Customer Engagement Management Platform (CEMP) Product Line Owner

Job title: Customer Engagement Management Platform (CEMP) Product Line Owner

• 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. It is not a like-for-like replacement. It is a leap to an AI-native, omnichannel customer engagement platform.

The CEMP Product Line Owner owns the core CEMP product strategy, roadmap and delivery within Project Orion. The role ensures successful configuration, integration, deployment and evolution of the platform that serves as the system of record for customer engagement across Commercial and Medical teams globally.

Working as a peer to the AI for Field Product Line Owner and the Integration Product Line Owner, this role delivers a seamless, compliant and scalable platform that enables AI-augmented, customer-centric engagement at scale. The role leads cross-functional product teams and partners with markets, GBUs, GTMC and Digital functions, while maintaining the highest standards of compliance, data integrity and user experience.

Main Responsibilities

The CEMP Product Line Owner is accountable for delivering the migration from Veeva Salesforce to Veeva Vault within Project Orion, on time and within financial commitments. The role leads product teams, collaborates with peer Product Line Owners (AI for Field, Integration) and ensures the platform delivers measurable value to field users and the business.

Platform Product Ownership and Strategy

• Own the product delivery strategy, multi-year roadmap, investment priorities and lifecycle management of the global CEMP.
• Translate enterprise customer engagement and Go-to-Market strategy into a scalable execution plan: ecosystem pressure testing, inventory of interdependencies, governance, staffing (internal and external), wave-by-wave rollout plan and success KPIs.
• Execute CEMP-specific delivery with the platform vendor and system integrator. The overall vendor execution plan and final contract authority sit with the Head of AI-Driven Digital CEMP.
• Execute the rollout sequence defined by the Head, with a US-first mindset, then China and other markets per company country prioritization.
• Balance global standardization with market-specific regulatory and business requirements, minimizing customization and technical debt.

CEMP Architecture

• Evolve CEMP toward a headless customer engagement architecture, separating the system of record and workflow engine from the experiences through which users interact with it.
• Expose core capabilities through secure, reusable APIs, events and services, so AI assistants, conversational experiences, mobile applications and other channels can consume them.
• Establish CEMP as the authoritative transactional backbone for customer engagement: interactions, activities, consent, account and contact relationships, planning, territory structures and engagement workflows.
• Progressively reduce dependency on traditional CRM screens by enabling activities to be initiated, completed and automated through intelligent experiences.
• Partner with Enterprise Architecture, Integration and AI product leaders to define boundaries between systems of record, intelligence and engagement.
• Ensure decisions support scalability, interoperability, extensibility, upgradeability and long-term sustainability.

Foundation

• Own the CEMP capabilities required to enable AI across the Foundation, Intelligence and Consumption layers, in close collaboration with the Concierge for Field vision.
• Ensure governed, context-rich customer, interaction, consent and engagement data is available for AI and analytics use cases.
• Establish the platform services, metadata, APIs, business rules and workflows required for AI-enabled engagement.
• Embed security, privacy, permissions, auditability and governance into the platform foundation.

Intelligence

• Enable CEMP data and workflows to support AI/ML models, recommendations, next-best actions, intelligent automation and decision support.
• Partner with AI and Data product teams to make customer and engagement context available to enterprise AI capabilities.
• Ensure AI-generated insights and actions translate safely into governed CEMP transactions and workflows.

Consumption

• Enable AI assistants, conversational interfaces, mobile solutions and other experiences to securely consume CEMP data, intelligence and workflows.
• Deliver CEMP capabilities as reusable services, not tied to a single front end.
• Drive toward complex workflows completed through intuitive AI-assisted interactions with minimal administrative burden.
• Ensure consistent business logic, compliance controls and customer context across all channels.

Platform Delivery and Transformation

• Lead the end-to-end delivery lifecycle: 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, establishing a repeatable global rollout model.
• Simplify and standardize customer engagement processes, reducing administrative burden through automation and AI.
• Favor reusable global capabilities and configuration over customization.

Data, Integration and Platform Ecosystem

• Define how CEMP operates within the enterprise ecosystem: customer master data, data platforms, identity, consent, content, marketing technology, analytics and downstream systems.
• Own the CEMP data model, ensuring it supports operational workflows, analytics, AI/ML and omnichannel engagement.
• Lead the migration of customer engagement data from legacy CRM environments into CEMP.
• Ensure data quality, integrity, lineage and continuity throughout migration and operations.
• Partner with Data and Integration product teams to establish reusable APIs, event-driven integrations and data services.
• Define and enforce governance standards for customer engagement data within the platform.

