Customer Facing Lead

28 سبتمبر، 2022

0 5 2 دقائق

الوصف الوظيفي

Objet de la mission

Ensures the continuous improvement of service levels and customer satisfaction as well as reduce operational costs and inefficiencies by coordinating between customers and SANOFI's different functions.

Activités principales

Build Partnerships and Drive Value Creation

Creating Joint Customer Business Plans to support a collaborative value proposition between Sanofi and eligible accounts, based on an integrated approach to strategy.

Meet Customers: Coordinate and execute periodic Customer visits and follow-up meetings in order to review Customer’s satisfaction levels.

Analyze improvement opportunities to then generate joint action plans.

Developing relationships: internally with Trade, CI2C, ITS and Finance teams and externally with the Customer's key decision-makers and information sources.

Projects implementation

Ensure the successful implementation of Customer care related projects.

Ensure the successful deployment of the Customer engagement survey.

Business Analytics

Ensure the successful implementation of Customer Care KPI according to global guidelines.

Ensure accurate and timely reporting for main Customer Care KPI (Fill Rate, OTIF, SISO, SIT) and other descriptive analytics, including Loss Tree, Trends and main Deviations analysis to provide this intelligence to relevant functions for action planning.

Customer Master Data Management

Coordinates Customer Master Data upload and updates: Processes the requests and is of point of contact. Is responsible for completing master data requests for creation an update by applying data governance principles.

Ensure data introduced is following the existing validated procedures and policies.

Communicates any changes/ updates done in Customer Master Data to relevant stakeholders.

Self-Assessment / Testing: Executes proper controls, including those stated in Demand to Cash/ IC&P, to ensure data integrity using standardized processes.

Qualifications requises du poste

Compétences

Customer Orientation
Strong Communication
Negotiation Skills and Ability to influence
Analytical thinking and problem solving
Adaptability
Relationship/Network Builder
Analytical thinking and problem solving
Results Orientation
Experience in Order to Cash Processes
Experience in developing Collaboration plans with Customers
Knowledge in SAP CEP, Excel
Project Management

Formation / Expérience professionnelle nécessaire

University Bac+4
3 years of experience in a similar position

Condition (s) particulière (s) d’exercice

Fluent English – Desirable

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.