Head of AI Driven Digital Customer Engagement Management Platform
Core
Lead the end-to-end implementation of Sanofi's AI-native Customer Engagement Management Platform (CEMP) and deploy 'Concierge for Field' as the single conversational entry point for 13,000+ users across 45 countries.
Role type
Senior Program Leader / Head of Digital Platform
Builds
AI-native omnichannel customer engagement platform and conversational AI interface (Concierge for Field)
Domain
Biopharma / Digital Transformation / AI
Deliverable
production ML models | product features | infrastructure
Required skills
Program management, cross-functional leadership, vendor negotiation, platform architecture strategy, AI product roadmap ownership, global rollout execution, financial governance, stakeholder management, change management, regulatory compliance (GxP, SOX, Data Privacy)
Preferred skills
Experience with CRM migrations, conversational AI implementation, agentic workflows, data foundation management
Technologies
Veeva OneCRM, ExCom CEMP, Elementum AI, AWS Bedrock, Tencent ADP, WeCom, Salesforce, Reltio, USDF, LUCI, MDF
Responsibilities
Lead Project Orion migration from OneCRM to new CEMP; Own full program delivery lifecycle from vendor negotiation to global rollout; Drive execution plan with system integrators and manage investment envelope; Scale Concierge for Field from beta to production; Ensure Sanofi owns the intelligence layer and AI logic; Oversee AI governance and Responsible AI compliance; Partner with GTMC and GBUs for change management and adoption.
Seniority
Senior, hands-on IC / Program Leadership
