The posting
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position Business Title: Field Customer Engagement Lead Field-based 70-80%; Office 20-30% Business trips across country 50% time allocation Role Purpose The Field Customer Engagement Lead plays a critical role in driving Roche's vision of delivering value to patients, customers, and the organization. Operating as a field-based leader, line manager, catalyst, and coach, this role oversees a high-performing team of Patient Journey Partners (PJPs) and Customer Experience Partner (CEP), empowers it to deliver more relevant, personalised and valuable customer engagement by combining human expertise with clear execution standards, stronger capabilities, real-time insights and intelligent technology. The position ensures excellence in the implementation of disease area and product strategies across the field organization, optimizes account planning, and drives high-impact insights generation. Key Responsibilities 1. People Leadership & Capabilities (~80%) Team Leadership & Development: Lead, support, role-model and inspire a team of PJPs in alignment with VACC leadership principles and Roche Leadership Commitments. Conduct line management functions including performance measurement, coaching, feedback, and individual career development. Capability Building: Facilitate learning and development initiatives focused on key field capabilities, such as account planning, regional market analysis, insights generation, and consultative persuasion. Commercialization Excellence: Train and equip field team members with commercialization excellence skills according to the Roche framework. Culture & Change Management: Foster a culture of trust, psychological safety, collaboration, and accountability while guiding the team through organizational transitions and new agile ways of working. Strategy co-creation: In collaboration with other ET members co-create (incl localize global) country strategy; Strategy Execution & Coaching: Provide coaching and strategic oversight to the team to ensure operational excellence and alignment when implementing disease area strategies in the field. Data & Systems Ambassadorship: Act as an CRM-System ambassador, ensuring field personnel effectively enter and utilize data, CRM tools, and customer engagement platforms to capture actionable real-time insights. Digital & Omnichannel Oversight: Design/localize and deploy the country’s omnichannel customer engagement framework, creating seamless, personalized touchpoints for healthcare professionals and key accounts. Compliance & Governance: Take full ownership of compliance, adhering strictly to the Roche Code of Conduct, local SOPs, and deontological rules, while ensuring proper handling and reporting of adverse events or product complaints per Roche Vigilance guidelines. 2. Account Engagement & External Partnerships (~20%) Strategic Stakeholder Engagement: Serve as a Primary Point of Contact (PPoC) and trusted partner for key strategic accounts, hospital management, and C-suite executives, co-creating value-based solutions aligned with Roche focus areas. Overarching Project Management: Lead and oversee high-impact DAN and local, including regional, projects that support broader healthcare system and organizational goals. External Representation: Represent Roche as an official spokesperson for local regional events, panel discussions, and external stakeholder forums. DANs Alignment: Collaborate closely with DANs to align priorities, overcome healthcare system barriers, deliver 3WIN solutions and implement network initiatives and projects Required Capabilities & Mindset Enterprise & Strategic Mindset: Enterprise thinker who balances strategic long-term vision with operational execution, maintaining strict compliance at the core. Customer Engagement Excellence: Passionate about best-in-class customer engagement, account management, and value-based healthcare solutions. Entrepreneurial & Agile Leadership: Demonstrates proactive initiative, competitive drive, adaptability, and comfortable working within cross-functional matrix structures and squads. Coaching & Interpersonal Mastery: Strong empathetic communication skills with proven coaching capabilities (e.g., Co-Active Coaching) to build trust, handle constructive feedback, and resolve conflicts effectively. Analytical & Data Driven: Skilled in analyzing complex market data, leveraging digital tools (EpiCX, CRM), and translating data into strategic decisions and actionable field insights; AI experienced user and AI Innovation enthusiast. Qualifications & Experience Education: University degree in Science, Business, or Economics (an advanced Life Sciences degree or MBA is an asset). Industry Experience: Proven track record of minimum 3 y. leadership in the pharmaceutical or biotechnology sector across commercial, medical, or market access functions. Leadership Track Record: Solid experience directly managing, coaching, and developing field teams. Healthcare Knowledge: Deep understanding of healthcare systems, local regulatory/payer environments, patient journeys, and account planning frameworks. Languages: Professional fluency in English as well as local languages (such as Russian and/or Belarussian). Who we are A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.
