JOB PURPOSE
The OmniChannel Lead will drive the leap forward in digital capabilities and models and drives growth and transforms business models into the digital era.
This role first and foremost is a provider of digital expertise in Omnichannel in Greater Gulf for Specialty Care and Vaccines franchises. The adoption of digital is transformational and as such this role will lead that adoption across the business for OmniChannel to optimize the go-to-market models.
KEY RESULTS / ACCOUNTABILITIES
Providing OmniChannel leadership and expertise:
- Expedite adaptation of OmniChannel applied knowledge (such as Search, Web Marketing, Mobile App dev, Social Media, online advertising/Media advertising, content marketing, automation and personalisation) and to achieve business and financial results
- Implement the MCO strategy for the ecosystem (including Campus Sanofi HCP portal), content development & personalisation, and data & analytics.
- Ensure clarity and consistency across the business with respect to channel definitions and the application of digital marketing within an OmniChannel approach for Speciality Care & Vaccines brands and lead projects to drive efficiencies in ways of working
- Instil a definition of Customer Experience/ Customer Centricity into our processes
- Seek out business partnership opportunities with third party organizations/companies involved in digital/OmniChannel to improve customer interaction and overall business performance.
- Lead and oversee the development and implementation of innovative digital content strategies that enable customer engagement and create positive value impact on the business
- Working with the teams to assess the best way to build OmniChannel strategies into brand plans including customer journey building
- Ensure relevant metrics are in place to monitor success and business impact of OmniChannel programs, including ROI where appropriate.
Develop and execute
- Lead and execute key digital initiatives and channel launches
- Facilitate sharing of content, services & best practice across Therapeutic Area teams and brands
- Work in close collaboration with enabling and platform functions seamlessly execute digital programs to time, budget and within compliance
- Measuring ROI: Connect the right data and metrics to our objectives to assess how our OmniChannel campaigns and efforts are making an impact.
- Be the central point for Customer Experience, Campaign management and execution across all customer channels
- Ensure a “One Sanofi” approach with other BUs and lead the needs for the business to drive an outcome that is right for the customer
- Motivate and develop the knowledge, skills and capabilities of the brand teams and digital marketing teams.
3. Maintain Compliance
- Abide by the requirements of the internal Code of Ethics including but not restricted to maintaining high professional standards of conduct in line with the Company procedure with a duty of care to the reputation of the Company.
4. Ethical Leadership
- Takes personal accountability to use personal experience and knowledge, as well as the training and tools provided by Sanofi, to maintain a good knowledge and understanding of all ethics and governance relevant to the role (Sanofi Policies and Procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken.
- Escalates any decisions, or seek the support of colleagues or management if personal knowledge and understanding is not at the level required to carry out any part of the role
Environmental and Safety Leadership
To care for his/her own safety and wellbeing and the safety of others, and to co-operate with the company to ensure a safe place of work. Employees are therefore expected to:
- Support and conform to Company safety rules and procedures to ensure a safe and healthy working environment
- Report any accident, incident or near miss, whether it be of personal injury or property damage
- Assist in the investigation of accidents with the objective of introducing measures to prevent recurrence
Thoroughly read all safety documentation issues by the Company and comply with its requirements. Escalate any doubts or uncertainties to their supervisor and / or manager.
KEY WORKING RELATIONSHIPS
Environment / key internal and external stakeholders
• Geographical scope of the job: Gulf countries / MCO
• Internal stakeholders:
- Country Business and Global Support Function Activities
- Commercial teams and Leads spanning Marketing & Sales, Medical, Communications and public affairs
- Above Market including Regional and Global teams
- Enabling functions including; ITS, Business Operations, Legal, Regulatory, Medical, Finance, HR (as needed)
SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS
- • Length and width of previous experience:
- A minimum of 5-year experience in marketing or commercial roles
- At least 3 years solid and rounded digital/MCM expertise within from other industries or from pharma with a focus on creating great customer experiences
- Innovation mindset and experience of applying innovation processes to develop digital products and services with a potential to disrupt the market
- Strong analytical capability to understand the customer and sound business & commercial knowledge to understand the impact
- Ability to think and act strategically combined with an ability to translate plans into operational reality
- Understanding of the key drivers in brand and customer facing activities
- Strong track record of working collaboratively across functions and markets in a high matrix working environment
- Organizational, cultural and interpersonal sensitivity
- Experience working with agencies/vendors
- Professional qualifications:
Bachelor degree in a related field, eg Marketing, Business, Computer Science
Functional/technical competencies
- Multi-Channel Engagement and Digital competencies
- Digital competencies including; digital strategy and integrated planning, content marketing, customer insight and analytics, automation and personalization (CRM), email, search, paid media and programmatic media, customer experience and user experience.
- Digital Innovation
- Understanding and application of innovation tools and processes to bring digital solutions to life (eg design thinking)
- Ability to work with internal and external stakeholders/startups/agencies to leverage and scale to Sanofi solutions
- Strategy Execution to Maximize Revenues
- Action oriented to drive plan implementation
- Strong business acumen
- Highly analytical, always seeking to understand impact of strategies and activities
- Thorough understanding of revenue drivers for brands across countries and how customer facing digital can help achieve these goals
- Financial Planning
- Ability to manage/prioritize resources
- Experience applying financial systems/processes and compliance
- Ability to analyze data, interpret and communicate clear, actionable recommendations
• Behavioral competencies (key soft skills)
- Leadership
- Strategically lead and execute on digital/OmniChannel programs
- Strong relationship management capabilities; ability to influence others without authority
- Strong communication and influencing skills
- Role modelling, visibility, upholding values, adhering to standards
- Create Culture of Innovation and Continuous Improvement
- Change leadership: ability to deal with ambiguity and adapt to new modes of operating
- Digital Innovation leadership
- Willingness to challenge the status quo
- Meet Commitments to Patients, Customers & Stakeholders
- Broad expertise across brand/technology/customers/stakeholders
- Ability to facilitate stakeholder & customer commitments and act on customer insights
- Ability to synthesize country digital customer insights
