Customer Experience Specialist (CES)

JOB PURPOSE

Purpose:

To drive sales and market share of assigned Sanofi products in the designated area by conducting sales promotions in line with Company strategy, rules and local regulations.

To achieve success, it is critical that the Customer experience specialist:

• Orchestrate the customer centricity approach in the assigned territory.

• Promote Sanofi products according to company rules and local regulations

• Conduct regular visits of pharmacies to monitor product availability and movement.

• Introduction of New products.

• Use sales techniques and operational tools in order to achieve sales objectives and constantly seek to upscale his/her capabilities in light of the agile new way of working.

KEY RESULTS / ACCOUNTABILITIES

• Main point of contact for product information, brand detailing & messaging through multiple channels / follow up comm with HCPs / conduct physical & virtual RTMs

• Dynamic customer profiling & segmentation, digital habits, preferences and prioritize interactions, coordinate with CSLs to develop impactful customer engagement plan for key prescribers.

• Identify customers and manage sales promotion of assigned products to the target doctors to achieve monthly, quarterly and annual targets in line with company strategy

• Hybrid Rep & OC campaign orchestrator with full empowerment to apply TURING OCCP improving customer engagement

• Develop weekly and monthly visit plans in consultation with the line manager and in compliance with Sanofi internal sales systems and procedures

• Maintain and update product and competition knowledge in order to create a good professional image and build good relationships with trade personnel

• Identifying and establishing new business.

• Details to achieve the success

• Update all the required information on doctor cards and list

• Communicate regularly with key opinion leaders, get market feedback and report any relevant information to commercial lead in line with company procedures and best practice.

• Support the commercial lead with the knowledge transfer to the new hires in order to familiarize them with product knowledge, medical information, territory coverage and reporting system

• Implement territory coverage plan (No. of total calls, remote penetration & plan adherence)

Maintain Compliance

Abide by the requirements of the internal Code of Ethics including but not restricted to maintaining high professional standards of conduct in line with the Company procedure with a duty of care to the reputation of the Company

Ethical Leadership

• Takes personal accountability to use personal experience and knowledge, as well as the training and tools provided by Sanofi, to maintain a good knowledge and understanding of all ethics and governance relevant to the role (Sanofi Policies and Procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken.

• Escalates any decisions, or seek the support of colleagues or management if personal knowledge and understanding is not at the level required to carry out any part of the role

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 company’s 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 manufacturer’s recommendation, and all the documents such as the driving license, car insurance etc. are always valid in condition.

KEY WORKING RELATIONSHIPS

INTERNAL

Cross Functional Collaboration with:

• Commercial Lead

• Customer Centricity Lead

• Agile Coach

• Marketing

• Medical

Occasional Contact with:

• Training

• IT

EXTERNAL

Would be expected to be involved with:

• HCPs

• Purchasers

SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS

Education Level:

Bachelor degree in a Medical field (Medicine, Pharmacy)

Skills:

Communication skills

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