Omnichannel Orchestration Lead

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Omnichannel Orchestration Lead

Apply locations Toronto, ON

Time type: Full time

Posted on: 3 Days Ago

Time left to apply: End Date: March 14, 2025 (30+ days left to apply)

Job requisition id: R2785005

Reference No. R2784124

Position Title: Omnichannel Orchestration Lead

Department: OC Canada

Location: Toronto, Ontario

About the Job

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 Omnichannel Orchestration Lead will play a critical role in executing and optimizing personalized, data-driven customer engagement strategies across multiple channels. This role requires expertise in Salesforce Marketing Cloud (SFMC) and Salesforce CRM, including Closed-Loop Marketing (CLM), Rep Triggered emails (RTEs), and Fragments. The ideal candidate will be responsible for the technical orchestration of omnichannel campaigns, ensuring seamless integration of sales and marketing efforts, and leveraging digital tools to enhance engagement with healthcare professionals (HCPs) and patients.

This role will work cross-functionally with commercial and medical teams, IT, and the wider GTMC team to ensure the effective deployment of digital assets and marketing automation.

Main Responsibilities

Omnichannel Execution

• Implement omnichannel engagement strategies that drive personalized, data-driven interactions with HCPs and patients.
• Ensure seamless integration of digital and traditional engagement channels, including email, websites, CRM-driven interactions, sales rep detailing, mobile apps, and paid media.
• Optimize Content Management & Sales Enablement through CLM, RTEs, and Fragments within Salesforce CRM and Veeva CRM.

Salesforce Marketing Cloud (SFMC) & CRM Expertise

• Journey Builder: Design and optimize automated customer journeys to enhance HCP and patient engagement.
• Email Studio & Audience Builder: Develop targeted email campaigns, segment audiences, and personalize messaging using first-party data.
• Leverage SQL within SFMC to efficiently manage large datasets, create complex customer segments, and optimize personalization in omnichannel campaigns.

Salesforce CRM & CLM Expertise

• Manage interactive digital content for HCP-facing sales presentations within Veeva CRM Approved Email & SFMC.
• Work with marketing, medical, and sales teams to ensure seamless content delivery and tracking of HCP engagement with CLM assets.
• Use CLM analytics to provide insights into HCP preferences, content effectiveness, and sales impact.
• Ensure that RTEs and Fragments are properly integrated within Salesforce CRM and SFMC to allow sales teams to use pre-approved content efficiently.
• Work closely with regulatory and medical teams to ensure adherence to PAAB, ASC, and industry compliance standards.

Cross-Functional Collaboration & Leadership

• Partner with marketing, sales, wider GTMC, and IT to drive omnichannel adoption.
• Work with external agencies and vendors to enhance digital content deployment and execution.
• Train and support head office and field sales teams on leveraging CLM, RTEs, Fragments, and omnichannel tools for enhanced engagement.
• Act as a technical digital subject matter expert, staying up to date with industry trends and best practices.

Performance Analytics & Optimization

• Help define key KPIs for omnichannel campaigns, CLM content usage, and SFMC email performance.
• Use data-driven insights from SFMC, Veeva CRM, and CLM analytics to optimize engagement strategies.
• Develop/Utilize dashboards and reporting frameworks to measure customer engagement, sales rep effectiveness, and business impact.

About You

Required Skills & Experience

• 5+ years of experience in pharmaceutical omnichannel marketing, CRM/marketing automation, or digital sales enablement.
• Strong expertise in Salesforce Marketing Cloud (SFMC), including Journey Builder, Email Studio, and analytics.
• Knowledge of SQL, and how it can be leveraged within SFMC.
• Experience working with Salesforce CRM and/or Veeva CRM, specifically CLM, RTEs, and Fragments.
• Understanding of pharmaceutical sales engagement models and HCP engagement strategies.
• Strong analytical skills, with the ability to interpret data and optimize omnichannel campaigns.
• Knowledge of regulatory compliance (e.g., PAAB, ASC, PIPEDA) for pharmaceutical digital marketing.
• Excellent communication and stakeholder management skills.
• Ability to work cross-functionally in a complex, fast-paced environment.

Education & Certifications (Preferred)

• Bachelor’s or Master’s degree in Marketing, Business, Digital Strategy, Data Analytics, or a related field.
• Salesforce Marketing Cloud certifications (e.g., Marketing Cloud Administrator, Email Specialist, Consultant).
• Veeva CRM & CLM certification or relevant training in closed-loop marketing tools is a plus.
• Additional training in digital marketing, content management, or analytics is highly desirable.

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.

The opportunity is a REPLACEMENT.

Sanofi is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. We welcome and encourage applications from all qualified applicants.