Customer Engagement Management Platform (CEMP) Product Line Owner

Sanofi • Morristown, NJ

14d

About The Position

The CEMP Product Line Owner leads the product strategy, roadmap, and delivery of Sanofi’s global Customer Engagement Management Platform as part of Project Orion, a strategic migration from OneCRM to Veeva Vault. The platform will serve as the system of record for customer engagement across Commercial and Medical teams, supporting approximately 13,000 users in 45 countries. The role is accountable for delivering the CEMP migration on time and within financial commitments, and for evolving the platform into a scalable, compliant, AI-native, omnichannel solution.

The role owns CEMP-specific product delivery, platform capabilities, data model, and lifecycle management. It works with peer Product Line Owners for AI for Field and Integration, as well as markets, business units, GTMC, Digital, architecture, data, and other functions. The Product Line Owner balances global standards with market-specific requirements and leads phased, market-by-market deployment, beginning with the United States and following company prioritization for China and other markets. Overall program ownership, investment envelope, vendor execution plan, contract authority, and rollout sequence belong to the Head of AI-Driven Digital CEMP.

The role will evolve CEMP toward a headless architecture, exposing secure, reusable APIs, events, and services so that AI assistants, conversational experiences, mobile applications, and other channels can use governed customer engagement data and workflows. It establishes CEMP as the authoritative transactional backbone for interactions, activities, consent, account and contact relationships, planning, territory structures, and engagement workflows. The role partners with Enterprise Architecture, Integration, AI, and Data leaders to define system boundaries and enable interoperability, scalability, extensibility, upgradeability, and long-term sustainability.

Responsibilities also include leading the full delivery lifecycle and CRM data migration; maintaining business continuity, data integrity, and operational readiness; establishing reusable global capabilities and integrations; embedding security, privacy, compliance, auditability, and responsible AI controls; and measuring platform adoption, reliability, data quality, user experience, automation, AI utilization, administrative burden, and business value. The role leads multidisciplinary product teams, provides senior leaders with visibility into roadmap, investment, risks, dependencies, and value realization, and uses user feedback and telemetry to continuously improve the platform.

The position is based in Morristown, New Jersey, or Cambridge, Massachusetts, and requires up to 25% domestic and international travel. Sanofi describes its work as advancing science, medicines, vaccines, and patient outcomes, and notes opportunities for career growth and a supportive, future-focused team.

Requirements

• Bachelor’s degree required.
• At least 8 years of digital, technology, or enterprise platform experience, including significant product management or product ownership leadership.
• At least 3 years of people leadership and development experience.
• Experience owning enterprise-scale CRM, customer engagement, or commercial technology platforms.
• Experience defining product vision, strategy, roadmap, and investment priorities and translating them into delivery.
• Strong understanding of modern CRM and customer engagement architectures, data models, workflows, and integration patterns.
• Strong understanding of how enterprise platforms enable AI across data foundation, intelligence, and consumption layers.
• Exceptional program leadership and executive stakeholder management.
• Ability to operate at strategic and operational levels simultaneously.
• Strong influencing and alignment skills across complex, matrixed organizations.
• Resilience and decisiveness in high-stakes, high-complexity environments.
• Customer-obsessed approach with a bias for simplification and user experience.
• Ability to collaborate across multicultural and global teams.
• Thoughtful risk-taking and structured problem-solving.
• Deep experience applying LEAN and Agile practices.
• Inclusive and diverse leadership style.
• Willingness to travel up to 25% domestically and internationally.

Nice To Haves

• Experience with Veeva, Salesforce, or comparable enterprise platforms.
• Understanding of headless architectures, API-first platforms, microservices, and event-driven integration.
• Strong understanding of customer master data, identity, consent, data platforms, and enterprise integration.
• Experience leading large-scale platform migrations and global deployments.
• Experience integrating AI/ML, recommendations, intelligent automation, or conversational AI into enterprise workflows.
• Understanding of Generative AI, AI agents, retrieval and context architectures, and API- or tool-based execution.
• Ability to translate AI opportunities into scalable platform capabilities rather than isolated use cases.
• Understanding of data governance, metadata, lineage, security, and access controls for enterprise AI.
• Familiarity with Responsible AI and governance requirements.

