Customer Engagement Manager

Ciudad de México
Permanente
Tiempo completo

Hace 23 días

Job title: Supply Chain Customer Engagement Manager (CPFR)

Grade: L3
Hiring Manager: Carmen Escamilla
Location: Mexico City, Mexico
Job type: Full time, Permanent

.About the jobOur Team:As Supply Chain Customer Engagement Manager you will be accountable for Supply Chain Customer Engagement strategy of all customers according to differentiated service model based on segmentation. Lead the Supply Chain Customer Engagement team and work in close collaboration & complementary to Trade. Act as the primary liaison with Trade and Order-to-Cash leadership to enhance service levels, optimize cost-to-serve, and ensure customer satisfaction, consistently delivering a positive experience and adding value at every interaction.Main responsibilities:

Leads SC Customer Engagement team:

Creates an inspiring team environment with an open communication culture
Sets clear targets for team members & oversees achievement of these through coaching, support & KPI measurement
Develops team members with tailored Individual Development Plans (IDPs)
Accountable for SC Customer Engagement strategy of all customers

Defines engagement strategy per customer segment according to differentiated service model
VIP Customers - Face-to-face collaboration with proactive focus on tactical joint-value creation & satisfaction
Priority Customers - Proactive customer care, driving demonstrated higher levels of service & satisfaction
Transactional Customers – Reactive customer care. Protection of value and compliance with trade terms. Minimize inefficiencies
Depending on local organizational structure, has specific SC Customer Engagement responsibility on the top-segment (VIP) customers
Collaboration with Global Customer Fulfilment CoE

Acts as local extension to Global Customer Fulfilment CoE, driving local execution of global strategy, providing coaching & support network to other SC Customer Engagement associates
Actively participants in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere
community, sharing local best practice & adopting best practice seen elsewhere
Actively contributes to global strategy development
Agree targets for value-creation & satisfaction
Accountable for key SC Customer Engagement activities of the team

Segmentation
Simplification
Collaboration
Customer Experience
O2C Transactional Experts collaboration

About you

Experience: Relevant experience in a leadership role in Customer Fulfilment within Supply Chain operations or in CPFR activities, preferably within the Biopharma industry
Soft skills:

Demonstrated ability to effectively engage external customers
Strong project management skills
Strong analytical skills
Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving
Strong willingness to drive change as well as good internal marketing and communication skills
Strong negotiation and communication skills
Demonstrated high standards of integrity, professionalism, and commitment
Ability to motivate and influence resources that do not report directly to incumbent
Strong team facilitation and relationship building skills
Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues
Technical skills:

Knowledge of upstream Biopharma processes
Strong understanding of downstream Biopharma processes and local trade environment
Understanding of Customer Experience principles
Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements
Excellent systems (SAP, CCM, MS Office) skills
Education: Bachelor’s degree
Languages: Proficient in English and Spanish

Pursue progress, discover extraordinaryBetter is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.Watch our and check out our Diversity Equity and Inclusion actions at !#LI-LATPursue progress, discover extraordinaryBetter is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.Watch our and check out our Diversity Equity and Inclusion actions at !

Sanofi

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