Manager Consumer Care, CHC

Job Summary

The Consumer Care Manager is responsible for overseeing and managing consumer and customer inquiries, complaints, comments, and suggestions across multiple channels (phone/email/online) for Sanofi Consumer Healthcare US. Duties include supervising and managing the consumer care team, training staff members to provide the highest standards of customer service, ensuring all company policies and governance are followed, managing mandated reporting, analysis, and recommendation frameworks, and serving as the internal consumer advocate and champion of consumer needs. This role reports to Head of Digital Operations and will collaborate and work cross-functionally with the pharmacovigilance, brand, medical, legal, regulatory, industrial affairs, sales, integrated marketing, media, and external agency teams to facilitate compliance, consumer satisfaction, resolution, and positive engagement.

Job Requirements

• Supervise day-to-day operations of customer service channel team comprised of internal and 3rd party call center and onsite digital and social media response and moderation specialists.
• Establish detailed processes and RACIs for each step in the delivery chain for consumer care.
• Elevate and escalate issues to relevant internal teams (pharmacovigilance, brand, medical, legal, regulatory, industrial affairs, sales, integrated marketing, media).
• Maintain up-to-date, established multi-channel operating model documentation and regularly train relevant internal and external stakeholders.
• Build, train, coach, and manage team of internal consumer care specialists.
• Work closely with Integrated Marketing leadership to ensure the operating model is regularly optimized and consistently enforced. 
• Serve as consumer care point of contact for pharmacovigilance, brand, medical, legal, regulatory, industrial affairs, sales, integrated marketing, media, external agency, and technology partner teams.
• Align with Media, PR and Brand teams on offline and online initiatives, campaigns, and partnerships to anticipate response matrix and moderation needs.
• Qualify and maintain internal and external teams’ annual credentials and training related to company consumer response, social media, and pharmacovigilance SOPs.
• Ensure all brand social platform presences are uniform in presentation and follow industry, platform, and company best practice from a content, moderation, pharmacovigilance, and administrative standpoint.
• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

  Additional responsibilities include:

• Write, update and manage each brand’s response matrix in collaboration with the brand and consumer care team
• Validate best practices identified by extended team and vendor partners.
• Create and own the community management playbook for the CHC brand portfolio.
• Advise brand marketers on social media channel values and potential in consultation with the Digital Operations and Media teams.
• Assess and advise on implications of any and all brand and campaign activities that may impact social media and community management
• Consult with brand and external agencies on social media content and influencer programs.
• Share consumer learnings/insights with cross-functional partners including brand, medical, legal, regulatory, industrial affairs, sales, and integrated marketing teams.
• Create and deliver monthly reports and insights to pharmacovigilance, brand, medical, legal, regulatory, industrial affairs, sales, and integrated marketing teams.
• Regularly identify and improve organizational development aspects to improve social media campaigns and community management.
• Collaborate with the analytics team on consumer sentiment analysis.
• Provide immediate and/or short-term supplemental coverage for consumer care specialists as needed
• Update job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

Job Qualifications

• BA/BS with preferred, but not mandatory, focus in Communications, Media, Marketing, Branding, Business Administration, or Liberal Arts. An equivalent combination of formal education, training and experience may also be considered.
• The ideal candidate will have at least 5 years of experience in the following:

• Consumer care and/or customer service at a large enterprise. Regulated industry experience preferred but not mandatory.
• Experience with enterprise customer service platforms (e.g. Verint, Genesys, Medallia) and Social Media Management System (SMMS) tools (e.g. Spinklr, Khoros/Spredfast, Sprout, Hootsuite, etc.)
• Thorough understanding of online and offline communications channels, tools, etiquette, voice/tone, best-practices, and metrics.
• Supervisory and team management skills
• Excellent writing, communication, and presentation skills
• Proven experience identifying and implementing process improvement
• Strong organizational, problem solving, and communications skills
• Fluency in Spanish is a plus but not mandatory
• Proficiency in MS Office

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.

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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.