Digital Commerce and Customer Experience Innovation Lead

Why join our team?

Our Digital Commerce & Customer Experience team is on an exciting mission: to build a best-in-class B2B digital commerce ecosystem for Sanofi China — powered by cutting-edge platforms, AI-driven automation, and data intelligence — that serves our distributors, pharmacies, and healthcare institution partners with speed, precision, and care. We believe that great digital experiences don't just support the business; they transform it.

This role sits at the intersection of digital transformation, supply chain fulfillment, and customer experience — offering a rich and stimulating mix of strategic thinking and hands-on delivery. From owning the B2B e-commerce platform as Business System Owner (BSO), to driving the rollout of new digital solutions and proactively identifying opportunities to apply emerging technologies, every day brings a new challenge and a new opportunity to make a real impact.

You will be part of Sanofi's broader digital transformation journey — including the implementation of iShift and next-generation e-commerce solutions — with the opportunity to shape the future of commercial operations in China and beyond. If you are passionate about digital innovation and want your work to directly improve how healthcare products reach patients, this is the role for you.

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Our function at a glance:

Our Digital Commerce & Customer Experience team drives the following key activities:

1. B2B E-commerce Platform Ownership & Operations (BSO)

2. Digital Solution Implementation & Rollout (iShift and new e-commerce platforms)

3. Supply Chain Customer Fulfillment Digitalization

4. Customer Engagement & Self-Service Innovation

5. Digital Roadmap Planning & Stakeholder Alignment

6. Platform Compliance, Risk & Quality Management

7. Cross-functional Collaboration (Commercial, Supply Chain, Digital, Customer Service)

These activities are critical for delivering seamless B2B customer experiences, improving order fulfillment efficiency, and driving Sanofi's digital transformation in China.

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Connect with us if you are…

• A digital commerce expert passionate about leveraging technology to transform B2B customer experiences and supply chain operations, and eager to bring that expertise to a purpose-driven healthcare company.

• A proactive innovator who identifies opportunities to apply digital solutions — AI, automation, analytics — to create measurable business value, and who has the drive to turn ideas into reality.

• A collaborative bridge-builder who thrives working across Commercial, Digital, Supply Chain, and Customer Service teams in a fast-paced, cross-functional environment, and who communicates with clarity and influence.

• A change agent eager to lead end-to-end digital solution rollouts, drive adoption across the organization, and continuously raise the bar for what digital can deliver for customers and the business.

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JOB PURPOSE:

The role of Digital Commerce & Customer Experience Innovation Lead:

• Own and manage the B2B E-commerce Platform as Business System Owner (BSO), ensuring the platform meets business objectives, compliance standards, and delivers exceptional customer value

• Lead the implementation and rollout of digital solutions including iShift and new e-commerce platforms, acting as the key business liaison between project teams and operational stakeholders

• Proactively identify and drive digital innovation opportunities to improve supply chain customer fulfillment efficiency and elevate B2B customer engagement

• Define and maintain a digital roadmap for customer-facing and supply chain-facing solutions aligned with Sanofi's commercial strategy

• Monitor platform KPIs, analyze performance gaps, and lead continuous improvement initiatives

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ORGANIZATIONAL CONTEXT:

Customer Service, Commercial Operations China — reporting to Associate Director, Customer Service

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KEY ACCOUNTABILITIES:

B2B E-commerce Platform Ownership (BSO)

• Serve as the primary business representative for the B2B E-commerce Platform, ensuring alignment between business objectives and technical implementation across order management, pricing, inventory, and payment processes

• Gather, prioritize, and document business requirements from Commercial, Supply Chain, and Customer Service stakeholders, translating them into clear functional specifications for the Digital/IT team

• Confirm Risk Profile Assessments and execute Personal Data Privacy Assessments in compliance with Sanofi's System Life Cycle (SLC) standards and regulatory requirements

• Lead User Acceptance Testing (UAT) preparation and execution; ensure end-users are properly trained before go-live

• Authorize platform releases and changes by reviewing control execution summaries, managing deviations, and ensuring full traceability between requirements, specifications, and testing artifacts

• Establish and maintain Business Continuity Plans at the business process level to ensure platform resilience

