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The Position

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 Channel and Content Partner, you play a key strategic role in the Middle East’s omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You will be responsible for developing the Middle East channel strategy and roadmap in alignment with the CXI Global channels strategy and roadmap, and act as a regional representative to input into the Global CXI channel roadmap, ensuring the continuous evolution of core channels and technology in line with affiliate needs. 

You will be responsible for developing personalized & modular content in close partnership with The Content Lab(global), aligned with the Disease area strategy and the targeted persona. You will also advise on the optimal omnichannel mix within the therapeutic area (TA) omnichannel strategies and be the final accountable for channel governance in the region, ensuring the oversight of high channel standards, best practice implementation, measuring ongoing channel performance, maintaining an on up to date overview of channels in the region and a clear view of the technology being used to power those channels.

You will be reporting directly to the Middle East Customer Experience and Omnichannel Engagement Lead and partnering with various members of the Middle East Network Team and global (The Content Lab) to ensure appropriate content and customer engagement channels are leveraged within the TA strategy to achieve the intended business outcomes. 

Challenges

Understand the Roche Middle East omnichannel ecosystem and map the integration of channels and platforms to develop a channel strategy and roadmap for the region

Grow and enhance Roche’s omnichannel ecosystem by identifying new channels based on evolving customer engagement preferences and technology advancements(i.e. AI) and encourage the region to pilot MVP projects to discover new channels, test their effectiveness, and share learnings across the region

Strategically plan and create impactful content for the Personas identified by Disease Area

Be accountable for the governance of channels in the region, ensuring the oversight of high channel standards, measuring ongoing channel & content performance, maintaining an on up to date overview of channels in the region, and a clear view of the technology being used to power those channels

Partner closely with Global Channel and Content Teams (The Lab) to localize Global channel strategies and ensure to consult with Affiliate teams to take into consideration local requirements and processes within the strategy design, while also being responsible for input into the Global channel roadmap on behalf of the region

Partner with analytics leads to provide context and brand input on frequent measurement of promotional performances

Become a trusted partner to Global teams by creating two-way communication with the Middle East and frequently sharing regional and local needs and feedback

Collaborate with the Middle East Network Leads to set and measure key channel KPIs and analyze channel performance and effectiveness to optimize the channel strategy and provide recommendations on channel selection

Manage and update independent medication websites in addition to manage and launch new websites in anticipation of new product launches on Middle East level

Manage and comply with any regulatory requirements related to the above activities

Create event attendee segments in OCE-P and OCE-D

Monitor Veeva assets approval status

Track and resolve untagged/pending Veeva comments

Follow up with reviewers to unblock approvals

Handle local requests end-to-end

Prepare and submit briefs to local lab team

Follow up on estimated time of arrival(ETAs)

Perform quality check of delivered assets

Share deliverables with affiliates

Collect and follow up on affiliate feedback

Complete metadata for local Veeva requests- Ensure correct tagging and required fields completion

Coordinate testing with cross-functional ME teams- Confirm validation and readiness before deployment

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 planning and delivering integrated omnichannel strategies, campaigns and programs with specific technical expertise and analytics experience, hands-on knowledge of social media, online advertising, web, SEO/SEM, mobile, chat, and email channels as well as experience in f2f customer events, customer service environments and sales channels. 

Experience in leading cross-functional projects

Proven experience managing and maximizing the effectiveness of external agencies

Experience with customer engagement and customer facing is a plus

Skills & Competencies

You are a visionary leader who uses strategic approaches to identify new channels to enhance Roche’s omnichannel ecosystem based on evolving customer engagement preferences

You navigate people, structures and processes by looking outward and forward when designing the channel strategy

You foster connections across the network to align on channels and remove roadblocks to react quickly on evolving business and customer needs

You motivate teams to to build skills and mindsets they need to succeed in a networked environment

In addition, the following skills will make you successful in your position and career development at Roche

Collaborative Network Ways of Working

Be aware of the Global Best practice and learning and \"steal with pride\"attitude

Remote Engagement

Digital Literacy

Risk Taking & Experimentation

Outcomes Based Planning

Customer Centricity

Content Strategy

Email

Mobile

Online Advertising

SEO

Chat

Social Media (Events, customer service, f2f)

Web

Omnichannel Strategy

Performance Analytics

 

 

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Riyadh. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

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.