Customer Experience Partner
Location : Athens-Greece
50% Remote working and 20% of travel expected (inland only)
Job type: Permanent
Your mission
As a Customer Experience Partner your key purpose is to orchestrate all customer interactions using diversity of messages and channels to deliver a superior customer experience and inspire them to provide best solution for our patients.
About the job
- Form, orchestrate, develop and lead communities around health which serve patients best possible way
- Proactively manage the insights flows from the customers (needs, expectations, feedback, pain points) and provide it back to the team to build outcome driven pull communication
- Work with CE to tailor the best customer journey mirroring customer and patient needs while solving pain points
- Own the communication with the customer and adapt/tailor it to their needs
- Collaborate with team CE/BOS/Marketing/Medical to define an effective customer experience vision
- Contribute to build long-term strategy to achieve excellence in omni channel activities and customer engagement in a specific geographical area/customer segment
- Implement customized activation strategies across all channels (prepare personalized Define and implement standards for ensuring optimal customer experience
- activities / territory & HCPs)
- In consultation with customer engagement and commercial manager, implement an effective customer relationship management system to foster customer loyalty
- Facilitates studies and research to discover new techniques necessary for improving customer experience
- Manage all touchpoints and lead customer engagement plans, using strategic evaluations, customer engagement plans and programs, corresponding with the audience and prospects needs
- Assist the team on metrics to review customer satisfaction, strengthen customer experience, and develop further programs and initiatives to respond to customer base effectively.
- Make sure the available channels and activities remain fit for purpose (Check regularly progress of communication and engagement and take measures if needed)
- Oversee and undertake other activities as required to gauge customer feedback and make sure that this is used effectively. This will include surveys, one-to-one interviews and focus groups, and on-line methods of engagement, including the use of social media.
- Dynamic targeting
- Constantly update the OneCRM of his/her region to enhance call efficiency & documentation, drive insights, analyse the market, develop territorial plans and strategically address customer needs
- Effectively manage the assigned territory by means of planning (territory KPIs, analysis, resources allocation, call planning)
- Acts in line with all ethical & compliance rules of the Sanofi Group
About you
- Play to Win spirit/entrepreneurial and agile mindset
- Customer centricity and mindness and results oriented
- Self-triggered, resilient
- Creative, innovative
- Dynamic & active personality
- Energetic collaborator & influential communicator
- Open attitude to emerging customer engagement channels
- Technology savvy - understand how AI can be used for a) patient treatment and b) more effective communication with HCPs
- Able to collect, analyze & understand market data
- Make data driven decisions
- Agile learner
- Keen to negotiate, communicate, present, persuade and argument among different stakeholders (internal and external customers)
- Ability to explore opportunities and find solutions to achieve results
What we offer
- An international work environment, in which you can develop your talent and realize ideas and innovations within a competent team
- An attractive, market-oriented salary aligned with your qualifications
- An individual and well-structured introduction and training of new employees
- Professional career opportunities in dynamically developing working environments
- As a globally successful and constantly growing company, Sanofi provides international career paths as well
If the description fits your experience and has captured your interest, please apply so we can get in contact with you!
Discover our
Code of Conduct
, that serves as the moral compass that guides us when chasing the miracles of science to improve people’s lives. Please ensure to have read this document, before applying.
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, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Watch our
ALL IN video
and check out our Diversity Equity and Inclusion actions at sanofi.com
!
Pursue Progress. Discover Extraordinary.
Visit our external career site for more opportunities and information:
https://www.sanofi.hu/hu/karrier
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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.
