Head of AI-Driven Digital Customer Engagement Platform

Sanofi; Cambridge (MA); On-site; USD 180,000 - 240,000; Full time

Job summary

Sanofi seeks a Head of AI-Driven Digital Customer Engagement Management Platform to lead the comprehensive Orion program, migrating from OneCRM to a new AI-enabled CEMP. You will drive the end-to-end implementation, including Concierge for Field and global rollout across markets, with a strong emphasis on data, AI governance, and cross-functional leadership.

You will collaborate with GBUs, Markets, GTMC, and procurement to ensure scalable, compliant solutions while delivering AI-driven,

Qualifications

• 10+ years of digital/technology experience with 5+ years in senior program or product leadership
• Deep knowledge of CRM platforms (Veeva or Salesforce) and pharma commercial tech
• Experience with AI orchestration platforms and omnichannel solutions
• Strong data foundations, middleware, and API/MCP integration knowledge
• Experience with headless CRM and conversational AI deployment
• Leadership across large-scale digital platform implementations

Responsibilities

• Lead end-to-end Orion implementation and global rollout to 13,000 users
• Own program lifecycle: vendor negotiations, config, data migration, rollout
• Oversee Concierge for Field roadmap and AI-driven field interfaces
• Ensure AI governance, data privacy, and responsible AI compliance
• Coordinate cross-functional teams across markets and GBUs
• Partner with GTMC and Digital leadership for change management

Skills

Digital leadership

CRM platforms

AI orchestration

Program governance

Stakeholder mgmt

Education

Bachelor's degree

Tools

Veeva Vault CRM

Salesforce Life Sciences

Elementum AI

AWS Bedrock

Job description

Sanofi seeks a Head of AI-Driven Digital Customer Engagement Management Platform to lead the comprehensive Orion program, migrating from OneCRM to a new AI-enabled CEMP. You will drive the end-to-end implementation, including Concierge for Field and global rollout across markets, with a strong emphasis on data, AI governance, and cross-functional leadership.

You will collaborate with GBUs, Markets, GTMC, and procurement to ensure scalable, compliant solutions while delivering AI-driven,