Head of AI Driven Digital Customer Engagement Management Platform

Job description

Job Title: Head of AI- Driven Digital Customer Engagement Management Platform Location: Morristown, NJ, Cambridge, MA About the job Sanofi's Digital Business Horizon 2030 is to deliver best-in-class and first-in-class science faster to patients. Project Orion is a mandatory and strategic migration from OneCRM (end-of-support end-2029) to a new Customer Engagement Management Platform (CEMP), covering 13,000 users across 45 countries. This is not a like-for-like replacement — it is a leap forward to an AI-native, omnichannel customer engagement platform. The Head of AI-Driven Digital Customer Engagement Management Platform holds a pivotal role responsible for leading the end-to-end implementation of Sanofi's new Customer Engagement Management Platform, including the deployment of Concierge for Field as the single conversational entry point for all customer-facing teams, and the transition from the current Veeva OneCRM system to the ExCom selected CEMP platform. This role is central to Sanofi's Go-to-Market transformation, enabling all field-based teams to engage customers in a seamless, AI-augmented, and data-driven way. There is a significant investment envelope behind over the period from 2027–2030, making this one of the most strategically significant digital programs at Sanofi. 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 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 The Head of AI-Driven Digital Customer Engagement Management Platform is accountable for the successful delivery of Project Orion including concierge for Field, the strategic migration and transformation of Sanofi's customer engagement platform ecosystem. She/He will lead a cross-functional program team, partner closely with the GBUs, Markets, GTMC, and ensure the platform enables Sanofi's vision of an AI-augmented, customer-centric engagement at scale. Program Leadership & Implementation Lead successfully the end-to-end implementation of Project Orion, Sanofi's strategic migration from OneCRM to the new Customer Engagement Management Platform (CEMP), covering up to 13,000 users across ~ 45 countries by 2030 while driving exceptional user feedback. Own the full program delivery lifecycle: from final vendor negotiations with procurement, platform configuration, ecosystem integration, data migration, to phased global rollout across US, China, and all other markets. Drive the execution plan with platform vendor and system integrator, end-to-end ecosystem pressure testing, inventory of all interdependencies, governance and staffing (internal and external), detailed wave-by-wave rollout plan, and KPIs of success. Oversee the rollout roadmap with an US first mindset, China, and other markets as per company country prioritization to full scale before lifecycle end of the current VeevaSalesforce platform. Ensure OneCRM continuity and manage the license extension with Veeva through end 2029 to minimize implementation risk. Manage diligently the investment envelope over 2027–2030, ensuring rigorous financial governance, milestone tracking, and value realization. Lead Product ownership on consent and customer access management as a strategic layer of the platform and process revamp to break with the past and enable a future AI ready consent and customer ID management Concierge for Field Deployment Lead the scaling of Concierge for Field as the single conversational entry point for all customer-facing teams (field reps, MSLs, KAMs, market access, etc.), replacing direct CRM login with an AI-native, voice/chat-first interface in line with the overall Concierge one front strategy across the enterprise. Own the Concierge for Field product roadmap and skills backlog, prioritizing capabilities based on business impact and accessibility (time to value) in intimate coordination with the US and key markets: e.g. Pre-Call Planning, Call Reporting, Objection Handling, Territory Analytics, Morning Brief, Reimbursement & Access Guidance, and all the upcoming specific capabilities that are being identified. Scale Concierge for Field from current beta version to full production first across the US and then across all global field users, including a federated China deployment via WeCom/Tencent ADP. Govern the skill prioritization framework (Impact x Accessibility matrix) in collaboration with Business Owners and GTMC counterparts. Actively connect with the respective commercial analytics teams to ensure that roadmaps are coordinated and address interdependencies, as wells a clear governance is maintained in coordination of agents with the Agent hub as well as other AI analytical or agent uses cases in commercial analytics and AI PL, as well as the central data COE, concierge team. Ensure the "headless CRM" architecture is fully implemented: Concierge as the front-end, CEMP as the invisible compliant backend system of record Platform Architecture & AI Ensure Sanofi owns the intelligence layer of customer engagement: data, AI logic, and orchestration remain Sanofi-owned and vendor-agnostic, regardless of the CRM platform selected. Oversee the build of Sanofi's AI and agentic layer (built on Elementum AI / AWS Bedrock for global, Tencent ADP for China), delivering differentiated AI capabilities including omnichannel orchestration, proactive agentic workflows, and NBA/NBI signals, etc. Manage the data foundation dependencies (USDF, LUCI, MDF, OneCustomer/Reltio) as critical prerequisites for Wave 1 go-live. Ensure the core CRM & CEMP capabilities are reflected through re-designed workflows / progressively automated or exposed natively through Concierge, reducing field admin time from ~30% to near-zero. Stakeholder & Governance Lead the Orion program governance together with the GTMC partners including SteerCo cadence, cross-functional workstream coordination (Digital key functions, GTMC, GBUs, markets, Procurement, Finance, Compliance, Cybersecurity). Ensure continued outside-in perspective with constant sanity checks on benchmarking and best in class experiences. Mobilize and manage effectively the program team (internal and external resources), including PMO, change management, digital build, agent development, and advisory workstreams. Partner hand in have with GTMC and digital markets for change management, field adoption, and go-to-market alignment across all waves. Serve as the primary interface between Digital, GBUs, and executive governance (Digital xGBU Tower, ExCom) for all CEMP-related decisions. Communicate pro-actively program status, anticipate risks, and value delivery to senior leadership, and the respective key stakeholders, users to build enterprise-wide awareness. Responsible AI Ensure appropriate management of AI-related risks throughout the CEMP and Concierge for Field system lifecycle by ensuring ongoing compliance to Sanofi's Responsible AI internal standards & legal requirements (RAISE) Ensure the execution of AI Governance tasks and compliance with controls throughout the AI system lifecycle, including (non-exhaustive): Validation and post-deployment monitoring, meeting all applicable quality, regulatory (Data Privacy, GxP, SOX, Artificial Intelligence), and cybersecurity requirements. Maintaining adherence to these standards across all AI products deployed within the CEMP ecosystem Ways of working You will be a member of the Global Digital GBU Leadership Team. You will foster close partnerships and collaboration between cross-fun