Customer Service/Contact Management Project Leader Europe - SCCore Program
hace 2 días


Sanofi strategic direction is currently to harmonize and standardize practices and simplify the organization to foster a new One Sanofi way .

This represents a strategic opportunity for a Global SC & IA Transformation through the SCCore Program to :

  • Design standardized E2E processes to generate business value for the Group and deliver best in class collaborative solutions to our Customers
  • Deliver innovative state of the art tools enabling Supply Chain as a Global Function
  • Secure SC functionalities in SHIFT program and ensure consistency of business and IT architecture
  • The SCCore Program covers Business end-state and IS solutions for the Supply Chain & Industrial area, and is articulated with SHIFT Program .

    This program is structured around key transverse topics and 5 main streams :

  • Transverse : Business & IT Architecture, Roadmap design and value case, PMO, Change Management and Master Data Management
  • 5 main streams : SC Planning, Distribution (transport & warehousing), Customer service, Manufacturing and Analytics / BI

    In this context the main duties of the Customer Service / Contact Management Project Leader Europe are :

    Manage the deployment organization along the implementation timeline

  • Manage a team of Business Customer Service / Contact Management functional experts and partners
  • Anticipate the ramping-up and down of deploy resources along the implementation timeline
  • Escalate to Regional Business Deploy Lead any need or issue related to the deployment organization
  • Secure roll-out resources are trained and have the appropriate SCCore knowledge along the roadmap
  • Work in collaboration with his / her ITS counterpart to secure all positions are fulfilled (business, ITS & partners)
  • Ensure the implementation in due time, within budget and according to overall program guidelines and roll-out methodology

  • Manage roll-out projects in term of costs, time and resources
  • Manage and follow up roll-out budget and report regularly / escalate to Regional Deploy Business Lead
  • Identify roll-out risks and propose Mitigation plan
  • Escalate relevant issues and risks in due time
  • Guarantee the roll-out methodology and deployment kit is applied for the stream and region
  • Manage all Business activities in order to localize and deliver processes and solution that meets defined user requirements

  • Set up roll-out project during preparation phase : define project plan, mobilize resources, engage with local resources, kick off the roll-out project
  • In collaboration with the Key Users : Define the needs for localization with the objective to stick as much as possible to the core modelArbitrate when necessaryEnsure agreed localization requirements are fulfilled
  • Engage site & country resources as necessary
  • Communicate on site and in the country around the project
  • Manage the local activities : Users Acceptance TestingData collectionTraining execution
  • Make sure that the needed documentation (SOPs) are updated and available before Go Live
  • Secure the business ambition of the SCCore program, the value case and the business buy-in from operational teams

  • Engage with Business Stakeholders to ensure early buy-in according to implementation approach
  • Manage the human and organizational impacts
  • Collaborate with the Central Change Management team and the Regional Business Deploy Lead to organize the change management actions
  • Ensure the value is realized along the implementation
  • Secure the SCCore Customer Service / Contact Management core model and control needs for localization

  • Work in collaboration with the Customer Service IPL Europe to ensure the core model is agreed to and the localization are kept to a minimum
  • Challenge any localization requirement with the support of the Core Design Customer Service / Contact Management Stream
  • Educational Background

  • Higher education (master’s degree) with an orientation in business related fields
  • Professional Experience

  • Strong experience in managing programs and transformation initiatives
  • Demonstrate a strong overall understanding of Customer Service in the Pharmaceutical industry, with at least 10 years of experience (including 5 years of Customer Service experience)
  • Major Skills and Competencies

  • Leadership and management skills
  • Ability to structure, organize, and anticipate
  • Coordination skills and strong synthetic skills
  • Ability to create change management momentum, motivate / convince people
  • Accountability, reliability and ability to work in transparency
  • Leadership and ability to challenge, open minded and active listening.
  • Ability to perform independently and in a collaborative environment.
  • Communication and interaction skills, including tact and diplomacy to exchange and escalade information throughout organization.
  • Ability to perform independently while being a good team player and in a collaborative environment
  • Fluent in English, French / Spanish is a plus
  • Sanofi is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health.

    We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-

    term chronic conditions.

    With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe.

    Sanofi, Empowering Life

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