Digital Solution Implementation & Rollout

• Support the implementation of iShift and other enterprise digital transformation programs, acting as the key business liaison to ensure smooth adoption and minimal operational disruption

• Lead end-to-end rollout of new e-commerce solutions, including business readiness assessment, stakeholder alignment, user training, go-live support, and post-launch stabilization

• Coordinate cross-functional teams to resolve platform issues, defects, and bugs in a timely and effective manner

• Support audit and inspection activities related to digital platforms; manage deviations and CAPAs as required

Digital Innovation for Supply Chain Fulfillment & Customer Engagement

• Proactively identify opportunities to leverage digital solutions (AI, automation, data analytics, platform integrations) to enhance supply chain customer fulfillment processes, reduce order-to-delivery cycle time, and improve on-time delivery performance

• Drive digital innovation initiatives that elevate customer engagement across B2B touchpoints — including self-service portals, real-time order visibility, automated notifications, and personalized customer interactions

• Continuously assess the digital landscape and emerging technologies; propose and pilot new solutions that create measurable business value across commercial operations, customer service, and supply chain functions

Digital Roadmap & Stakeholder Management

• Develop and maintain a digital roadmap for customer-facing and supply chain-facing solutions, aligning with business priorities and Sanofi's broader digital transformation strategy

• Monitor platform performance through KPIs and analytics; identify optimization opportunities and report progress to senior management

• Manage internal and external stakeholders across Commercial, Supply Chain, Digital, Quality, and Customer Service functions

• Partner with Product Owners and Technical System Owners to align platform roadmap with evolving business needs

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JOB-HOLDER ENTRY REQUIREMENTS:

Language

• Excellent English written and verbal communication (essential)

• Mandarin Chinese (essential, given China-based role)

Functional Skills

• Proven experience in e-commerce platform management, B2B digital commerce, or business system ownership, preferably in pharmaceutical, healthcare, or FMCG industries

• Demonstrated experience in digital solution implementation or enterprise transformation programs (e.g., iShift, SAP S/4HANA migration, or equivalent)

• Strong understanding of B2B e-commerce processes: order management, pricing, inventory synchronization, payment processing, and customer portal functionality

• Experience in supply chain customer fulfillment operations and/or customer service is highly valued

• Solid knowledge of System Life Cycle practices and digital risk & compliance frameworks (GxP, SOX, data privacy) is advantageous

• Strong business acumen with the ability to connect digital capabilities to tangible business outcomes

Technical

• Hands-on experience with ERP systems, preferably SAP (SD module / S/4HANA) (essential)

• Familiarity with e-commerce platforms, CRM systems, and middleware/integration technologies (advantageous)

• Proficiency in Microsoft Office; strong Excel and data analytics skills (essential)

• Knowledge of AI, automation, and data analytics tools applied to commercial or supply chain operations (advantageous)

Interpersonal

• Ability to interact with internal and external stakeholders in a professional and collaborative manner (essential)

• Strong cross-functional team player with an end-to-end mindset (essential)

• Excellent communication and presentation skills (essential)

• Attentive to customer needs and feedback; customer-centric mindset (essential)

• Creative thinker, highly driven and self-motivated

Leadership

• Ability to work autonomously, take ownership, and drive initiatives from concept to delivery (essential)

• Strong organizational and prioritization skills in a fast-paced, multi-project environment (essential)

• Action-oriented, delivery-driven change agent (essential)

• Ability to influence without authority and align diverse stakeholders around a shared vision (advantageous)

• Proactive in identifying problems and proposing innovative solutions (advantageous)

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When joining our team, you will experience:

• An international and dynamic work environment at the forefront of Sanofi's digital transformation in China

• The opportunity to lead high-impact programs including iShift and next-generation e-commerce solutions that shape the future of commercial operations

• An attractive, market-oriented compensation package

• Flexible working arrangements supporting work-life balance

• A clear and supported career development path within Sanofi's global organization

• Access to Sanofi's global digital and commercial expertise, with opportunities for cross-functional and international collaboration

• A culture of innovation, continuous improvement, and purpose-driven work — contributing directly to improving patients' lives

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Pursue progress, discover extraordinary

Better 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, disability, or gender identity.