully leading projects in multicultural environments and in a matrix organization.
• Education: Graduate/Postgraduate or Advanced degree in areas such as Management/Statistics/Decision Sciences/Engineering/Life Sciences/Business Analytics or related field (e.g., PhD / MBA / Masters)
• Languages: Excellent knowledge in English and strong communication skills - written and spoken
• Personal Characteristics: Hands-on, accountability, creativity, initiative, high persistence and resilience, stress management, learning agility, result orientation, ability to work on one s own, continuous improvement, listening skills, empathy to understand the needs of the different businesses within distinct geographies.

Why chose 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.
• Play an instrumental part in creating best practice within our Go-to-Market Capabilities.

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 !