Customer Experience Manager – Multiple Sclerosis

Company: Sanofi –

WebSite: Riyadh, Saudi Arabia

Job Description:**Customer Experience Manager – Multiple Sclerosis**

Sanofi seeks a highly motivated and visionary leader to assume the role of Customer Experience Manager – Multiple Sclerosis. Reporting to the Franchise Head and based in the Central or Eastern Region, the incumbent will be responsible for shaping perceptions within the Multiple Sclerosis community by challenging conventional paradigms and fostering belief in the unique biology of disability progression independent of relapses. This role will also be pivotal in enabling healthcare professionals to identify appropriate patients through targeted education and engagement. Strategically positioned, this role aims to realize the ambition for Tolebrutinib and contribute significantly to the overall future success of Sanofi.

**Core Responsibilities:**

* Map and segment accounts, developing in-depth knowledge of each identified key account, including strategic goals, value drivers, relevant business metrics, and unique emerging needs.
* Understand key accounts’ critical stakeholders (e.g., MS Specialist, General Neurologist, MS Nurse and key decision makers), their roles, org structure and how they influence each other in the ecosystem to ensure account/departmental coordination.
* Develop strategic account plans, including prioritization, based on identified barriers to address and opportunities.
* Co-create solutions with accounts’ key decision-makers to remove operational barriers and support screening and monitoring initiatives.
* Leverage an omnichannel approach (e.g., F2F, digital channels, portals, etc.) to ensure a high-touch and personalized engagement with key accounts and other stakeholders.
* Collaborate with cross-functional field-based teams (e.g., Market Access) in leading discussions on product access and formulary inclusion, administrative flows definition, and more generally to proactively address accounts’ needs and ensuring effective pull-through.
* Engage with HCPs and broader set of stakeholders who play a critical role in the patient pathway to convey an effective narrative on disease progression and create general disease awareness pre-launch and treatment options post-launch, leveraging innovative value story techniques and tailoring engagement to stakeholders’ level of maturity.
* Inform customer segmentation and customer portrait / persona creation by sharing insights collected on the field.

**Qualifications:**

* Bachelor’s degree in pharmaceutical science required.
* Minimum of 3-5 years of sales experience in neurology (preferably Multiple Sclerosis).
* Experience in driving successful product launches, with a proven track record of achieving sales targets and building strong customer engagement from launch.

**Essential Skills:**

* Excellent interpersonal and communication skills, with the ability to effectively engage internal and external stakeholders, build and cultivate strong working relationships.
* Ability to work agile, demonstrate creativity, and be a strong team player.
* Self-driven, results-oriented with ambition for optimal results.
* A solution-oriented mindset enabling effective and creative problem solving with customers’ needs as a primary focus.
* Ability to dynamically adjust priorities due to changing circumstances.
* Agile learner who is comfortable operating in complex environments.
* Ability to influence, impact and guide peers.
* Ability to articulate and explain the strategy in a simple and clear way.
* Ability to build proper environment to enable Playing to Win culture to flourish.
* Role model for the agile way of working.
* Team player: Collaborative thinking while keeping the collective dynamics in mind, seeks for collective success rather than individual success.
* Growth mindset & learning agility: Open to develop him/herself (receive & give feedback).
* Demonstrated success across multiple field-based sales roles.
* Strong customer relationship management capabilities.
* In-depth knowledge of care pathway operations.
* Skilled in leveraging an omnichannel strategy to deliver tailored, high-impact engagements with external experts, aligned to their maturity and preferences.
* Strong commercial acumen with strategic and innovative thinking.
* Influential communicator with the ability to lead and inspire without direct authority.
* Proven expertise in disease education.
* Proficient in digital tools and analytics; able to transform data and feedback into actionable insights.
* Committed to full compliance with all relevant regulations.

Sanofi is an equal opportunity employer committed to providing a workplace free of discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Join Sanofi:**

Pursue Progress. Discover Extraordinary.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status or other characteristics protected by law.

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