Director, Customer Centricity- Vaccines

Director, Customer Centricity- Vaccines

Our organization in North America is growing fast, and we're always looking for talented professionals to join our Commercial Operations team.

Our Commercial Operations team aims for excellence. We offer a diverse and dynamic environment that's growing at a pace. Over the next two years, we aim to increase our US business by $1 billion.

The Customer Experience team at Sanofi Vaccines plays a vital role in ensuring customer satisfaction and smooth operations. The organization is committed to significantly modernizing our processes and providing seamless service to our customers. After a SAP / ERP implementation, the time is now right to improve our customer experience.

The Customer Experience team's mission is to deliver excellent support and solutions while delighting our customers. The Director, Customer Centricity, will be responsible for championing our internal customer efforts. This role will own the vision, strategy, technology, and execution for the customer experience. You'll apply Lean and Six Sigma principles to design processes, remove friction, and drive measurable growth, all while ensuring our technology stack supports scalability and efficiency.

From day one, you'll be the leading customer advocate, identifying and improving Moments that Matter, setting up Listening Posts to gather real-time insights, and aligning the customer experience with retention, revenue growth, and long-term success. If you excel at turning ambiguity into structure and know how to leverage technology to enhance customer outcomes this role is ideal for you.

This role will be a crucial part of a transformation and modernization journey as the business unit and company undergo significant changes. We provide opportunities for learning, growth, career advancement, and a diverse, fulfilling career in the US or worldwide.

We are an innovative global healthcare company that helps the world stay ahead of infectious diseases by delivering over 500 million vaccine doses annually. Across various countries, our talented teams are exploring new technologies to protect people and foster healthy communities. We pursue the miracles of science every day, aiming to make a real impact on millions of patients worldwide.

Main Responsibilities :

• Develop a customer experience roadmap tied directly to revenue, retention, and growth goals.
• Implement and optimize CX technologies, including CRM, VoC platforms, analytics dashboards, and customer communication tools.
• Combine customer data from various sources to get a complete picture of the customer journey.
• Apply Lean and Six Sigma to design efficient, scalable processes and technology.
• Identify key moments in the customer journey affecting loyalty and spending. Refine these interactions to boost business outcomes, using Lean improvements and automation where suitable.
• Implement feedback channels like surveys, social listening, and communities. Use Listening Posts and technology for real-time insights. Create a "You Said, We Did" process for closure. Apply Six Sigma to identify causes and prioritize improvements.
• Partner with Sales to link CX improvements to renewal, upsell, and advocacy programs.
• Use analytics tools to measure and report the financial impact of CX initiatives.
• Automate and improve NPS, CSAT, CES, and retention metrics to inform decision-making.
• Boost customer retention and lifetime value to drive growth.
• Help drive digital transformation initiatives to enhance customer interactions.
• Deliver measurable cost savings or revenue gains through Lean / Six Sigma and technology improvements, reduce defects and friction points in key customer moments.
• Create a tech-enabled Listening Post that offers actionable, impactful insights.

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