Head, Patient Support Services, Canada

Reference No.R2809535 

About the Job

At Sanofi, we are driven by one purpose: we chase the miracles of science to improve people’s lives.  Our company has undergone an incredible transformation to modernize and put science at the center of everything we do. By operating as ‘One Sanofi,’ we continue to take decisive action with speed and to focus on consistent execution. Today, we are at an inflection point in our transformation. We are an R&D-driven, AI-powered  biopharma company committed to improving people’s lives and delivering compelling growth. Our ambition is fueled by a culture of high performance and belonging, underpinned by four core values: Aim Higher, Act for Patients, Be Bold, and Lead Together.

Sanofi Canada includes three commercial business units dedicated to Specialty Care, Vaccines, and General Medicines with our teams situated in our state-of-the-art Vaccines manufacturing campus in northern Toronto. Together we employ approximately 2,000 people.

Sanofi's Specialty Care business unit focuses on rare diseases, rare blood disorders, neurology, immunology, and oncology. Sanofi's ambition is to leverage science and innovation to improve people's lives and be the industry leader in immunology and oncology. Its approach is shaped by a long history of developing highly specialized treatments and forging close relationships with physician and patient communities.

As Sanofi’s largest Global Business Unit, representing half of the company's revenue, General Medicines provides a comprehensive portfolio of solutions for cardio-metabolic-renal conditions, including diabetes, cardiovascular diseases, and transplant care. Our portfolio features some of the most trusted medicines globally, forming the foundation of today's treatment standards. By 2030, we aim to reverse the course of chronic diseases. By combining the strength of our established medicines with the power of digital innovation and technology, we strive to transform health outcomes for millions and set new benchmarks for care.

Position Overview

The Head, Patient Support Services (PSS) Canada is accountable for the ensuring the continued progress of Specialty Care PSS and the integration of General Medicines PSS into one cohesive program. This individual is responsible for developing the Long-Term PSS Plan to become a best-in-class PSS, ensuring scale-up planning and PSS launch excellence for Sanofi’s Specialty Care pipeline.

This individual is also responsible for PSS programs which includes the Dupixent PSP, a top 10 product in Canada, ensuring prescribed patients receive and maintain their treatment.

Our pipeline has multiple planned launches in the next 5 years, requiring us to continually evolve the PSS function, to meet the needs of our providers and patients.

The successful candidate will be required to bring innovation to Sanofi PSPs as measured through KPI assessments; The individual will also be responsible to integrate the two teams and create maximum impact.

This influential leader reports directly to the General Manager and is a member of the Sanofi Specialty Care leadership team.

The successful candidate must have proven professional experience in pharma commercial roles (Marketing/Sales) and in PSP/Vendor management. An understanding of PSP CRM requirements is a strong asset.

Key Responsibilities

Strategic Leadership

• Develop and implement Sanofi Strategic Short- and Long-Term PSS Plan

• Lead the development of best-in-class PSS strategies in a complex environment

• Drive innovation and operational excellence across patient support programs

• Ensure scale-up planning and PSS launch excellence for Sanofi’s Specialty pipeline

• Partner with global and local stakeholders to represent Canada's needs within the global PSS framework

• Understand the changing market dynamics that present opportunities or challenges and provide recommendations across all therapeutic areas

Operational & Financial Management

• Foster and develop the team, manage department budget and resources

• Optimize PSS department costs while maintaining program quality

• Lead vendor management and contract negotiations

• Ensure operational excellence and compliance across all programs

• Drive continuous process improvement and efficiency initiatives

• Work closely with Finance partner to adhere to financial and business goals as well as overall financial management of the PSS department

• Support PSS Leads to negotiate new contracts and renewals that regulate and enforce high performance standards among our vendor partners, and supervise the vendor RFP review and selection

Leadership & Team Management

• Lead and develop a high-performing team

• Create an inclusive and diverse culture promoting talent development

• Provide strategic guidance and mentorship to team members

• Ensure cross-therapeutic area PSP best practice sharing

• Represent PSS Function on the Canadian Specialty Care Leadership Team

• Develop a strong, cohesive team and ensure talent management for each member of the team

• Construct an environment of learning and development to build centralized PSS capabilities, establish best practices, and evolve the talent for the future

• Work across North America PSS as needed

Cross-functional Collaboration

• Partner with local and global stakeholders across commercial, medical, and centralized functions

• Work closely with Legal, Compliance, Medical, and PV teams to ensure that all Sanofi patient programs maintain the highest level of ethics and compliance

• Collaborate with Finance partners on business goals and financial management

• Represent Canada in global PSS initiatives and at key Global stakeholder meetings

• Work collaboratively with franchise and cross-functional stakeholders (locally and globally) to develop programs and processes that will maximize efficiency and effectiveness of the PSS

Innovation & Technology

• Champion technology adoption for program efficiencies

• Oversee CRM upgrades and cloud-based analytics solutions

• Drive digital transformation initiatives within PSS programs

• Identify and implement innovative solutions for patient support

• Be a technology advocate as it relates to creating program efficiencies and implementing these enhancements through the PSP partner

Quality & Compliance

• Ensure sharing of best practices, audit readiness, SOP compliance, and cost effectiveness implementation across franchises/products

• Ensure all training requirements of the program such as PV/AE, product and program are met as required by our PSP SOP for programs

• Assess PSS analytics to identify opportunities to modify processes that improve the PSS experience throughout the customer journey

• Accountable for partnering on the identification and implementation of strong patient program metrics or key performance indicators

Authority Level & Decision Making

• Financial authority up to grade 4 DOA limit (€50K)

• Strategic decision-making authority for PSS programs

• Team leadership and resource allocation authority

• Vendor selection and management authority within defined limits

Performance Indicators

• Achievement of strategic PSS objectives

• Financial performance within budget constraints

• Program quality and patient satisfaction metrics

• Team development and engagement scores

• Innovation implementation success rates

• Compliance and audit readiness

About You

Qualifications and Experience

• 10-15 years professional experience in pharma commercial roles (Marketing/Sales) with proven experience of PSP/Vendor management

• Ability to set overall strategy short & long term – and to operationalize it through strong leadership skills

• In-depth knowledge of the various specialty product distribution and service company business models

• Minimum of 5 years of People management experience - Proven record of successful team leadership with increasing responsibilities

• Demonstrated experience leading complex, sensitive, cross-functional change management initiative with global and local stakeholders (external & internal)

• Strong strategic thinking, analytical, financial, and communication skills

• Demonstrated ability to successfully collaborate and gain alignment with multiple internal and external stakeholders to develop, execute, and monitor programs

• Strong ability to influence at all levels of the organization.

• Canadian pharmaceutical experience managing / supporting patient support programs

• Sense of urgency, passion for the role, patient focus with a results orientation

• Experience with biologic self-injectable and/or infused products an asset.

• Strong anticipatory and reactive problem-solving skills.

• Bilingual (English/French) a strong asset

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs

This position is for a new vacant role that we are actively hiring for.​

Sanofi is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. We welcome and encourage applications from all qualified applicants.  Accommodations for persons with disabilities required during the recruitment process are available upon request.

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