Customer Experience Specialist

Job title: Customer Experience Specialist (CES) Transplant 

• Location: Madrid
• Territory: Madrid – Levante

About the job 

At Sanofi, we are driven by one purpose – we chase the miracles of science to improve people’s lives. Our team, across some 100 countries, is dedicated to transforming the practice of medicine by working to turn the impossible into the possible. 

We are an innovative global healthcare company with a focus on immunology that extends to innovation in transplant medicine. Across different countries, our talented teams are determined to deliver a best-in-class customer experience using the best of digital, artificial intelligence and personal know-how. We pursue progress to make a real impact on millions of patients around the world. 

Our vision is to become leaders in the Transplant therapeutic area by collaborating with key partners to shape new SOC practices across the transplant continuum of care with innovative, clinically differentiated portfolio opportunities that offer organ preservation and extended life–years to patients with improved quality of life (QoL)​.

In this sense, we are investing in science to develop a pipeline of assets targeting new and important disease pathways across the transplant therapeutic area. 

The CES has the mission to enable life changing stories and redefine QoL for transplant patients who are living impacted by the complication of an allogenic transplant such as the chronic graft-versus-host disease and for their caregivers. 

Our Team: 

We are seeking a highly motivated and proactive person interested in shaping the management of people at suffering of cGvHD for improving their disease course and improve their QoL. 

As a CES, you will be primarily responsible to drive the success of the launch and growth across your assigned accounts in your territory.

Reporting to the Sales Lead, this role is positioned in the field and is key to achieve the ambition of Transplant Team and contribute to the overall future success of Sanofi. 

Your main responsibilities will include:  

During pre-launch:

• Identify key Stakeholders in each of the Transplant Centers, not only hematologists but other Specialties involved in cGvHD management, within scope and develop an appropriate engagement plan aligned to their and our needs.
• Conduct in-depth segmentation and profiling of Hematologists as well as other Specialties involved in cGvHD to adapt visits and messages.
• Collect continuous insights and competitive intelligence data from the field and share it with Sales, Marketing, Customer Engagement & Medical Teams to analyze market trends, evaluation of healthcare practice and competitor activities to adjust strategies as needed. 
• Develop customer-focused plans aligned to the Brand Strategy.
• Orchestrate the unbranded campaign, leveraging Sanofi channels to raise awareness for better management of prevention, implementation, and monitoring patients in geographical area (including hematologists and other Specialties)
• Strengthen mastery of disease and product through HCP engagements in key congresses and scientific meetings.
• Develop a valuable relationship with HCPs based on quality medical information and ethical approach in compliance with the regulatory framework.
• Contribute to the creation of solid Multidisciplinary teams in the centers of your territory.
• Build strong Sanofi image & reputation in the Transplantation field.

During Launch:

• Achieve sales goals and qualitative performance parameters in the assigned area.
• Adjust segmentation and profiling of Hematologists as well as other Specialties involved in cGvHD to adapt visits and messages.
• Develop and implement commercial, customer-focused projects to optimize patient care in collaboration with our key customers.
• Identify and execute plans aligned with the Brand Strategy and in close collaboration with Medical, Customer Engagement and other relevant functions.
• Collect continuous insights and competitive intelligence data from the field and share it with Sales, Marketing, Customer Engagement & Medical Teams to analyze market trends, evaluation of healthcare practice and competitor activities to adjust strategies as needed. 
• Organize local symposia and workshops with the key customers.
• Participate in local, national, and international meetings and symposia.
• Ensure availability of the medication in all centers of your territory.
• Ensure compliance within all activities to maintain the highest standards of patients focused ethical conduct in line with our values.
• Ensure operating in accordance with Sanofi’s code of conduct and all applicable local laws and regulations.
• Build strong Sanofi image & reputation in the Transplantation field.

About you  

• Experience: 
  • Established experience as commercial representative. Desired in hematology, oncology, transplant, immunology and/or rare disease field.
  • Extensive Knowledge of the Health System Business, decision-making processes, and market trends.
  • Demonstrated marketing, project management and digital competencies (i.e. implement omnichannel strategy…) and experience in key account management including mapping accounts, collecting insights, and establishing account plans for introducing new products at Hospital level.
  • Strong drive to deliver results while working collaboratively with a cross-functional team.

• Soft skills: 
  • Can work autonomously, learn fast and work in an Agile manner and integrate a TRT (Thoughtful Risk Taking) mindset.
  • Strong result-oriented with ambition to obtain optimal results.
  • Able and willing to work in a team (across Transplant Team but also with other Functions and teams, i.e. OneHematology – OneGenMed - OneSanofi).
  • Innovative & proactive approach in the search of opportunities.
  • Show commercial skills, Outstand networking capabilities and strong negotiating skills. 
  • Demonstrate problem-solving skills, analytical mindset, adaptability, and strong organization skills.
  • Strong communication skills, ability to build trusted relationships with external Stakeholders i.e. HCPs and influence them.
  • Ability to work in multiple projects and dynamically adjust priorities due to changing circumstances.
  • Have strong empathy and education.
  • willing to travel (min. 80% customer facing activities).

• Technical skills: 
  • Agile learning accross the LCM​.
  • Able to discuss and manage objections. ​
  • Technology proficiency: ​Office package, advanced level​, CRM and others, omnichannel approach, Power BI, AI tools and others.
  • Able to create a 360 account plan overview.
  • Data analytics.
  • Enterpreneurial mindset.
  • Desired scientific Knowledge in Immunology, hemato-oncology and /or transplant.

• Education:
  • Bachelor's degree in Science preferably (Pharmacy, Biochemistry, Biology, Chemistry…). Ideally complemented with a commercial training or master.
  • Valid driver’s license.

• Language:
  • Spanish native language.
  • English (reading and understanding, speaking highly desired).

Why choose us? 

• Bring the miracles of science to life alongside a supportive, future-focused team. 

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. 

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. 

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave. 

#LI-EUR

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!

Final compensation will be determined based on demonstrated experience, skills, location, and other relevant factors. Employees may be eligible to participate in Company employee benefit programs.