Global Omnichannel Experience Partner

Sanofi Group; Cambridge (MA); On-site; USD 179,000 - 258,000; Full time

Job summary

Sanofi in Cambridge, MA is seeking a Global Customer Experience Business Partner to embed customer experience vision into brand and franchise strategies and drive omnichannel excellence across global and local teams.

You will be part of the Go-to-Market Capabilities (GTMC) organization, modernizing operations, and defining standards for customer engagement that scale across markets. This role emphasizes cross-functional leadership and innovative omnichannel execution.

Responsibilities

• Serve as a trusted strategic partner to global and local franchise teams — proactively identifying omnichannel challenges, proposing concrete solutions, and driving end-to-end ownership from strategy definition to on-the-ground implementation.
• Shape asset-tailored omnichannel strategies in close partnership with cross-functional teams, translating global vision into locally relevant, actionable plans that reflect market realities.
• Lead the translation of global customer experience strategy into GloCal engagement campaigns and fit-for-purpose content plans — bridging the gap between global ambition and local execution.
• Propose and embed innovative approaches — including generative AI and emerging capabilities — to strengthen omnichannel deployment and raise the bar on execution standards across markets.
• Drive change management efforts that accelerate adoption of best-in-class practices, ensuring franchises and markets are equipped and empowered to deliver with impact.
• Partner with franchises to build omnichannel capabilities and ways of working that scale — from global frameworks to local activation.
• Define and track key performance indicators to measure customer experience progress, and translate insights into strategic recommendations — in close partnership with the Insights & Analytics team.

Job description

Sanofi in Cambridge, MA is seeking a Global Customer Experience Business Partner to embed customer experience vision into brand and franchise strategies and drive omnichannel excellence across global and local teams.

You will be part of the Go-to-Market Capabilities (GTMC) organization, modernizing operations, and defining standards for customer engagement that scale across markets. This role emphasizes cross-functional leadership and innovative omnichannel execution.