Head of AI-Driven Digital Customer Engagement Platform

Sanofi; Northern (KY); Hybrid; USD 248,000 - 358,000; Full time

Job summary

Sanofi is seeking a Head of AI-Driven Digital Customer Engagement Platform to lead the end-to-end migration from OneCRM to a next-gen CEMP, spanning 13,000 users across 45 countries. The role focuses on AI-native engagement, governance, and a scalable, voice/chat-first Concierge for Field interface.

You will own the platform roadmap, collaborate with GBUs and markets, and drive data, AI, and privacy controls to enable an AI-augmented customer experience at scale.

Qualifications

• Experience leading large-scale digital/CRM transformations.
• Strong program and product leadership in pharma or enterprise platforms.
• Knowledge of AI orchestration platforms and modern data foundations.
• Experience with headless CRM and AI-enabled customer engagement.

Responsibilities

• Lead end-to-end implementation of Project Orion and the new CEMP across multiple markets.
• Oversee vendor negotiations, data migration, and global rollout.
• Govern platform architecture, AI layer, and data foundations.
• Ensure AI governance, risk management, and regulatory compliance.

Skills

CRM platforms knowledge

AI orchestration

Program leadership

Stakeholder management

Change management

Tools

Elementum AI

AWS Bedrock

Snowflake

Tencent ADP

Job description

Sanofi is seeking a Head of AI-Driven Digital Customer Engagement Platform to lead the end-to-end migration from OneCRM to a next-gen CEMP, spanning 13,000 users across 45 countries. The role focuses on AI-native engagement, governance, and a scalable, voice/chat-first Concierge for Field interface.

You will own the platform roadmap, collaborate with GBUs and markets, and drive data, AI, and privacy controls to enable an AI-augmented customer experience at scale.