Customer Engagement Learning Lab Lead

Position Overview

The CELL (Customer Engagement Learning Lab) Lead serves as a Change Agent & Marketing Excellence Architect, responsible for development of relevant capability, establishing standards and processes for future-oriented customer-centric excellence and driving marketing transformation at scale across Sanofi China. This role ensures that new methodologies and processes are executed consistently to accelerate the organization's shift from brand-centric to customer-insight-driven engagement enabled by AI and expansion of channels beyond traditional SF & events mix.

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Primary Focus

Identify essential capabilities within the brand teams to enable the transformation and lead the shift deploying internal and external resources.

Establish standards and processes for customer-centric marketing excellence and drive organizational transformation at scale, ensuring that new ways of working become embedded organizational capabilities across all brand teams and business units.

Serve as Change Agent in close collaboration with brand teams, digital and GTMC teams.

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Key Responsibilities

Standards & Methodology Development

Establish standards and methodologies for customer-centric omnichannel campaigns across all therapeutic areas

Define templates, frameworks, and KPIs for Customer Experience Journeys (CEJ) and Customer Engagement Plans (CEP)

CELL owning the customer engagement planning layer (CEJ/CEP standards, customer segmentation methodology, content strategy principles)

Establish validation loops with cross functional stakeholders to ensure planning standards are validated against execution feasibility, and execution standards are validated against customer engagement principles

Serve as an example of agile and pragmatic appraoches aspiring to incremental differences on each step of the journey

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Quality Assurance & Governance

Design end-to-end processes and act as the Quality Gate for campaign approval before execution together with BU leadership

Review campaign logic against journey standards and ensure alignment with customer-centric principles

Establish culture on continuous learning following campaign launch to ensure timely insights and course-correction (Plan – Do – Learn)

Embed new ways of working into organizational processes and governance platforms (Brand Planning, Budget, Operating Plans, business reviews)

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Capability Building & Change Management

Enhance marketing and commercial team capabilities through training, coaching, and upskilling programs

Drive adoption of customer-centric methodologies across brand teams and Customer Engagement Managers (CEMs)

Champion agile ways of working and facilitate organizational transformation

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Innovation & Emerging Channels

Drive adoption of AI and emerging channels from a business transformation perspective — identify customer engagement use cases, validate commercial value, and lead pilots with brand teams in partnership with GTMC(Go-to-market capabilities) and Digital BP who provide technical expertise and infrastructure

Design scalable engagement models and change management programs that enable brand teams to readily adopt new channels and Evaluate new technologies and channels from a business value and customer engagement perspective, in close partnership with GTMC, Digital and brand teams

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Performance Evaluation & Continuous Improvement

Establishment of customer engagement target-setting principles and methodological frameworks (defining "how to set targets" rather than specific numerical targets) with cross functional teams

Integrate AI solutions from onset to finish in customer engagement processes

Lead the "methodology effectiveness" and "organizational capability maturity" dimensions of quarterly business review, leveraging data and insights provided by Omnichannel, brand and digital teams; rapidly iterate Playbooks, templates, and quality standards based on cross-brand learnings surfaced through monthly operational reviews

Maintain a "methodology backlog" of proposed improvements surfaced from frontline execution teams, prioritized by impact and effort, ensuring standards remain practical and relevant to operational reality

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Key Skills & Competencies

Required Expertise

Customer-centric marketing excellence and methodology expertise

Change management and organizational transformation experience

Agile coaching and capability building skills

Deep knowledge of China digital ecosystem and emerging platforms

Quality assurance and governance capabilities

Cross-functional leadership and structured handoff management capabilities

Leadership Competencies

Ability to influence without direct authority across cross-functional teams

Strategic thinking with strong execution discipline

Excellent communication and stakeholder management skills

Coaching mindset with passion for developing others

Understanding of omnichannel marketing principles and customer journey mapping

Familiarity with AI-enabled content generation and digital tools

Experience with process design and standardization

Data-driven decision-making capabilities

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Key Performance Indicators

Methodology adoption rates across brand teams and business units

Team capability assessment improvements measured through pre/post training evaluations

Transformation milestone achievement against roadmap

Quality scores of customer engagement plans reviewed through Quality Gate process

Speed and scale of embedding new ways of working into organizational processes

Methodology feedback loop effectiveness: percentage of frontline-surfaced methodology improvement proposals incorporated into updated standards within agreed timeframes

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Qualifications

Education

Bachelor's degree required; MBA or advanced degree in Marketing, Business, or related field preferred

Experience

10+ years of experience in pharmaceutical/healthcare or CHC/FMCG (with passion for Health) marketing

Proven track record in marketing transformation or change management initiatives

Experience establishing standards, processes, and governance frameworks

Deep understanding of customer-centric omnichannel engagement models and China digital eco system

Experience in China pharmaceutical market strongly preferred

Language

Fluent in English and Mandarin Chinese (written and spoken)

Strategic Context

This role is critical to Project Leapfrog (菲跃), Sanofi China's transformation initiative to shift from product-centric to solution-centric, customer-insight-driven engagement. The CELL Lead will accelerate marketing transformation at scale by:

1. Building Customer Experience Journey (CEJ) frameworks based on customer insights

2. Establishing Content Strategy & AI-Enabled Frameworks for scalable content generation

3. Accelerating development of Next-Gen HCP Channel Engagement including emerging platforms

4. Upskilling pharma marketing capabilities from brand-centric to customer-insight-driven approaches

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, ability or gender identity.

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