MS Head of Customer Fulfilment Shanghai

Job Information职位信息

Job title职位名称: Head of Customer Fulfilment

• Location工作地点： Shanghai

About the job工作职责

We deliver 4.3 billion healthcare solutions to people every year, thanks to the flawless planning and meticulous eye for detail of our Manufacturing & Supply teams. With your talent and ambition, we can do even more to protect people from infectious diseases and bring hope to patients and their families. Your job, as Head of Customer Fulfilment within our M&S China-Supply Chain Team, will be to making best class medicines with excellent strategies and tools and delivering them to our patients.

We are an innovative global healthcare company with one purpose: to chase the miracles of science to improve people’s lives. We’re also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?

Job Purpose

• Manage efficient and compliant Order to Cash (O2C/COMET) processes and customer-centric activities

• Responsibilities include empowering teams to optimize daily operations such as Customer Fulfillment Support (S&OE process); SC Customer Engagement, Order to Serve processing  contact center management, order, and claim reconciliation

• Additionally, managing relationships with reverse O2C and logistics internal & external partners, ensuring proper customer crediting, and compliance with internal and SOX controls are key tasks

• The focus is on optimizing stock processes, streamlining the S&OE process, and enhancing SC Customer Engagement to improve overall customer experience in the fulfilment process

Key Accountabilities

• Order to Cash Process Activities 

• Managing E2E order to serve processing COMET to ensure timely fulfilment and process adherence

• Empowering Customer Fulfilment teams to conduct day-to-day operations efficiently and effectively

• Implementing lean principles to streamline order fulfilment processes and reduce lead times for OTIF improvement 

• Optimizing stock processes to minimize stockouts and excess inventory

• Streamlining the Sales and Operations Execution (S&OE) process to enhance D2C and forecasting planning

• Ensuring proper customer crediting in compliance with internal policies and SOX controls

• Conducting regular audits of logistics operations to identify inefficiencies and areas for improvement

• Developing contingency plans to mitigate risks such as supply chain disruptions or transportation delays
• Analysing sell-in and sell-out data to understand market demand and adjust production and distribution accordingly. 

• Monitoring stock in trade levels to ensure optimal inventory management and minimize carrying costs

• Analysing SISO data to identify sales trends, market opportunities, and potential risks. 

• Continuously evaluating and adjusting SIT and SiSO strategies to meet changing market conditions and customer demands.

• Defines backorders policy and prioritization decisions with trade 

• Simplification

• Drive development & execution of simplification plans

• Ensure simplification benefits are realizable & tracked  

• Collaboration

• Engaging with key stakeholders to ensure alignment and collaboration across the organization.

• Contributing to trade and pricing initiatives to optimize root-to-market strategies and distribution costs

• Analysing customer feedback and order data to identify opportunities for process improvement and enhance customer satisfaction

• Process Effectiveness & Analytics

• Monitor the E2E fulfilment process running a defined set of reports and analysis to detect issues/inefficiencies and drive continuous improvements

• Implementing performance metrics and KPIs to track the effectiveness of customer fulfilment and logistics operations and drive continuous improvement efforts

• Communicate root cause analysis of issues found 

• Executes additional process analysis when requested 

• Support local team with reporting & KPIs

• Prepare/extract KPIs for fulfilment processes

• Support month end closing to ensure all steps defined in the local policies are properly executed

• SISO & SIT consolidation & analysis

• Manage VMI customer analytics & replenishment

Leadership and team management

• Lead, coach and support direct reports

• Develop capabilities and potential through individual development programs

• Focus on team engagement as an enabler for building a winning team that demonstrates our Sanofi Play to Win culture.

• Drive the diversity and inclusion agenda in managerial actions

• Build a culture of performance and ensure talents are identified and retention and development actions are set in place

Outsourced Activity Governance

• Orchestration & governance of outsourced back-office activity

About you 

Skills/Expertise/Experience:

Bachelor’s degree from an accredited college or university 

• 10+ Years of experience in full range of Customer Fulfilment (incl. Customer Facing) activities, ideally in Biopharma industry
• English language fluency

Preferred Skills/Expertise/Experience:

• Knowledge of upstream Biopharma processes 

• Strong understanding of downstream Biopharma processes and local trade environment

• Understanding of how to effectively engage external customers 

• Understanding of Customer Experience principles 

• Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements

• Excellent systems (SAP, CCM, MS Office) skills

• Strong project management skills 

• Strong analytical skills

• Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving

• Strong willingness to drive change as well as good internal marketing and communication skills

• Strong negotiation and communication skills 

• Demonstrated high standards of integrity, professionalism, and commitment 

• Ability to motivate and influence resources that do not report directly to incumbent 

• Strong team facilitation and relationship building skills

• Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues

Functional Competency Requirements:

• S&OE process management - Advanced

• Managing claims - Intermediate

• Managing orders - Intermediate

• Managing transactional & commercial customer data - Intermediate

• Developing customer fulfilment strategies - Advanced
• Knowledge of Trade & Terms conditions - Advanced

• Managing S&OP & IBP processes Intermediate

• Managing carriers & 3PLs - Advanced

• Managing master data - Intermediate

• Customer Experience - Intermediate

Transversal Competency Requirements:

• Improving Transversal Collaboration - Advanced

• Building Business Acumen - Advanced

• Developing Situational Leadership Skills - Advanced

• Improving Decision-Making - Advanced

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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 and at least 14 weeks’ gender-neutral parental leave.

PursueProgress. Discover Extraordinary.

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. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!