Customer Engagement Lead

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

The Customer Engagement Lead is a pivotal role in shaping and executing industry-leading engagement strategies. By driving high-quality, holistic engagement, you’ll help ensure that more patients and families benefit from Roche medicines while contributing to business growth and strong financial performance. This role will suit an experienced commercial leader who thrives in a collaborative, purpose-driven environment. 

You will be a member of the affiliate leadership team (Purpose Enabling Board (PEB) and report to the General Manager of Roche Slovensko Pharma Division.

Career Opportunities and Challenges

• Drive, lead and empower a team of Primary Points of Contact (PPOCs) and Patient Journey Partners (PJPs), foster a high-performance culture and drive value creation for the organization while acting as a catalyst for executing the strategy of this function

• Actively coach (e.g. account planning, co-creation, effective promotional messaging, regional insights collection, evaluation and analysis and action planning) inspire the customer-facing field force (PPOCs/PJPs) to gain valuable customer insights and to deliver high-end customer experiences aligned with our commercial excellence model and with squad strategies

• Through regular check-ins focused on Contribution, Connection, Capability, and Career, support team members in setting clear objectives, drive accountability, and support their development

• Act as trusted partner and is the primary point of contact between stakeholders (Healthcare Professionals (HCPs), hospitals, networks, organizations, etc.) for the defined disease areas or products to co-create impactful solutions by leveraging insights along the patient journey

• Guide the team in overcoming healthcare system challenges, supporting the team members to reach key stakeholders, to establish and foster trusted relationships that enhance Roche’s reputation whilst ensuring Roche medicines reach more patients

• Cultivate collaboration, co-creation, fostering the adoption of networked ways of working and actively look for cross-countries collaboration opportunities to multiply impact and gain efficiencies

• Safeguard compliance in all customer interactions, collaborate closely with legal and compliance teams to uphold Roche’s License to Operate

Who You Are

• University degree in Natural Science (e.g. Pharmacy, Medical or similar) or Business Administration

• Proven leadership experience (7+ years including at least 1 year of being part of the Enabling Team Level): Inspiring people leader who champions personal and team development through coaching and mentorship while utilizing and nurturing feedback culture, encouragement and stretch assignments

• Commercial and Strategic Insight: Pharmaceutical experience and understanding of commercial dynamics, competitive marketing strategies and industry trends to shape short and long-term commercial goals while remaining flexible and thinking „out of the box“

• Demonstrated project management skills

• Proven presentation, communication and facilitation skills to convey the key message to a diverse audience

• Fluency in local language and English for effective internal and external collaboration

• Active driver and valid driving license

• Anticipated travel: 30% within Slovakia and on request

Salary starts from 5000 EUR gross/month. Final salary depends on the level of experience, skills and qualification.

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.