Field Customer Engagement Lead

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.

Are you passionate about leading a dynamic and diverse team of people ? We’re looking for a dynamic and experiencedField Customer Engagement Leadto guide and inspire our field team !

Your impact :

In this role, you’ll lead from the front — leading the team to deliver meaningful impact for patients, to drive performance excellence and to play a key role in capability development. All of the above to ensure excellence in customer engagement.

If you’re passionate about people, performance and patient outcomes — and ready to lead in an agile environment — we’d love to hear from you.

Your key responsibilities :

Lead, coach and develop a high-performing field team - ensuring excellence in skills, mindset, knowledge and field execution - aligned with Roche Leadership Commitments and the VACC principle.

Drive operational excellence by leveraging data and insights to achieve excellence in customer engagement.

Foster a collaborative and accountable team culture, supporting capability building, continuous learning and guiding the team through change and new ways of working.

Who you are :

If you have a proven track record in customer experience, strong leadership skills and a dedication to putting customers first, we want to hear from you !

Mindset

• Enterprise thinker who can balance strategic vision withoperational excellenceand putsComplianceat the core of what we do.

• Team player who doesn’t feel limited by organisational models in order to sustain constructive collaborations across the organisation.

• Entrepreneurial spirit with a proactive drive and determined approach toachieving goalsand overcoming challenges.

• Competitive mindset toexcel, outperform and achieve leadingpositions in marketperformance, customer engagementand teamcapabilities.

• Obsessedwithbest-in-class customer engagement excellence.

Knowledge & Experience

• Proven leadershipexperience in healthcare/pharma.

• Solid understanding ofhealthcare systems,patient journeysandstakeholder engagement.

• Experience withaccount managementand project execution.

• Familiarity withdata-driven toolsand customer engagement platforms (e.g., EpiCX, CRM systems, Customer Engagement Suite, ..).

• A strong knowledge of thecompliance rulesgoverning our industry as well as anethical mindset.

Skills

• Excellentinterpersonalandcommunicationskills, with the ability to buildtrustandinfluenceacross levels.

• Stronganalytical skills, able to interpret complex data and drive actionable insights.

• Training skillsto equip the team with commercialization excellence capabilities.

• Effectivestakeholderandproject managementskills across internal and external environments.

• Able tohandle conflictsin a constructive way and to deliverdifficult feedbackappropriately.

• Experience inchange management, guiding teams through transitions and new ways of working.

• Fluent in English and excellence in Dutch and/or French.

1. FOOTNOTE

VACC : Visionary, Architect, Catalyst, Coach
Roche Leadership Commitments : I take a genuine interest in people - I listen carefully, tell the truth, and explain “the why - I empower and trust people to make decisions - I discover and develop the potential in people - I strive for excellence and extraordinary results - I set priorities and simplify work - I congratulate people for a job well done

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.