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

Vision 

By 2028, we aim to significantly expand patient access across our priority disease areas, delivering sustainable growth while establishing and defending market leadership positions as a trusted partner to healthcare systems and professionals.

We will achieve this by focusing on the areas where we can create the greatest impact for patients, and by continuously improving how we understand, engage and support healthcare communities.

Our success is driven by a holistic, data-informed and seamlessly integrated customer experience, combining physical and digital interactions to ensure the right support reaches the right people at the right time.

Through continuous sensing, performance measurement and learning, we remain agile and responsive - enabling us to adapt, improve, and deliver meaningful outcomes for patients, partners and the healthcare ecosystem.

Purpose 
Reporting directly to the General Manager as a pivotal member of the Enabling Team, the Customer Engagement (CE) Lead is a senior strategist and head of the Customer Engagement Chapter.
In this role, you architect the future of our healthcare presence by bridging high-level internal strategy with agile external execution. Embracing the VACC (Visionary, Architect, Catalyst, Coach) leadership model, you ensure the CE Chapter executes customer engagement and omnichannel strategies with excellence, translating commercial priorities and market insights into consistent, high-quality execution across the field
Your mission is to unlock the full potential of both internal and external networks, remove roadblocks, and empower a community of experts to foster a High-Performing Organisation (HPO). Ultimately, you are responsible for driving “Triple Win” outcomes - creating simultaneous, sustainable value for patients, the healthcare ecosystem, and Roche - by leading a high-performing team of Patient Journey Partners (PJPs), Marketing Enablers and Digital/Omnichannel Specialists.

The Position 
The Customer Engagement Lead is the architect, coach and performance owner of the customer engagement community across priority disease areas, mainly Patient Journey Partners, but also Marketing Enablers and Digital/Omnichannel Specialists. You ensure that customer engagement excellence is consistently designed, executed, measured and improved, in close partnership with Disease Area Squads and the Africa Customer Experience & Insights (CXI) Network.

Acting as a vital enabler and catalyst of Disease Area ambition, the Customer Engagement Lead complements the Squad Lead by ensuring functional excellence in customer engagement execution. The role focuses on translating Disease Area priorities into high-quality, consistent in-field and omnichannel delivery through Patient Journey Partners, Marketing Enablers and CX/Digital specialists, while bringing structured execution insights and learnings back to continuously strengthen regional frameworks and support future enablement.

Key Responsibilities

1. High-Performance Leadership
- Lead the Customer Engagement Chapter (Patient Journey Partners, Marketing Enablers and Digital/Omnichannel Specialists) through VACC+ leadership, the Roche Leadership Commitments and Operating Principles, role-modelling enterprise thinking, accountability, and patient- and customer-centricity.
- Build and sustain a high-performing, insight-driven engagement organisation by hiring, onboarding, coaching and developing capabilities, mindset and execution discipline across in-field, marketing and digital roles.
- Own PJP delivery excellence, ensuring PJPs consistently execute Disease Area priorities with high quality customer engagements, account planning, insight generation, segmentation and omnichannel execution 
- Drive customer engagement excellence by embedding clear standards and ways of working that consistently deliver high-quality customer experiences, strong Voice-of-Customer outcomes, and measurable impact.
- Create clarity on roles, expectations, performance standards and collaboration models across Squads, Chapters and functions to enable effective and efficient execution.
- Create a safe and inclusive environment and organisational culture that allows others to flourish and that serves as a talent magnet.

2. Executional Excellence
- Define and embed customer engagement standards, playbooks, KPIs and feedback loops to ensure consistent execution across markets and disease areas.
- Establish and track value and outcome indicators (e.g. engagement quality, insight richness, plan vs. execution, customer progression across Omnichannel Maturity Index (OMI) levels).
- Drive continuous improvement by identifying gaps, sharing best practices and scaling what works.

3. Capability Building & Performance Coaching
- Provide direct in-field coaching and capability development to Patient Journey Partners and other Customer Engagement Chapter members, strengthening execution quality, customer engagement effectiveness and alignment with Disease Area priorities.
- Actively coach Customer Engagement Chapter on account planning, co-creation, customer engagement, insight generation, segmentation, omnichannel execution and action planning, reinforcing consistent execution standards
- Design and deploy capability programs and learning journeys (incl. digital & omnichannel skills) aligned to Africa CE/CXI priorities, Disease Area and global guidance.
- Foster continuous development through regular feedback, performance dialogues and structured field coaching, ensuring sustained growth in individual and team effectiveness.

4. Squad Integration & Network Enablement

- Act, in collaboration with the Squad Lead as the bridge between Squads and PJPs, translating strategic priorities into clear engagement objectives and account-level action plans.
- Enable the Customer Engagement Chapter to deliver on Squad OBP and Disease Area outcomes, ensuring shared accountability with Squad Leads for execution quality, insight generation and engagement performance.
- Enable cross-functional alignment of the chapter, working with Medical, Access, CXI, and other functions. 
- Represent the affiliate within the Africa CE/CXI Network by sharing execution insights, performance learnings and capability needs, and by contributing to the refinement of regional standards, tools and enablement frameworks

5. Customer & Ecosystem Partnership

- Ensure PJPs are trusted partners to HCPs, healthcare institutions, networks and ecosystem stakeholders, enabling co-creation across the patient journey.
- Champion a system-thinking approach, aligning stakeholders around shared purpose and solutions that improve diagnosis, access, treatment and outcomes.
- Guarantee great customer experiences across all Roche interactions, channels and touchpoints.

Who You Are

- 10+ years of commercial (sales, marketing, customer engagement) experience in the pharmaceutical or healthcare industry
- 8+ years in people or matrix leadership roles
- Proven ability to translate strategy into omnichannel execution using customer and market insights
- Strong VACC leadership behaviors - visionary, enterprise-minded, catalytic and coaching-oriented
- Comfortable navigating complexity, ambiguity and cross-functional environments
- Bachelor’s degree in a relevant field (advanced degree is a plus)

 

 

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Abidjan. 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.