Customer Experience Specialist📣 Job Ad

About the Role

Sanofi is seeking a Customer Experience Specialist to join its General Medicines team. This full-time position is based in Riyadh and Jeddah, Saudi Arabia, and requires 5-10 years of experience. The role is instrumental in driving customer satisfaction and sales performance while ensuring compliance and identifying strategies to enhance the customer journey. The specialist will contribute to transforming healthcare delivery for chronic and specialty conditions, focusing on outcomes in diabetes, transplant, and immunology.

Sanofi is an R&D-driven, AI-powered biopharma company focused on improving lives and delivering growth through its understanding of the immune system and an innovative pipeline of medicines and vaccines.

Key Responsibilities

• Execute the Customer Journey & Experience strategy within the assigned area, aligning with business unit objectives to deliver exceptional customer experiences.
• Serve as the primary point of contact for product information and brand messaging, engaging healthcare professionals through physical and virtual meetings across multiple channels.
• Build dynamic customer profiles and segmentation based on digital habits and preferences, coordinating with Customer Support Leaders to develop tailored engagement plans for key prescribers.
• Orchestrate hybrid and omnichannel campaigns, leveraging digital tools to improve customer engagement and achieve sales targets.
• Implement and monitor individual customer journeys in collaboration with cross-functional teams, Centers of Excellence, and headquarters to drive continuous improvement.
• Maintain territory coverage plans and keep customer information systems up to date in compliance with Sanofi procedures.
• Support knowledge transfer to new team members on product knowledge, medical information, and territory management.

Qualifications and Requirements

• Bachelor's degree in Pharmacy is required.
• Proven track record in customer-facing roles within pharmaceutical or healthcare settings, demonstrating ability to drive sales performance and customer satisfaction.
• Experience in customer journey and experience strategy implementation.
• Experience in managing product information and brand messaging.
• Experience in building customer profiles and segmentation.
• Experience in developing engagement plans.
• Experience in orchestrating omnichannel campaigns.
• Experience in leveraging digital tools for customer engagement.
• Experience in achieving sales targets.
• Experience in implementing and monitoring customer journeys.
• Experience in maintaining territory coverage plans and customer information systems.
• Experience in supporting knowledge transfer to new team members.

Required Skills

• Exceptional influencing and communication skills.
• Strong collaborative team player with an agile mindset.
• Ability to work effectively across teams without direct reporting lines.
• Strong digital and analytical capabilities.
• Ability to translate data insights into actionable strategies.
• Proficiency with CRM systems and digital engagement platforms.
• Demonstrated agile ways of working with a proactive attitude.
• Focus on team success over individual achievement.
• Openness to giving and receiving feedback.
• Strong learning agility and growth orientation.

Work Environment and Location

This is a full-time position located in Riyadh and Jeddah, Saudi Arabia. Sanofi is committed to shaping the future of care for chronic and complex conditions, driving meaningful impact at a global scale. The company offers a digital- and AI-powered business environment that rethinks how work is done. This role provides opportunities for career development across functions and regions within a collaborative culture that fosters diversity, equity, and inclusion.