Compliance, Security and Responsible AI

• Ensure the platform meets regulatory, privacy, quality, cybersecurity and financial-control requirements throughout its lifecycle.
• Embed compliance and privacy into architecture and design, not as downstream validation.
• Partner with Legal, Privacy, Compliance, Quality and Cybersecurity to establish platform controls.
• Govern AI-initiated actions through authorization, validation and traceability controls.

Product Leadership and Stakeholder Management

• Serve as the senior product leader for CEMP across business, technology and market stakeholders.
• Lead multidisciplinary teams across product management, engineering, architecture, data, integration, testing and platform operations.
• Partner with Commercial, Medical and market organizations to translate strategy into product capabilities and measurable outcomes.
• Work as a peer with AI, Data, Integration and Experience Product Line Owners to ensure coherence across the ecosystem.
• Give senior leadership clear visibility of roadmap, investment, dependencies, risks, decisions and value realization.
• Build feedback loops with customer-facing teams and use product telemetry to improve the platform.

Performance and Continuous Improvement

• Define and manage KPIs across 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 of user activity from traditional CRM interfaces to AI-assisted and automated experiences.
• Monitor CRM, customer engagement, AI and agentic technology developments and incorporate relevant innovations into the roadmap.
• Simplify the technology landscape, reduce technical debt and improve total cost of ownership.

How This Role Differs from Adjacent Roles

• Head of AI-Driven Digital CEMP: owns the overall program, investment envelope, vendor execution plan and contract authority, and rollout sequence.
• AI for Field Product Line Owner: owns the Concierge for Field roadmap. This role provides the headless CEMP capabilities it consumes.
• Integration Product Line Owner: owns enterprise integration services. This role defines CEMP's APIs and events and partners on shared patterns.
• Legacy platform: run and continuity of OneCRM are managed outside this role.

Ways of Working

The CEMP Product Line Owner operates as part of the senior Customer Engagement product leadership team and will:

• Work closely with development teams, Cybersecurity, Architecture, Data, markets, business and Web teams, inside and outside the company.
• Partner with key markets, US first, so digital solutions are grounded in market realities and deliver measurable impact.
• Empower teams to set up lean structures and efficient local governance.
• Build and develop an accountable, diverse team and leaders who are role models in technical skills and forward-looking mindset, and foster a culture of accountability, experimentation, user-centricity and continuous improvement.

About You

Education: Bachelors Degree required.

Travel: Up to 25% domestic and international required.

Product and Technology Leadership

• 8+ years of digital, technology or enterprise platform experience, including significant product management or ownership leadership required.
• 3+ years of people leadership and development experience required.
• Ownership of enterprise-scale CRM, customer engagement or commercial technology platforms required.
• Experience defining product vision, strategy, roadmap and investment priorities, and translating them into delivery required.
• Strong understanding of modern CRM and customer engagement architectures, data models, workflows and integration patterns required.
• Experience with Veeva, Salesforce or comparable enterprise platforms strongly peferred.
• Understanding of headless architectures, API-first platforms, microservices and event-driven integration strongly preferred.
• Strong understanding of customer master data, identity, consent, data platforms and enterprise integration strongly preferred.
• Experience leading large-scale platform migrations and global deployments strongly preferred.

AI and Data

• Strong understanding of how enterprise platforms enable AI across data foundation, intelligence and consumption layers required.
• Experience integrating AI/ML, recommendations, intelligent automation or conversational AI into enterprise workflows strongly prefered.
• Understanding of Generative AI, AI agents, retrieval and context architectures, and API or tool-based execution strongl preferred.
• Ability to translate AI opportunities into scalable platform capabilities rather than isolated use cases strongly preferred.
• Understanding of data governance, metadata, lineage, security and access controls for enterprise AI strongly preferred.
• Familiarity with Responsible AI and governance requirements strongly prefered.

Soft Skills

• 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, with a bias for simplification and user experience.
• Multicultural and transversal collaboration across global teams.
• Thoughtful risk-taking and structured problem-solving.
• Deep experience applying LEAN and Agile practices.
• Inclusive and diverse leadership style.