Job Purpose The Omnichannel Transformation Excellence Lead will drive the continued evolution of digital and GTM capabilities and ways of working in close collaboration with Business transformation GenMed . The ambition is to be a reference Pharma Company in omnichannel execution that drives growth and transforms business models into the digital era moreover become a customer centric organization This role first and foremost is a provider of digital and GTM expertise in the Greater Gulf markets for General Medicine franchises. The adoption of digital is transformational and this role will lead that adoption across the business for OmniChannel to optimize the go-to-market models. Key Results / Accountabilities Providing omnichannel leadership and excellence:
Ensure excellence in implementation and execution of omnichannel strategies for General Medicine (GenMed) and digital marketing tools (such as SEO, web marketing, mobile apps, website management, social media campaigns, online/media advertising, content marketing, campaign automation and personalisation) to achieve business and financial results, and ensuring all channels are integrated seamlessly in the Sanofi ecosystem
Install a definition of Customer Experience/ Customer Centricity into our processes and customer planning. Act as a close partner to customer centric core agile teams in the development of customer activation plans, being the central point of contact in core agile teams for all topics related to Customer Journeys, Customer Experience, Campaign management and execution across all customer-facing channels
Lead and oversee the development and implementation of innovative digital content and channel strategies to enable customer engagement and create positive value impact on the business
Ensure relevant metrics are in place to monitor success and business impact of omnichannel activities and customer first model
Alignment across the organisation from global, regional to local and define clear areas of accountability
Lead and execute key local transversal digital projects.
Facilitate sharing of content, services & best practice across Therapeutic Area teams and Omnichannel leads in GenMed GBUs
Ensure a One Sanofi approach with other BUs and drive an outcome that is right for the customer
Drive the data strategy for GenMed GG, and be the main local point of contact for scaling global/regional data innovation projects (e.g CES, OneCI, CXQ etc..)
Lead projects related to design, development, maintenance, operation, and automation of reporting systems that assess the performance and ROI of omnichannel activities and Customer first model execution along with Transformation lead GenMed.
As a member of the GG Data Lab, work closely & cross-functionally with Digital and Business Intelligence to innovate and optimize state-of-the-art visualization of large-scale data, metrics and analytics.
Act as trusted advisor and partner to business leads – assisting in the identification of business needs & data opportunities, understanding key drivers of performance, turning data into business value, and guiding of the overall analytics strategy in relation to omnichannel impact
Govern with Data Lab rules for information, metadata and maintain taxonomy consistency
Act as an expert on data definitions, data flows, legacy data structures
Digital Innovation Ambassador
Act as an agent of digital transformation across the GenMed organisation, leading and supporting changes in ways of working, required resources, and procedures with transformation lead Genmed .
Be an innovation scout, seek latest state-of-the-art solutions via third parties that can improve customer engagement and overall business performance.
Investigate the latest tech trends and motivate and develop the knowledge, skills and capabilities of the customer engagement and digital marketing teams in utilizing them to enable self-serve agile operating models.
Maintain an awareness of current research and innovations in the field of big data and customer experience
Key Working Relationships Geographical scope of the job: Greater Gulf MCO Internal stakeholders:
Country Business and Global/Regional Support Function Activities
Commercial teams and Leads spanning ;Business Transformation ,Marketing & Sales, Medical, Communications and Market Access
Above Market including Regional and Global Omnichannel transformation teams
Enabling functions including Business transformation, Digital ITS, Business Operations, Legal, Regulatory, Quality, Finance, HR (as needed)
External Stakeholders: Agencies, tech third-parties Health, Safety And Environment Responsibilities To care for his/her own safety and wellbeing and the safety of others, and to co-operate with the company to ensure a safe place of work. Employees are therefore expected to: ? Support and conform to Company HSE rules and procedures to ensure a safe, healthy, and pollution free work environment. ? Follow HSE guidelines and take all necessary measures applicable to effectively implement the HSE action plan (PASS) in the work area and the activities. ? Follow HSE rules and Act responsibly to protect yourself and others from an injury and ill health conditions while at the work locations and/or while using road e.g traffic rules, emergency evacuation procedure, medical surveillance, healthy lifestyle etc. ? Follow the companys road safety program. ? Periodically check the car to ensure its road worthiness e.g. brakes, lights, indicators, tires etc. Also, ensure that the car is timely serviced and maintained as per the manufacturers recommendation, and all the documents such as the driving license, car insurance etc. are always valid in condition. ? Attend HSE training and implement the learnings. ? Participate in the HSE related activities, campaigns, events etc. and adopt the learning in day to day work activities. ? Report all the accident/ incident (if any) to the Line Manager and the HSE Manager, and help to investigate further. ? Thoroughly read all HSE instructions, procedures, policies issued by the Company, and comply with its requirements. Escalate any doubts or uncertainties to the Line Manager. Requirements Experience and Qualifications:
At least 10 years working experience with 5 years in omnichannel/digital innovation roles (client-side, agency, tech late-stage startup), with a focus on creating great customer experiences and data analytics
Bachelor’s degree in marketing, business, or computer sciences.
Strong track record of working collaboratively across functions and markets in a high matrix working environment
Working knowledge of all relevant omnichannel tools including but not limited to: integrated planning, content marketing, customer insight and analytics, automation and personalization, CRM use, email marketing, modular content, search, paid media and programmatic media, customer experience and user experience
Ability to drive change in teams without direct authority, always seeking to understand impact of strategies and activities: interpret and communicate clear, actionable recommendations
A high degree of analytical ability and intellectual curiosity
Experience with business intelligence and data visualization tools preferred (e.g., PowerBI, MicroStrategy, Tableau, Qlik Sense)
AI /Machine Learning experience preferred
Action oriented to drive plan implementation
Strong business acumen: thorough understanding of revenue drivers for brands across countries and how customer facing digital can help achieve these goals
Ability to manage/prioritize resources
Experience applying financial systems/processes and compliance
At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.