Customer Experience & Complaints Specialist

Pivot Services; Johannesburg; On-site; ZAR 400,000 - 800,000; Full time

Job summary

Sanofi Genzyme is seeking a Customer Experience Partner in Immunology for the Midrand region. This fixed-term contract role focuses on driving sales activity, disease awareness, and building strong relationships with clinicians and stakeholders.

The position requires a science background and experience in pharmaceutical sales, with emphasis on immunology. You will work with cross-functional teams to support portfolio objectives and ensure timely data sharing with the medical community.

Qualifications

• 3+ years as pharmaceutical sales representative
• Immunology experience advantageous
• Science degree preferred (advantageous)

Responsibilities

• Achieve sales KPI targets and implement sales strategy.
• Develop disease awareness and product differentiation within the territory.
• Plan territory activities and allocate resources for optimal impact.
• Collaborate with cross-functional teams to share latest data with clinicians.
• Submit weekly call plans and monthly activity reports.
• Maintain accurate customer and administrative records.

Skills

Sales experience

Pharmaceutical sales

Immunology knowledge

Education

University degree (science advantageous)

Job description

Customer Experience Partner - Immunology, WC, EC, KZN (Fixed Term Contract)

Midrand

Full time

R

About Sanofi

We're an R&D-driven, AI-powered biopharma company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system - and innovative pipeline - enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people's lives.

About the job

Key Accountabilities

• Sales KPI Achievement
• Effectively implement sales strategy and tactics in accordance with company policies, to achieve set targets
• Develop further patient potential throughout territory through creating disease awareness, product knowledge and product differentiation
• Initiate appropriate plan of action (POA) to ensure performance is in line with sales objectives and SKFPIs
• Territory Business Planning
• Conduct analysis of market/ competitors to identify territory business opportunities and threats
• Develop Territory Business Plan and allocate resources (e.g., call activities, budget), for optimal sales impact
• Monitor territory business plan to ensure resources are directed to customer of greatest potential
• Participate in promotional activity programmes to increase disease and product awareness in the market
• Customer Focus and Service
• Update territory customer segmentation classification and database continuously
• Explore and expand new customer base in line with Rare Disease portfolio objectives in both the private and public sectors
• Build trust and credibility with customers by demonstrating professionalism
• Develop and build advocacy for Sanofi Genzyme in the Rare Disease community
• Build effective, long-term relationships with key stakeholders and opinion leaders
• Peer to peer engagement with customers by delivering key promotional messages within approved promotional material
• Arrange CPD/CME meetings for scientific exchange with the target audience
• Participate in regional and national congresses to support and advance portfolio objectives
• Work with Medical to identify and develop HRT centres for portfolio products, where required.
• Reporting/ Administration & Collaboration
• Submit weekly call planner using company tools and report completed calls according to company SOP.
• Submit monthly reports on in field activities as well as plans for upcoming month.
• Ensure punctual delivery of reports
• Set up and maintain accurate customer and administrative records
• Work closely with cross functional team to supplement in-field activities and ensure that latest data is shared with clinicians in a timely and compliant manner
• Identify and report Pharmacovigilance (PV) data and Product Technical Complaints (PTC) in accordance with company procedures, timelines, applicable training, and regulatory requirements.

About you

Education

• University degree - science degree would be an advantage

Experience

• >3yrs as a Sales Representative within the Pharmaceutical environment. Exposure in Immunology would be advantageous
• Experience in the