Senior Customer Engagement Manager

Job Title: Senior Customer Engagement Manager

Location: Barangaroo, Aus

Job Type: Fixed term – (13 Months)

About Job:

Position Summary

The Senior Customer Engagement Manager will lead omnichannel engagement strategies for Dupixent across ANZ, driving personalized HCP interactions and market adoption. The role combines strategic planning and execution, supporting launch readiness and future pipeline growth. It requires strong cross-functional collaboration with Medical, Market Access, and Commercial teams. Leveraging data analytics and AI-driven insights, the role focuses on optimizing customer experience and engagement outcomes. A solid understanding of the ANZ healthcare landscape and regulatory environment is essential.

Key Responsibilities:

Strategic Customer Engagement

• Develop and implement customer engagement strategies for Dupixent across ANZ

• Build and maintain relationships with key healthcare providers (HCPs)

• Execute omnichannel engagement approaches tailored to customer preferences

• Support Account Business Managers (ABMs) with strategic account planning

Market Development

• Drive market access and adoption strategies for Dupixent

• Collaborate with cross-functional teams (Medical, Market Access, Regulatory)

• Analyze market trends and customer insights to inform strategy

• Support launch activities for new Dupixent indications

Customer Experience Optimization

• Design personalized HCP experiences to exceed share-of-voice targets

• Implement customer segmentation strategies

• Leverage data analytics to optimize customer interactions

• Ensure compliance with regulatory and ethical guidelines

Core Competencies:

• Customer Engagement (Advanced level)

• Customer Segmentation (Experienced level)

• Customer Experience Strategy (Experienced level)

• Commercial Agreements (Experienced level)

• Strategic Collaborations (Experienced level)

Technical Skills

• Data Analysis (Intermediate to Advanced)

• Cross-functional Teamwork (Advanced)

• Problem Solving (Advanced)

• Driving Continuous Improvement (Experienced)

AI-Enhanced Customer Engagement:

Sanofi is currently piloting an AI Field Agent experiment with Dupixent ABMs, which includes:

• Real-time customer insights and analytics

• Data-driven pre-call planning

• Prescribing trend analysis

• Evidence-based response recommendations

• Streamlined documentation processes

Strategic Focus Areas

• Dupixent Respiratory: Asthma and COPD indications

• Future Pipeline: Preparation for future launches

ANZ Market Considerations

• Understanding of Australian healthcare system and PBS requirements

• Compliance with local regulatory requirements (TGA, Medsafe)