Omnichannel Engagement Enabler (Location is agnostic within Middle East Region)

The Position

Important notes:

In total we will be hiring 4 FTE in the below therapeutic areas. The successful candidates will be hired in the same country/location where the candidate is resident.

• 1 FTE for Neuro science and Rare diseases
• 1 FTE for Ophthalmology
• 1 FTE for Hemophilia / Hematology
• 1 FTE for Breast Cancer / Lung cancer

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 Omnichannel Engagement Enabler, you play a key leadership role in the Middle East omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You are responsible for setting the overall therapeutic area promotional strategy and ensure it's realisation on the ground (E2E).

Specifically, you are creating the strategic plan for continuous learning with a focus on increasing customer satisfaction and business effectiveness through closed loop feedback strategies.

You also work closely with other key roles in the ME Network such as customer insights and analytics lead and content and channel lead in order to create an effective promotional strategy for the assigned therapeutic area.

You will report directly to the Middle East Customer Experience and Omnichannel Engagement Lead.

Challenges

• Develop the continuous learning and closed loop feedback strategy for assigned therapeutic area in Middle East taking into account existing global programs (Voice of Customer) and local customer pain points and segmentation, moving towards a customer and patient centric approach
• Work closely with the Global Ecosystem Insights Organization (Voice of the Customer Teams) to localize Global strategies for Middle East and ensure to consult with Affiliate Teams to take into consideration local requirements within the strategy design ensuring a customer centric approach
• Localize the Disease area promotional strategy
• Oversee the DA CE strategy implementation on a country level
• Provide Guidance for segmentation and Market researches
• Liaise with all other Network Leads to incorporate their respective technical expertise in the continuous learning and closed loop feedback strategy (e.g. Customer Insights and Analytics Partner, Channel and Content Partner Customer Engagement)
• Gather feedback, best practices and success stories from affiliates across the region to create a culture of sharing and learning whereby lessons learned and synergies can be leveraged to iterate on the continuous learning and closed loop feedback strategy
• Proven track record of leading and driving business process transformation and organizational culture change as well as delivering on programs with complex business deliverables
• Track record of successful leadership, management, and development of large, multi- disciplinary globally dispersed teams.
• Manage and comply with any regulatory requirements related to the above activities

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, consumer packaged good and/or tech industry
• Track record of successful leadership preferred; or leading the development of large, multi-disciplinary globally dispersed teams
• Excellent strategic thinking, highly innovative, and proven ability to translate strategy into operational excellence across a commercialization organization
• Experience in understanding customer experiences in a healthcare system set-up and acting on them, improving HCP and patient satisfaction
• Proven leadership of cross functional teams and ability to influence across a matrix without authority
• Enterprise mindset and global experience
• Experience with digital, omnichannel, and associated data/analytics capabilities in large biopharma environments
• Experience working and collaborating with HCPs and sophisticated health systems
• Self-starter who thrives in a fast-paced, collaborative, and innovative high-growth environment
• Effective written and verbal communication skills

Skills & Competencies

• You are a visionary leader who uses innovative strategic approaches to solve business challenges and exceed customer expectations
• You orchestrate people, structures and processes to accelerate the creation and localization of the continuous learning and closed loop feedback strategy to deliver exceptional customer experience
• You have an entrepreneurial mindset and can mobilize and act quickly upon evolving business and customer needs
• You lead teams and encourage systemic thinking and experimenting by creating a collaborative and networked environment

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