Customer Experience Manager

Job title: Customer Experience Manager

• Location: Kuwait
• Job type: Permanent, Full time

About the job

Our Team:

We are seeking a highly motivated and visionary leader interested in shaping the management of people at risk of developing/or with T1 diabetes.

As the Key Account Manager AT1D, you will be primarily responsible to work closely with key accounts (e.g., Centers of Excellence or other key accounts in the Autoimmune diabetes local care pathway) to facilitate person-at-risk / patient identification and ensure infrastructure is in place so patients can be treated in a timely and efficient manner with a first-in-class therapy in Autoimmune Type 1 Diabetes.

Reporting to Franchise Head, this role is strategically positioned to realize the ambition for T1D and contribute to the overall future success of Sanofi.

Your core responsibilities will include:

• Mapping and segmenting accounts (e.g., Centers of Excellence or other key accounts in the Autoimmune diabetes local care pathway) and developing in-depth knowledge of each identified key account including strategic goals, value drivers, relevant business metrics, and unique emerging needs
• Understanding key accounts’ critical stakeholders (e.g., endocrinology / immunology ‘C-suite’ executives and key decision makers), their roles, org structure and how they influence each other in the ecosystem to ensure account/departmental coordination
• Developing understanding of target accounts (e.g., Centers of Excellence or other key accounts in the Autoimmune diabetes local care pathway) functioning and existing screening/infusion infrastructure to identify operational barriers that could prevent patients from accessing screening or treatment administration
• Developing strategic account plans including prioritization, based on identified barriers to address and opportunities
• Co-creating solutions with accounts’ key decision-makers to remove operational barriers and supporting screening and monitoring initiatives
• Collaborate to establish screening and infusion infrastructure beyond key Centers of Excellence, (e.g., specialized sites to develop home infusion solutions)
• Engaging with accounts’ key stakeholders to convey a compelling narrative on T1D and screening and create general disease awareness (incl. T1D prevalence, severity and stages / disease progression pre-launch and treatment options post-launch) and tailoring engagement to the stakeholders’ level of maturity
• Leveraging omnichannel approach (e.g., F2F, social media, portals, etc.) to ensure a high-touch and personalized engagement with key accounts’ stakeholders
• Identifying and mapping referral network to provide guidance on which key stakeholders field teams need to engage with in priority to develop a streamlined referring process through multidisciplinary referral networks
• Collaborating with cross-functional field-based teams (e.g., Market Access) in leading discussions on product access and formulary inclusion, administrative flows definition, and more generally to proactively address accounts’ needs  
• Coordinating cross-functional field team interactions with key customer accounts to ensure effective pull-through
• Informing customer segmentation and customer portrait / persona creation by sharing insights collected on the field

About you

• Experience:
  • Desired experience in Type 1 Diabetes /Specialty / Rare disease
  • Minimum of 5 years of pharmaceutical, biotech or medical device sales experience in Greater Gulf.
  • Co-promotion experiences preferred.
• Soft skills:
  • Excellent interpersonal and communication skills, with ability to effectively engage internal and external stakeholders, build and cultivate strong working relationships
  • Outstanding networking capabilities with strong negotiating skills
  • Ability to develop organizational capabilities while influencing others
  • Ability to prioritize multiple projects
  • Ability to work agile, demonstrate creativity and be a strong team player
  • Self-driven, results-oriented with ambition for optimal results
  • Ability to dynamically adjust priorities due to changing circumstances
  • Agile learner who is comfortable operating in complex environments
  • Ability to build proper environment to enable Playing to Win culture to flourish
• Technical skills:
  • Broad understanding of health system business, decision-making processes & market trends with a proven track record of accessing C-suite to D-suite decision-makers and influencers
  • Proven track record of success in various field-based sales roles
  • Deep understanding of care pathway operational aspects
  • Proven ability to translate health system market knowledge and develop strategic plans with internal and external stakeholders
  • Ability to execute tactical initiatives
  • Demonstrated entrepreneurial mindset
  • A solution-oriented mindset enabling effective and creative problem solving with customers' needs as a primary focus
  • Expertise in clinical data, disease education and diagnostics
  • Strong commercial business acumen, strategic thinking
  • Digital & Analytical skills: able to analyze data, feedback and turn it into insights
  • Must achieve and maintain compliance with all applicable regulatory, legal, and operational rules and procedures, and require the same of his/her team
• Education: BA/BS degree in pharmaceutical science desired; Advanced degree preferred

Pursue progress, discover extraordinary

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!