Job detail for Customer Experience Partner

The Customer Experience Partner delivers exceptional, relationship-based customer experiences while achieving commercial performance goals. The role blends traditional commercial excellence with a modern omnichannel approach—combining strategic relationship building with Healthcare Professionals (HCPs) and deep customer insights to maximize product access and patient impact across the Specialty Care portfolio, including rare diseases.

Key Objectives

• Deliver remarkable customer experiences that foster satisfaction

• Achieve and exceed sales targets through relationship-driven engagement

• Collect and analyze customer insights to inform strategic decisions

• Build and maintain strong, long-term partnerships with Healthcare Professionals

• Provide high-quality medical and product information to support optimal patient care

Main

1. Customer Experience Excellence

• Design personalized customer journeys and serve as the primary point of contact for HCP inquiries and feedback

• Regularly assess customer satisfaction and implement improvement plans

• Develop tailored engagement strategies and monitor feedback across all channels

1. Commercial Performance & Territory Management

• Achieve/exceed sales targets and KPIs; manage territory business plans, resources, and budget

• Identify new business opportunities; conduct sales presentations and product demonstrations

• Manage visit activity, field coverage, and adherence to the visit plan (remote and face-to-face)

• Monitor product availability and orders within institutions/pharmacies where applicable

• Implement disease awareness and product differentiation activities (CPD, meetings, roundtables, team sessions)

1. Relationship Building & Stakeholder Management

• Establish trusting relationships with HCPs and care teams (doctors, nurses, pharmacists)

• Collaborate with hospital structures to support optimal patient care pathways

• Represent Sanofi at medical conferences, congresses, and educational events (regional, national, international)

• Collaborate cross-functionally with Medical Affairs, Marketing, Market Access, and the Rare Disease Coordinator

1. Customer Insights & Feedback Management

• Systematically collect and document HCP insights, preferences, and unmet needs

• Conduct feedback sessions/surveys; analyze data to identify trends and opportunities

• Maintain accurate CRM customer profiles and share insights with internal stakeholders

• Monitor competitive intelligence and report findings to management

1. Digital Engagement Strategy

• Leverage digital tools, virtual platforms, and mobile applications for omnichannel engagement

• Support HCPs in adopting digital health solutions; maintain a professional digital presence

1. Medical Information, Training & Compliance

• Provide accurate and up-to-date medical/scientific information in accordance with regulatory standards

• Facilitate access to clinical data, studies, and internal medical experts

• Stay informed about advancements in the therapeutic area and competitive activity

• Support Medical Affairs in humanitarian programs, patient programs, and screening projects where applicable

• Lead key strategic initiatives in project management mode as needed

Required Skills & Abilities

Key Skills

• Customer orientation, relationship building, communication excellence

• Digital proficiency, analytical thinking, adaptability

• Autonomy, results-orientation, strong planning/execution skills, and team spirit

Technical Skills

• Proficiency in CRM tools

• Advanced MS Office suite

• Familiarity with digital/virtual engagement platforms

• Understanding of healthcare systems and pharmaceutical regulatory requirements

Professional Qualifications

• University degree required — preferably in Medicine, Pharmacy, or Biology (Master's level for the full CEP role)

• Doctor of Medicine (MD) qualification – desired/advantageous

• Experience in the pharmaceutical industry required

• Minimum 2 to 3 years of experience in pharmaceutical sales or a customer-facing role in the healthcare sector (hospital/public sector experience is a plus)

• Valid driver's license and availability for travel within the assigned territory

Performance Indicators

• Achievement of sales targets / quota attainment

• Customer satisfaction, retention, and loyalty

• Quality and quantity of customer insights collected

• Effectiveness of digital/omnichannel engagement

• Compliance with internal policies and regulatory standards

Alignment with Sanofi Values

• Stretch – Continuously improve customer engagement and results

• Take Action for Patients – Ensure every interaction benefits patient outcomes

• Act for Patients – Embrace innovation in customer interactions and sales strategies

• Work as One – Collaborate across functions for seamless customer experiences

Sanofi is an equal opportunity employer, committed to diversity and inclusion, and welcomes applications from all backgrounds.

Pursue progress, discover extraordinary

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!