Supply Chain Tactical Customer Engagement Lead

Who You Are: Responsible for Supply Chain Customer Engagement of customers according to differentiated service model based on segmentation. Drives Supply Chain collaboration strategy, joint scorecards & cost to serve improvements, coordinating all internal & external stakeholders. Liaises with Trade & O2C functions to drive service levels, optimal cost to serve & satisfaction of customers Creates positive customer experience, providing added value at every customer interaction. The Team: The Supply Chain Tactical Customer Engagement Leads work in a matured and seasoned Supply Chain team to support the ambition “Growing Capabilities” to Gartner 4 Maturity Level which is a customer engagement-oriented model to maximize customer satisfaction and boost joint value creation. Job Highlights: Accountable for the SC Relationship with Priority customers, with specific SC Engagement focus on the top-segment (VIP) customers. Ensuring the following are in place: Regular SC Operational meetings Regular Customer visits Joint Scorecards Service Plans Value-tracking Satisfaction measures Clear & regular communications to internal/external stakeholders Collaboration with Global Customer Fulfilment CoE: Acts as local extension to Global Customer Fulfilment CoE, driving local execution of global strategy, providing coaching & support network to other local Customer Facing associates Actively participants in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere community, sharing local best practice & adopting best practice seen elsewhere Actively contributes to global strategy development Agree targets for value-creation & satisfaction Segmentation In collaboration with local Trade, conduct customer segmentation based on Global Customer Fulfilment CoE playbook. Simplification Drive development & execution of simplification plans Ensure simplification benefits are realizable & tracked Collaboration Drive ‘level-up’ SC customer collaboration activity within Service Plans. Including: Brilliant Basics, trade terms, surcharge model & tactical collaborative opportunities Ensure that demonstrable value-tracking is in place Customer Experience Ensure regular ‘Voice of the Customer’ satisfaction measures are in place, both periodic i.e., VOLT/DELIGHT & real-time e.g., NPS/CSAT Ensure action plans are in place to address satisfaction gaps & are well tracked Drive Customer Ethnographer mindset in conjunction with Customer Engagement Specialists (studying the customer, learning about their environment & overall experience) Basic Qualifications: Bachelor’s Degree. Minimum 10 years of customer service experience Preferred Qualifications: Demonstrated ability to develop and implement customer care plans and initiatives, account management experience preferred. Knowledge on Trade, Customer Service Business, and Logistics. Communication and Negotiation competencies. Demonstrated leadership and ability to lead through change leveraging change management tools. Stakeholder Management skills. Knowledge of SAP. Proficient in the MS Office Suite of products. Able to work with data, drive business value analysis and KPIs. Ability to communicate clearly in English. Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law. #GD-SA #LI-SA 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. Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions. With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting www.sanofi.com or via our We Are Sanofi movie As an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. 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