Customer Fulfillment Lead Egypt

About Sanofi:

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

About the job

• Manage efficient and compliant Order to Cash (O2C/COMET) processes and customer-centric activities. Responsibilities include empowering teams to optimize daily operations such as Customer Fulfillment Support (S&OE process); SC Customer Engagement, Order to Serve processing contact center management, order, and claim reconciliation

• Additionally, managing relationships with reverse O2C and logistics internal & external partners, ensuring proper customer crediting, and compliance with internal and SOX controls are key tasks. The focus is on optimizing stock processes, streamlining the S&OE process, and enhancing SC Customer Engagement to improve overall customer experience in the fulfilment process

Key Responsibilities

• Order to Cash Process Activities

  • Managing E2E order to serve processing COMET to ensure timely fulfilment and process adherence

  • Empowering Customer Fulfilment team teams to conduct day-to-day operations efficiently and effectively

  • Implementing lean principles to streamline order fulfilment processes and reduce lead times for OTIF improvement

  • Optimizing stock processes to minimize stockouts and excess inventory

  • Streamlining the Sales and Operations Execution (S&OE) process to enhance D2C and forecasting planning

  • Ensuring proper customer crediting in compliance with internal policies and SOX controls

  • Conducting regular audits of logistics operations to identify inefficiencies and areas for improvement

  • Developing contingency plans to mitigate risks such as supply chain disruptions or transportation delays

  • Implementing sustainability initiatives to reduce the environmental impact of logistics operations, such as optimizing packaging and transportation methods

  • Analysing sell-in and sell-out data to understand market demand and adjust production and distribution accordingly.

  • Monitoring stock in trade levels to ensure optimal inventory management and minimize carrying costs

  • Analysing SISO data to identify sales trends, market opportunities, and potential risks.

  • Continuously evaluating and adjusting SIT and SiSO strategies to meet changing market conditions and customer demands.

  • Defines backorders policy and prioritization decisions with trade

• Simplification

  • Drive development & execution of simplification plans

  • Ensure simplification benefits are realizable & tracked

• Collaboration

  • Engaging with key stakeholders to ensure alignment and collaboration across the organization.

  • Contributing to trade and pricing initiatives to optimize root-to-market strategies and distribution costs

  • Analysing customer feedback and order data to identify opportunities for process improvement and enhance customer satisfaction

• Process Effectiveness & Analytics

  • Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements

  • Implementing performance metrics and KPIs to track the effectiveness of customer fulfilment and logistics operations and drive continuous improvement efforts

  • Communicate root cause analysis of issues found

  • Executes additional process analysis when requested

  • Support local team with reporting & KPIs

  • Prepare/extract KPIs for fulfilment processes

  • Support month end closing to ensure all steps defined in the local policies are properly executed

  • SISO & SIT consolidation & analysis

  • Manage VMI customer analytics & replenishment (where relevant)

• Outsourced Activity Governance (where relevant)

  • Orchestration & governance of outsourced back-office activity

About you

• Bachelor’s degree from an accredited college or university

• 5+ Years of experience in full range of Customer Fulfilment (incl. Customer Facing) activities, ideally in Biopharma industry

• English language fluency

Preferred Skills/Expertise/Experience:

• Knowledge of upstream Biopharma processes

• Strong understanding of downstream Biopharma processes and local trade environment

• Understanding of how to effectively engage external customers

• Understanding of Customer Experience principles

• Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements

• Excellent systems (SAP, CCM, MS Office) skills

• Strong project management skills, analytical skills, negotiation and communication skills

• Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving

• Strong willingness to drive change as well as good internal marketing and communication skills

• Demonstrated high standards of integrity, professionalism, and commitment

• Ability to motivate and influenc-e resources that do not report directly to incumbent

• Strong team facilitation and relationship building skills

• Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues

Functional Competency Requirements:

• Advanced in undefined process management - Knowledge of Trade & Terms conditions - Managing carriers & 3PLs - Managing master data - Developing customer fulfilment strategies

• Managing claims, orders, transactional & commercial customer data, export flows, S&OP & IBP processes & Customer Experience

Transversal Competency Requirements:

• Advanced in Improving Transversal Collaboration, Building Business Acumen, Developing Situational Leadership Skills, Improving Decision-Making

Why choose us?

• Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world.

• Make your work count by supporting a company that brings life-changing treatments to millions — and is committed to doing right by patients, communities, and the planet.

• Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably.

• Support teams across science, medicine, and operations by building better systems, shaping bold strategies, and enabling innovation at speed.

• Make an impact across borders and functions, collaborating with leaders to turn complex challenges into real-world solutions.

• Advance your career through stretch roles, cross-functional moves, and development opportunities designed to match your ambition.

• Thrive in inclusive, high-performing teams where every role matters and every voice helps shape what’s next.

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