Lead – Omnichannel Strategy and Operations

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The Position

At Roche, we believe it is urgent to deliver medical solutions right now, even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are brave in both decision and action and we believe that good business means a better world. 

The Omnichannel & Portfolio Strategy Lead, internally titled Omnichannel & Portfolio Strategy Lead, is responsible for leading Roche’s omnichannel customer outreach in India through new-gen technology for immersive customer experience, and leading India’s portfolio strategy updates and governance of new launches. This role facilitates India’s growth journey towards the North Star through high impact projects for best-in-class customer engagement, supported by extensive data analysis, new-gen technology, supporting the product portfolio (current and future).

This position can be based at any Roche location across India.

Key responsibilities include

• Leads continuous development of the Roche CX platform, equipped to provide next generation virtual/augmented reality customer experience, aligned with dynamic market realities and technological advances.

• Responsible for designing a strategic roadmap for the brand-related content to be played on the Roche CX platform; own end-to-end content preparation process and messaging in line with the marketing strategy of Roche brands to provide a best-in-class immersive content experience to Roche customers (HCPs and other stakeholders).

• Co-owns the omnichannel brand strategy with the Medico-marketing teams to make data-based decisions on the best content-channel- frequency- to follow for each brand to drive high belief in Roche innovation

• Works in close collaboration with content development vendors and student interns to provide specifications, storyboard, budget in line with the content roadmap and strategy.

• Drives operations of all Roche Customer Experience Centers (associated infrastructure, technological maintenance staff and cluster CX champions) across all clusters

• Builds data-based evaluation to measure success of the platform with respect to use of CX centers for internal and customer engagement activities, as well as the appeal factor of all contents from the customers’ perspective. 

• Integrates feedback and implement start/stop/modify decisions for contents, based on customer feedback.

• Keeps financial control on the maintenance and execution of the CX centers and content development

• Proactively identifies key trends and issues affecting the market and consider potential solutions in addressing opportunities and challenges.

• Establishes and further develops best practices and thought leadership for all aspects pertaining to Omnichannel Strategy, exemplifying the principle of proactive and continuous improvement.

• Be an active coach and mentor to members of the team to help them grow and progress in their career.

• Lead portfolio prioritization decisions with detailed understanding of disease areas, assets in pipeline and GTM evaluation

• Manage the team leading process governance of new launches

Who you are

• Educational Qualification - MBA with a UG degree in STEM

• Over 10 years of professional experience, with stints in marketing/customer experience design with technology/consultative concept selling

• Excellent communication and storytelling skills. You have demonstrated experience in collaborating with commercial colleagues and have strong customer engagement focus. 

• You are strategic in the way you think and a deep listener who is passionate about being patient centric.

• Your Pragmatic and Analytical approach is key to the success to this role, and so is being entrepreneurial and agile in making decisions

• You are a technology-savvy leader who is not only highly networked and collaborating while questioning and challenging your team and keeping their morale high.

• You have significant experience in leading projects and cross-functional teams including experience or strong understanding of agile ways of working, and orchestrating cross-functional teams and strategies.

• Strong business acumen with desired expertise in commercialization, digital/next gen technology and customer experience excellence. 

• Demonstrated excellence in relationship building and collaborating at all levels within an organization and externally.

• Creative approach to problem-solving with the ability to focus on details while maintaining the “big picture” view

• Flexible, creative and enthusiastic.

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.