Associate Director, NA Omnichannel Specialty Care CRM

Job Title

Associate Director, NA Omnichannel Specialty Care CRM

Location:

Cambridge, MA

About the job:

Ready to push the limits of what’s possible? Join Sanofi in one of our corporate functions and you can play a vital part in the performance of our entire business while helping to make an impact on millions around the world

The new Go-to-Market Capabilities (GTMC) organization is designed to drive best-in-class capabilities across the board, to bring value and excellence in Sanofi’s commercial operations across its global organization and in local markets. This will be achieved through process and tool standardization, the removal of barriers between business units, and reduction in capability duplication.

The North America Go-To-Market Capabilities Omnichannel team (NA GTMC OC) will support Sanofi’s North American brand marketing teams to execute meaningful, customer centric, agile marketing across all of Sanofi’s channels. The team includes end-to-end campaign management capabilities, channel experts, day-to-day operations leads, and a transformation function responsible for the organization and delivery of continuous improvement to marketing operations processes.

The NA GTMC OC team has been created to:

• Unlock true cross-brand omnichannel marketing capability and integrating innovations that accelerate brand marketing outcomes
• Free up capacity in marketing teams to focus on brand and content strategy
• Accelerate and standardize omnichannel operations processes
• Improve sharing of best practice
• Clarify accountabilities for day-to-day marketing activities, as well as long term improvement efforts
• Realize efficiencies and economies of scale across the North America and Global marketing organizations

The NA Omnichannel Specialty CRM Lead (Associate Director) is a strategic and execution-focused role responsible for advancing Sanofi’s Salesforce Marketing Cloud (SFMC) capabilities across North America. Sitting at the intersection of marketing, data, and customer experience, this role partners closely with Specialty brand teams to translate engagement strategies into operationalized, personalized omnichannel campaigns. The role ensures that relevant, data-driven messages reach the right customers through the most effective channels at the optimal time, driving measurable impact. By combining customer-centric thinking, operational excellence, and analytics-driven decision-making, the Specialty CRM Lead strengthens customer relationships, enhances engagement, and accelerates omnichannel maturity, while collaborating with Omnichannel (OC) stakeholders and cross-functional teams to continuously evolve CRM capabilities and deliver innovative, best-in-class experiences.

About Sanofi:

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities:

• Partner with brand marketing teams to translate business and customer engagement strategies into actionable omnichannel campaigns that drive measurable outcomes
• Lead the end-to-end execution of customer engagement programs, ensuring the right customers are reached with the right messages at the right time
• Enable more effective customer segmentation, targeting, and personalization, using insights to improve relevance and impact of campaigns
• Collaborate across marketing, digital, analytics, and field teams to deliver seamless, coordinated customer experiences across channels
• Identify opportunities to improve campaign performance, customer engagement, and ROI, providing actionable recommendations to brand teams
• Support the evolution of omnichannel capabilities by incorporating data-driven insights and advanced decision-making approaches, including AI-enabled recommendations
• Ensure all customer engagement activities align with regulatory, compliance, and data privacy standards
• Strengthen ways of working by driving process improvements, operational efficiencies, and scalable best practices
• Partner with external agencies and strategic vendors to ensure high-quality execution and continuous innovation
• Support onboarding and development of team members, contributing to a culture of learning, collaboration, and continuous improvement
• Contribute to broader transformation initiatives focused on enhancing customer experience, marketing effectiveness, and organizational agility

Skills:

• Strong experience in omnichannel marketing, CRM, or customer engagement roles, preferably within healthcare or other regulated industries
• Ability to connect marketing strategy to execution, translating business goals into effective customer engagement approaches
• Proven track record of improving campaign performance, customer engagement, and marketing effectiveness
• Strong understanding of customer segmentation, targeting, and personalization strategies
• Experience working with data and insights to inform marketing decisions, including familiarity with advanced analytics or AI-driven approaches
• Excellent cross-functional collaboration skills, with the ability to influence and align stakeholders across marketing, digital, analytics, and operations
• Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment
• Clear and effective communication skills, with the ability to translate complex ideas into business-relevant insights
• Experience working with external partners and vendors to deliver business outcomes
• Familiarity with leading marketing and customer platforms is a plus, including:
  • Salesforce Marketing Cloud
  • Salesforce Data Cloud (Data 360)
  • Salesforce Health Cloud
  • E-commerce platforms
  • Twilio Segment

About you

• Bachelor's degree required; preferably in business, marketing, or technology.
• 5+ years combining Salesforce Marketing Cloud (SFMC) expertise with leadership experience (managing teams, cross-functional initiatives, or external partners).
• Experience within pharmaceutical, biotech, life sciences, healthcare, or similarly regulated industries strongly preferred.
• Experience managing external vendors is preferred.
• Strong project management and change management skills in a multi-priority environment.

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.
• Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably
• Advance your career through stretch roles, cross-functional moves, and development opportunities designed to match your ambition
• Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably