Website Roche
Founded in 1896 in Basel, Switzerland, as one of the first industrial manufacturers of branded medicines, Roche has grown into the world’s largest biotechnology company and the global leader in in-vitro diagnostics. The company pursues scientific excellence to discover and develop medicines and diagnostics for improving and saving the lives of people around the world. We are a pioneer in personalised healthcare and want to further transform how healthcare is delivered to have an even greater impact. To provide the best care for each person we partner with many stakeholders and combine our strengths in Diagnostics and Pharma with data insights from the clinical practice.
Omnichannel Engagement Enabler (Location is agnostic within Middle East Region)
The Position
Important notes:
In total we will be hiring 4 FTE in the below therapeutic areas. The successful candidates will be hired in the same country/location where the candidate is resident.
1 FTE for Neuro science and Rare diseases
1 FTE for Ophthalmology
1 FTE for Hemophilia / Hematology
1 FTE for Breast Cancer / Lung cancer
Our Vision
Our vision is to make CX as transformative as our science and be known for consistently creating seamless customer experiences that are as innovative and impactful as our medicines.
This is why we are evolving the Middle East Omnichannel team – to make this a reality by integrating digital and face-to-face interactions seamlessly and allowing us to rapidly identify priorities to engage our customers and establish leadership in the prioritized therapeutic areas.
Purpose
As the Omnichannel Engagement Enabler, you play a key leadership role in the Middle East omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You are responsible for setting the overall therapeutic area promotional strategy and ensure it’s realisation on the ground (E2E).
Specifically, you are creating the strategic plan for continuous learning with a focus on increasing customer satisfaction and business effectiveness through closed loop feedback strategies.
You also work closely with other key roles in the ME Network such as customer insights and analytics lead and content and channel lead in order to create an effective promotional strategy for the assigned therapeutic area.
You will report directly to the Middle East Customer Experience and Omnichannel Engagement Lead.
Challenges
Develop the continuous learning and closed loop feedback strategy for assigned therapeutic area in Middle East taking into account existing global programs (Voice of Customer) and local customer pain points and segmentation, moving towards a customer and patient centric approach
Work closely with the Global Ecosystem Insights Organization (Voice of the Customer Teams) to localize Global strategies for Middle East and ensure to consult with Affiliate Teams to take into consideration local requirements within the strategy design ensuring a customer centric approach
Localize the Disease area promotional strategy
Oversee the DA CE strategy implementation on a country level
Provide Guidance for segmentation and Market researches
Liaise with all other Network Leads to incorporate their respective technical expertise in the continuous learning and closed loop feedback strategy (e.g. Customer Insights and Analytics Partner, Channel and Content Partner Customer Engagement)
Gather feedback, best practices and success stories from affiliates across the region to create a culture of sharing and learning whereby lessons learned and synergies can be leveraged to iterate on the continuous learning and closed loop feedback strategy
Proven track record of leading and driving business process transformation and organizational culture change as well as delivering on programs with complex business deliverables
Track record of successful leadership, management, and development of large, multi- disciplinary globally dispersed teams.
Manage and comply with any regulatory requirements related to the above activities
Who You Are
Experience & Qualifications
Bachelor degree (scientific, technical, digital, economic or business degree). An advanced degree in Life sciences and/ or MBA is a plus
Confirmed experience in a digital and/or customer engagement strategic role within the healthcare, consumer packaged good and/or tech industry
Track record of successful leadership preferred; or leading the development of large, multi-disciplinary globally dispersed teams
Excellent strategic thinking, highly innovative, and proven ability to translate strategy into operational excellence across a commercialization organization
Experience in understanding customer experiences in a healthcare system set-up and acting on them, improving HCP and patient satisfaction
Proven leadership of cross functional teams and ability to influence across a matrix without authority
Enterprise mindset and global experience
Experience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments
Experience working and collaborating with HCPs and sophisticated health systems
Self-starter who thrives in a fast-paced, collaborative, and innovative high-growth environment
Effective written and verbal communication skills
Skills & Competencies
You are a visionary leader who uses innovative strategic approaches to solve business challenges and exceed customer expectations
You orchestrate people, structures and processes to accelerate the creation and localization of the continuous learning and closed loop feedback strategy to deliver exceptional customer experience
You have an entrepreneurial mindset and can mobilize and act quickly upon evolving business and customer needs
You lead teams and encourage systemic thinking and experimenting by creating a collaborative and networked environment
In addition, the following skills will make you successful in your position and career development at Roche:
Coaching
Outcomes Based Planning
Systems Thinking
Customer Centricity
Deep Listening
Culture Advocate
CX Management
CX Measurement/VoC CX Design
Digital Marketing
Digital Strategy
Insights Generation
Segmentation & Profiling
Data Management
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
To apply for this job please visit careers.roche.com.