S

Sanofi

Global pharma company; vaccines and R&D

Head of Customer Fulfilment

Inventory Management +1Confirmed live in the last 24 hours
Full-timeShanghai, ChinaNo salary listedIn-person

About the Job

Requirements

  • A bachelor's degree from an accredited college or university.
  • At least 10 years of experience across the full range of customer fulfilment activities, including customer-facing activities; experience in the biopharma industry is ideal.
  • Fluency in English.
  • Knowledge of upstream biopharma processes is preferred.
  • A strong understanding of downstream biopharma processes and the local trade environment is preferred.
  • Understanding of effective external customer engagement is preferred.
  • Understanding of customer experience principles is preferred.
  • Understanding of cost-to-serve finances and the ability to drive and track customer fulfilment improvements is preferred.
  • Strong skills in SAP, CCM, and Microsoft Office are preferred.
  • Strong project management skills are preferred.
  • Strong analytical skills are preferred.
  • Skill in scenario planning, risk/benefit analysis, contingency planning, and problem solving is preferred.
  • Willingness to drive change, along with internal marketing and communication skills, is preferred.
  • Strong negotiation and communication skills are preferred.
  • High standards of integrity, professionalism, and commitment are preferred.
  • Ability to motivate and influence resources that do not report directly to the role is preferred.
  • Strong team facilitation and relationship-building skills are preferred.
  • Ability to anticipate future consequences of scenarios and identify mission-critical issues is preferred.
  • Advanced S&OE process management competency is required.
  • Intermediate claims management competency is required.
  • Intermediate order management competency is required.
  • Intermediate management of transactional and commercial customer data is required.
  • Advanced customer fulfilment strategy development competency is required.
  • Advanced knowledge of trade and terms and conditions is required.
  • Intermediate S&OP and IBP process management competency is required.
  • Advanced carrier and third-party logistics provider management competency is required.
  • Intermediate master data management competency is required.
  • Intermediate customer experience competency is required.
  • Advanced transversal collaboration competency is required.
  • Advanced business acumen competency is required.
  • Advanced situational leadership competency is required.
  • Advanced decision-making competency is required.

Responsibilities

  • Manage efficient and compliant Order to Cash processes and customer-centric activities.
  • Empower teams to optimize daily operations, including Customer Fulfilment Support through the S&OE process, supply chain customer engagement, order-to-serve processing, contact center management, order management, and claim reconciliation.
  • Manage relationships with reverse Order to Cash and logistics partners, both internal and external, ensuring proper customer crediting and compliance with internal and SOX controls.
  • Optimize stock processes, streamline the S&OE process, and enhance supply chain customer engagement to improve the customer fulfilment experience.
  • Manage end-to-end order-to-serve processing in COMET to ensure timely fulfilment and adherence to process.
  • Empower Customer Fulfilment teams to conduct day-to-day operations efficiently and effectively.
  • Implement lean principles to streamline order fulfilment processes, reduce lead times, and improve OTIF performance.
  • Optimize stock processes to minimize stockouts and excess inventory.
  • Streamline the S&OE process to enhance direct-to-consumer and forecasting planning.
  • Ensure proper customer crediting in compliance with internal policies and SOX controls.
  • Conduct regular audits of logistics operations to identify inefficiencies and opportunities for improvement.
  • Develop contingency plans to mitigate risks such as supply chain disruptions or transportation delays.
  • Analyze sell-in and sell-out data to understand market demand and adjust production and distribution accordingly.
  • Monitor stock-in-trade levels to optimize inventory management and minimize carrying costs.
  • Analyze SISO data to identify sales trends, market opportunities, and potential risks.
  • Continuously evaluate and adjust SIT and SiSO strategies to meet changing market conditions and customer demands.
  • Define backorder policies and prioritization decisions with trade.
  • Drive the development and execution of simplification plans, ensuring benefits are realizable and tracked.
  • Engage key stakeholders to ensure alignment and collaboration across the organization.
  • Contribute to trade and pricing initiatives to optimize route-to-market strategies and distribution costs.
  • Analyze customer feedback and order data to identify process improvement opportunities and enhance customer satisfaction.
  • Monitor the end-to-end fulfilment process using defined reports and analyses to detect issues and inefficiencies and drive continuous improvement.
  • Implement performance metrics and KPIs to track the effectiveness of customer fulfilment and logistics operations and drive continuous improvement.
  • Communicate root-cause analysis of identified issues.
  • Conduct additional process analysis when requested.
  • Support the local team with reporting and KPIs; prepare or extract KPIs for fulfilment processes.
  • Support month-end closing to ensure all steps defined in local policies are properly executed.
  • Consolidate and analyze SISO and SIT data.
  • Manage vendor-managed inventory customer analytics and replenishment.
  • Lead, coach, and support direct reports.
  • Develop capabilities and potential through individual development programs.
  • Promote team engagement and build a high-performing team.
  • Drive the diversity and inclusion agenda through managerial actions.
  • Build a performance culture and ensure talent identification, retention, and development actions are in place.
  • Orchestrate and govern outsourced back-office activity.

About the Company

Sanofi

Global pharma company; vaccines and R&D

Sanofi is a global pharmaceutical and biotechnology company that develops, manufactures, and sells prescription medicines, over-the-counter products, and vaccines. Its products span immunology, oncology, rare diseases, and vaccines, addressing unmet medical needs through a strong focus on research and development. Sanofi's core product model relies on large-scale R&D, strategic partnerships, and licensing to bring new therapies to markets, with revenue generated from product sales and collaborations. The company differentiates itself by leveraging its global reach, diverse portfolio, and emphasis on patient-centric solutions, safety, and quality to navigate regulatory environments in developed and emerging markets. The company’s goal is to improve health outcomes and quality of life for people worldwide by delivering innovative treatments and vaccines that meet unmet medical needs.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1973

Recently Posted Jobs

Explore more opportunities at Sanofi

See more jobs