Omnichannel Customer Experience Partner

Job Description

Omnichannel Customer Experience Partner (Rare Disease/Hematology) | Roche

The Tone:
This is a full-time role at Roche, hired into a country affiliate within the APAC region. Roche builds life-changing healthcare solutions, aiming to prevent, stop, and cure diseases while ensuring global access to care. This role is crucial for delivering a seamless, high-quality customer experience, connecting healthcare professionals with essential information and support for patients. Your unique contributions will help advance science and impact millions of lives worldwide.

The TL;DR
• Role: Experienced Professional
• Type: Full-time
• Location: In-person, APAC Country Affiliate

• Team: Empowered self-organized teams (pods, work packages) within an agile, cross-border, cross-functional APAC collaboration.
• Mission: Act as an expert in marketing, digital marketing, and strategy to deliver a seamless customer experience across face-to-face and digital channels.

What You’ll Actually Do
• Expertise: Act as an expert in marketing, digital marketing, and strategy, providing integrated systems thinking and leadership.
• Outcomes: Develop, own, and jointly implement team outcomes with pod members within an agile work environment.
• Campaigns: Create and deliver Omnichannel campaigns that blend traditional and digital activities for a seamless customer experience.
• Strategy: Lead comprehensive marketing efforts, including market analysis and research, and define customer segmentation strategies.
• Measurement: Establish and monitor KPIs to measure the effectiveness and performance of integrated campaigns across all platforms.

The Must-Haves
• Background: Bachelor’s degree in marketing, scientific, technical, digital, economic, or business.
• Experience: Significant commercial/marketing experience, proven experience creating and delivering Omnichannel campaigns, and effective leadership in cross-functional teams.
• Skills: Proven knowledge in Marketing and Digital Marketing (including digital transformation, content marketing, data analytics), in-depth knowledge of digital marketing channels and best practices, and proficiency in digital marketing tools, analytics platforms, and content management systems.
• Bonus: Experience in the pharmaceutical/healthcare industry, significant customer-facing experience ideally in healthcare, and strong local market understanding.