Responsibilities

• Own the global CEMP product delivery strategy, multi-year roadmap, investment priorities, and lifecycle management.
• Translate enterprise customer engagement and Go-to-Market strategy into an executable plan, including dependencies, governance, staffing, rollout waves, and success KPIs.
• Deliver CEMP-specific work with the platform vendor and system integrator, while following the rollout sequence set by the Head of AI-Driven Digital CEMP.
• Contribute financial forecasts and track CEMP-specific spending across 2027–2030.
• Balance global standardization with market-specific regulatory and business requirements while minimizing customization and technical debt.
• Evolve CEMP toward a headless architecture with secure, reusable APIs, events, and services.
• Establish CEMP as the authoritative transactional backbone for customer engagement data and workflows.
• Partner with Enterprise Architecture, Integration, AI, and Data product leaders to define system boundaries and ensure platform scalability, interoperability, extensibility, upgradeability, and sustainability.
• Provide governed, context-rich customer, interaction, consent, and engagement data and the platform services, metadata, APIs, business rules, and workflows required for AI-enabled engagement.
• Enable CEMP data and workflows to support AI/ML models, recommendations, next-best actions, intelligent automation, and decision support.
• Enable AI assistants, conversational interfaces, mobile solutions, and other experiences to securely consume CEMP data, intelligence, and workflows.
• Lead the end-to-end delivery lifecycle, including discovery, requirements, architecture, configuration, development, testing, validation, deployment, and operational readiness.
• Lead the transition from the existing CRM environment to CEMP while maintaining business continuity and data integrity.
• Lead phased deployment across major markets and regions and establish a repeatable global rollout model.
• Simplify and standardize customer engagement processes and reduce administrative burden through automation and AI.
• Define CEMP’s role in the enterprise ecosystem, including customer master data, identity, consent, content, marketing technology, analytics, and downstream systems.
• Own the CEMP data model and lead migration of customer engagement data from legacy CRM environments.
• Ensure data quality, integrity, lineage, and continuity during migration and operations.
• Partner with Data and Integration teams to establish reusable APIs, event-driven integrations, and data services, and enforce customer engagement data governance standards.
• Ensure the platform meets regulatory, privacy, quality, cybersecurity, and financial-control requirements throughout its lifecycle.
• Partner with Legal, Privacy, Compliance, Quality, and Cybersecurity to establish platform controls and govern AI-initiated actions through authorization, validation, and traceability.
• Lead multidisciplinary teams and partner with Commercial, Medical, markets, and peer product leaders to translate strategy into capabilities and measurable outcomes.
• Provide senior leadership with visibility into roadmap, investment, dependencies, risks, decisions, and value realization.
• Build feedback loops with customer-facing teams and use product telemetry to improve the platform.
• Define and manage KPIs for adoption, reliability, data quality, user experience, automation, AI utilization, administrative burden, and business value.
• Use telemetry, feedback, and operational data to optimize capabilities and experiences; measure the shift from traditional CRM interfaces to AI-assisted and automated experiences.
• Monitor CRM, customer engagement, AI, and agentic technology developments; incorporate relevant innovations into the roadmap.
• Simplify the technology landscape, reduce technical debt, and improve total cost of ownership.
• Work closely with development teams, Cybersecurity, Architecture, Data, markets, business, and Web teams inside and outside the company.
• Partner with key markets, beginning with the US, and empower teams to establish lean structures and efficient local governance.
• Build and develop an accountable, diverse team and foster accountability, experimentation, user-centricity, and continuous improvement.

Benefits

• At least 14 weeks of gender-neutral parental leave.
• Health and wellbeing benefits, including high-quality healthcare, prevention, and wellness programs.
• Rewards package that recognizes employee contributions.
• Career growth opportunities, including promotion or lateral moves, at home or internationally.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior