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.

Pursue Progress . 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 !

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 !