Affiliate Digital Enabler (4 FTE across Middle East)
The Position
Important notes
In total we will be hiring 4 FTE in the below 4 location(s):
- 1 FTE in Egypt
- 1 FTE in Saudi Arabia
- 1 FTE in Jordan or Lebanon
- 1 FTE in either UAE, Kuwait, Oman, Qatar or Bahrain
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 Affiliate Digital Enabler, you play a key role in the Middle East omnichannel customer engagement transformation to ensure the proper realization of EpiCX on the ground and support the affiliate on digital projects not in scope for Pharma Informatics.
You provide first line support for PJPs to ensure that they continue to focus on the business and patient outcomes. You perform this by asking the right questions, guiding to build constructive discussions, and supporting the team members to stay motivated and concentrated to deliver outcomes.
This role will report ME Customer Experience & Omnichannel Engagement Lead
Challenges
- Ensure EpiCx and the future ecosystems of OCE tool will be realised locally
- Liaise with PPOC as a first line support when needed
- Ensure that PJPshave awareness about network and are utilizing all network elements
- Review the EpiCX OCE-D (Campaign/Journey/Content)
- Navigate through the model complexity
- Manage initiatives that are not in scope for Pharma Informatics
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 a digital and/or customer engagement strategic role within the healthcare
- Product Owner/Scrum Master and Coaching qualifications are desirable and certification in this area would be considered an asset
- Experience in understanding customer experiences in a healthcare system set-up and acting on them, improving HCP and patient satisfaction
- Experience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments
- Experience in marketing and analytics and in Digital marketing
- Proven track of successful people leadership (direct or indirect)
- Significant healthcare customer-facing experience
- Experience in agile ways of working and methodologies
- Facilitation, situational awareness, conflict resolution, communication, mentoring
- Enterprise mindset and global experience
- Self-starter who thrives in a fast-paced, collaborative, and innovative high-growth environment
- Effective written and verbal communication skills
Skills & Competencies
- You are able to manage complexity
- You possess excellent planning and executing skills
- Agile ways of working
- Focus on continuous improvement and learning
- Enterprise view
- Selfless, servant leader
- Active listening and caring connection
- Genuine interest in people and Courageously authentic
In addition, the following skills will make you successful in your position and career development at Roche:
- Coaching
- Outcomes Based Planning
- Systems Thinking
- Customer Centricity
- Deep Listening
- Culture Advocate
- CX Management
- CX Measurement/VoC CX Design
- Digital Marketing
- Digital Strategy
- Insights Generation
- Segmentation & Profiling
- Data Management
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.للتقدم على الوظيفة
