Head of AI Driven Digital Customer Engagement Management Platform

Sanofi Group; New Jersey; Hybrid; USD 180,000 - 280,000; Full time

Job summary

Sanofi Group is seeking a senior leader to scale Concierge for Field, making it the single conversational entry point for field reps, MSLs, KAMs, and market access. You will own the product roadmap, prioritize capabilities with business impact, and coordinate with US markets to drive governance, accessibility, and value across teams.

The role requires deep CRM knowledge (Veeva/Salesforce) and experience with AI orchestration and headless architectures.

Qualifications

• 10+ years of digital/tech experience with 5+ years in senior program or product leadership roles.

Responsibilities

• Lead scaling of Concierge for Field as the primary entry point for customer-facing teams.
• Own product roadmap and backlog prioritization based on business impact and accessibility.
• Coordinate with US and key markets to drive governance and alignment across analytics, data and AI initiatives.
• Ensure headless CRM architecture and AI governance across the system lifecycle.
• Drive cross-functional collaboration with GTMC, Market teams, Compliance and Cybersecurity.

Skills

Program leadership

CRM platforms

AI orchestration

Headless CRM

Omnichannel orchestration

Data foundations

Tools

Veeva Vault CRM

Salesforce Life Sciences Cloud

Job description

* Lead the scaling of Concierge for Field as the single conversational entry point for all customer-facing teams (field reps, MSLs, KAMs, market access, etc.), replacing direct CRM login with an AI-native, voice/chat-first interface in line with the overall Concierge one front strategy across the enterprise.* Own the Concierge for Field product roadmap and skills backlog, prioritizing capabilities based on business impact and accessibility (time to value) in intimate coordination with the US and key markets: e.g. Pre-Call Planning, Call Reporting, Objection Handling, Territory Analytics, Morning Brief, Reimbursement & Access Guidance, and all the upcoming specific capabilities that are being identified.* Scale Concierge for Field from current beta version to full production first across the US and then across all global field users, including a federated China deployment via WeCom/Tencent ADP.* Govern the skill prioritization framework (Impact x Accessibility matrix) in collaboration with Business Owners and GTMC counterparts.* Actively connect with the respective commercial analytics teams to ensure that roadmaps are coordinated and address interdependencies, as wells a clear governance is maintained in coordination of agents with the Agent hub as well as other AI analytical or agent uses cases in commercial analytics and AI PL, as well as the central data COE, concierge team.* Ensure the \"headless CRM\" architecture is fully implemented: Concierge as the front-end, CEMP as the invisible compliant backend system of record* Ensure appropriate management of AI-related risks throughout the CEMP and Concierge for Field system lifecycle by ensuring ongoing compliance to Sanofi's Responsible AI internal standards & legal requirements (RAISE)* Ensure the execution of AI Governance tasks and compliance with controls throughout the AI system lifecycle, including (non-exhaustive): Validation and post-deployment monitoring, meeting all applicable quality, regulatory (Data Privacy, GxP, SOX, Artificial Intelligence), and cybersecurity requirements. Maintaining adherence to these standards across all AI products deployed within the CEMP ecosystem* You will be a member of the Global Digital GBU Leadership Team.* You will foster close partnerships and collaboration between cross-functional teams (GBUs, Digital, GTMC, Market teams, Procurement, Finance, Compliance, Cybersecurity) and drive structured ways of working between teams to provide maximum value and efficiency to business teams.* You will work closely and constructively with other development teams, e.g., Accelerator, Cybersecurity, Architecture, Data, and Web teams, whether inside or outside the company.* You will work in close partnership with key markets with an US first - to ensure digital solutions are grounded in market realities and deliver measurable impact.* You will empower your teams to set up lean but effective structures and efficient local governance.* You will build and develop a team that is accountable, uses complementary strengths and develop dedicated, strong, and diverse leaders and that can be a role model both technical skills as well as through its forward looking mindset.* 10+ years of digital/technology experience with 5+ years in senior program or product leadership roles required* Deep knowledge of CRM platforms (Veeva or Salesforce) and pharma commercial technology stack preferred* Experience with AI orchestration platforms (Elementum, AWS Bedrock, Snowflake, Agentforce, or equivalent) preferred* Strong understanding of data foundations, middleware, and API/MCP integration architectures preferred* Experience with headless CRM and conversational AI deployment preferred* Familiarity with omnichannel orchestration, NBA/NBI engines, and personalization at scale preferred* Financial governance of large investment programs (business case, TCO, milestone tracking) preferred* Experience with AI-driven personalization platforms and omnichannel orchestration tools preferred* Experience with analytics tools and drawing actionable insights from data preferred* Knowledge of GxP, Data Privacy, SOX, and cybersecurity requirements in pharma digital systems preferred* Experience with agile delivery at scale and GSI (Global System Integrator) management preferredExperience (preferred):* Experience managing multi-year, multi-hundred-million-euro digital transformation programs.* CRM platform expertise: Veeva Vault CRM and/or Salesforce Life Sciences Cloud.* AI product development and agentic workflow deployment at enterprise scale.* Change management for large field force transformations (10,000+ users).* Experience running UX initiatives and/or leading AI, personalization, or Big Data initiatives at scale* Experience in pharmaceutical commercial operations (e.g. field force, medical affairs, market access).* Knowledge of Sanofi's GBU ecosystem and Go-to-Market model is a strong plus.Soft skills:* Exceptional program leadership and executive stakeholder management.* Ability to operate at both strategic and operational levels simultaneously.* Strong influencing and alignment skills across complex, matrixed organizations.* Resilience and decisiveness in high-stakes, high-complexity environments.* Customer-obsessed mindset with a bias for simplification and user experience.* Multicultural and transversal collaboration across global teams.* Thoughtful risk-taking and structured problem-solving.* Deep experience in applying LEAN and Agile Practices* Inclusive and diverse leadership style.* 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.* Make your work count by supporting a company that brings life-changing treatments to millions - and is committed to doing right by patients, communities, and the planet* Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably.* Support teams across science, medicine, and operations by building better systems, shaping bold strategies, and enabling innovation at speed.We are an R&D driven, AI-powered biopharma company committed to improving people's lives and creating compelling growth. Our team is guided by one purpose: we chase the miracles of science to improve people's lives.We want to build a healthier, more resilient world, and turn the impossible into the possible by discovering, developing, and delivering medicines and vaccines for millions of people around the world.or via our movieStart a career that makes a difference.Reinvention is in our DNA. It's what drove our evolution from a small French enterprise to one of the world's leading biopharma companies. Whether it's using AI to shorten drug-discovery times or building trust in healthcare, you could be helping our teams make life better for patients, partners, and communities.This is where you grow your career. We open the door for you to explore new opportunities, push your limits, and connect with people who are driven by a shared purpose: we chase the miracles of science to improve people's lives.