MCO Omnichannel Operations Manager at Sanofi

Key dimensions - Scope & Scale:

As a member of Africa Omnichannel Operations organization, Africa Omnichannel Operations Manager will be accountable to:

• Drive execution of omnichannel transformation and capability building strategy in his/her market
• Secure standardization of approaches, methodologies, solutions and tools across the BUs.
• Lead transformation in the ways of working locally.
• Take agile decisions, ensuring customer centric approach and external perspective and taking the necessary thoughtful risks to balance the maximum satisfaction of our customers with the value added to Sanofi.
• Have One Sanofi approach, boosting the use of global tools and solutions, eliminating any fragmentation of our ecosystem, fostering the delivery of global and standard solutions, avoiding exceptions, but making sure that the specific and relevant needs of all GBUs are attended.
• Work closely with BU’s, Digital, Procurement and the other GTMC pillars’ local leaders, aligning priorities and acting always under One Sanofi spirit to deliver best-in-class and best-in-cost support to our businesses.

Main responsibilities:

• Oversee the holistic local “orchestration”, maintaining a view of customers experience cross-GBU (digital and non-digital channels) to ensure a best-in-class customer experience.
• Leading local deployment of Omnichannel transformation programs (Turing, GenAI, new platforms deployment, etc.) ​
• Driving cross-BU change management for adoption of innovative / best-in-class practices and capabilities to maximize business impact and efficiency. Ensure effective communication, training, and adoption of changes across the organization in collaboration with Omnichannel BU Managers.
• Assessment of skillset requirements and deployment of training modules & contents to local teams
• Communicate go-to-market strategies, results, and key insights to leadership and cross-functional teams, fostering alignment and understanding, and enhancing data-driven actions.
• Ensure local awareness and alignment with global tools, standards and processes related to omnichannel execution.

Ways of working

• You will be a member of Africa Omnichannel Operations Team.
• You will role model Play-To-Win principles and behaviors, delivering high performance in the “what’s” and “how’s”.
• You will foster partnerships and close collaboration between local cross-functional teams (i.e. Marketing, Medical, Digital and Procurement) and with the other pillars of GTMC and drive structured ways of working among teams to deliver best-in-class omnichannel experiences for our customers.
• You will operate in a lean but effective agile manner.
• You will continuously work with GBU’s to deliver the value and insights expected from the Omnichannel Operations GTMC pillar as true partner in enabling business growth, establishing one single voice locally, prioritizing the needs of all businesses and the point of view of cross-functional teams.

About you

Work Experience:

• 5+ years leading Omnichannel, Customer Engagement or Digital Marketing operations, with a focus on transformational projects management within the pharma industry.
• Strong execution skills with proven delivery of outstanding results.
• Project Management: experience leading transversal projects involving cross functional teams
• High persistence and resilience.

Knowledge:

• Omnichannel management experience and expertise, with existing omnichannel projects proficiency (e.g Turing, GenAI).
• Strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills, proven impactful communication, presentation, persuasion, skills ability to work cross-functionally.