Vaccines Customer Experience Lead

Sanofi; Petaling Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

Sanofi Malaysia is seeking a Customer Engagement Manager for Vaccines to lead country-level engagement, shaping GTM strategy and driving customer satisfaction.

You will develop omnichannel plans, coordinate with MCO Brand Leads and sales teams, and apply agile methods and AI insights to optimize the customer journey across HCPs. A strong background in pharmaceutical engagement and cross-functional leadership is essential.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, or related field.
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• Sanofi
• Malaysia, Selangor, Petaling Jaya
• <h3>Job title: Customer Engagement Manager, Vaccines MYSG (Product/Brand Manager)</h3><ul><li>Hiring Manager: Head of Operations, Malaysia &amp; Singapore</li><li>Location: Malaysia</li><li>Job type: Permanent</li><li>Individual/ Team Manager: Individual</li></ul><h3>About The Job</h3><h3>Main responsibilities:</h3><p>The Customer Engagement Manager is designed to focus exclusively on customer engagement at the country level. This role assumes paramount importance in leading our go-to-market strategy and execution, directly engaging with customers, understanding their needs and preferences, and formulating and driving engagement plan that enhance customer satisfaction and loyalty.</p><ul><li>Develop deep understanding of customer engagement journey and develop omnichannel engagement blueprint.</li><li>Lead the customer engagement with a plan of actions that prioritizes direct, meaningful interactions, leveraging insights and aligns with overall business objectives to drive engagement a
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Responsibilities

• Develop omnichannel engagement blueprint
• Lead customer engagement with action plans aligning with business objectives
• Create channel-specific call plans with frequency, messaging, and objectives
• Review omnichannel KPIs and propose improvements
• Engage across platforms to ensure consistent, personalized communications
• Collaborate with MCO Brand Lead to feed global strategy with insights
• Coordinate with salesforce/KAMs to optimize customer journey
• Support Go-to-Market exercises
• Apply Agile methods and innovation mindset

Skills

Customer engagement

Omnichannel strategy

Agile methodologies

AI/data analytics

Cross-functional leadership

Communication

Education

Bachelor’s degree in Marketing, Business Administration or related field

Tools

AI applications

Digital engagement tools

Job description

Sanofi Malaysia is seeking a Customer Engagement Manager for Vaccines to lead country-level engagement, shaping GTM strategy and driving customer satisfaction.

You will develop omnichannel plans, coordinate with MCO Brand Leads and sales teams, and apply agile methods and AI insights to optimize the customer journey across HCPs. A strong background in pharmaceutical engagement and cross-functional leadership is essential.