CONTEXT & PROGRAM SUMMARY
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
MAIN DUTIES AND RESPONSIBILITIES
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
Higher education (master’s degree) with an orientation in business related fields
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