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.

The Position

Are you passionate about leading a dynamic and diverse team of people ? We’re looking for a dynamic and experienced Field Customer Engagement Lead to 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 with operational excellence and puts Compliance at 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 to achieving goals and overcoming challenges. 

• Competitive mindset to excel, outperform and achieve leading positions in market performance, customer engagement and team capabilities.

• Obsessed with best-in-class customer engagement excellence.
   

Knowledge & Experience

• Proven leadership experience in healthcare/pharma.

• Solid understanding of healthcare systems, patient journeys and stakeholder engagement.

• Experience with account management and project execution.

• Familiarity with data-driven tools and customer engagement platforms (e.g., EpiCX, CRM systems, Customer Engagement Suite, ..).

• A strong knowledge of the compliance rules governing our industry as well as an ethical mindset.

 Skills

• Excellent interpersonal and communication skills, with the ability to build trust and influence across levels.

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

• Training skills to equip the team with commercialization excellence capabilities.

• Effective stakeholder and project management skills across internal and external environments.

• Able to handle conflicts in a constructive way and to deliver difficult feedback appropriately.

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

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