Customer Engagement Chapter Lead

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

At Roche, we believe it’s urgent to deliver medical solutions right now, even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are brave in both decision and action and we believe that good business means a better world. Join us in making this happen.

• Patient Focused Leadership role
• A diverse and motivated team
• Fully flexible work environment

To synergize the strategies across the organization and to ensure best possible customer experience, we are now looking for Customer Engagement Chapter Lead for our Primary Point of Collaboration Community.

The Customer Engagement Chapter Lead is instrumental in contributing to the success of their PPoC (Primary Point of Collaboration) team (PJP; HSP). As a Customer Engagement Chapter Lead, you will articulate, and inspire others with, a compelling vision that fosters alignment at all levels of the organisation; you are a key enabler of purposeful alignment of the PPoC team with Affiliate Squads and subject matter experts.

You will lead large, complex teams that work across complex healthcare ecosystems and use your deep expertise to provide well-thought strategic direction that helps to balance external ecosystem needs with the overall priorities and license to operate requirements of the Affiliate, both in terms of appropriately bringing the outside in and in terms of prioritized, shared value, work packages in response to individual ecosystem needs.

Customer Engagement Chapter lead will ensure the appropriate and ongoing training of the PPoC team and hold them accountable for the governance standards and expected behaviors required to navigate our complex regulatory environment, as well as the skills, capabilities, mindsets and behaviors needed now - and anticipated for the future - to realize the potential of the PPoC approach and create a differentiated industry customer engagement approach focused on bringing value to the healthcare ecosystem. In this role, you will define the ways of working and measures of success for this new and differentiated customer engagement model and will draw on insights to iterate as required to ensure continued value creation for patients, our partners and Roche.

Key responsibilities will include but not limited to:

• Establish, lead, develop and inspire the PPoC team, creating a psychologically safe 'home' and learning environment
• Lead and coach the shared Catalyst team and support the overall vision for capability building across the PPoC team
• Work closely with other Chapter Leads, Squad Leads and ET to create a smooth PPoC interface and ways of working within the Affiliate and wider network
• Define, establish and model the collective capability of the PPoC team and the required standards and measures of success within and for the PPoC function
• Drive and model enterprise thinking and prioritisation in line with the ecosystem, affiliate outcomes and network opportunities
• Empower the team to seek advice and make appropriate decisions within their ecosystem and models this behavior within the work they do.
• Builds and foster a diverse and inclusive team, encourage and applaud the PPoCs to have a curious and enterprise mindset
• Work constructively with the Squad and Chapter Leads to advise on decisions in ensuring the right people in the right place at the right time to deliver organisational priorities
• Coach PPoCs to develop technical skills and expertise as well as interpersonal skills including effective communication, adaptability, and collaboration
• Enable and model PPoCs within the chapters to adopt agile ways of working, including collaboration, self-reflection, test and learn, iteration, customer-centred design and empowered decision-making.
• Proactively build network connections and partnerships to and learn from other PPoC enabling teams and contribute to Roche learning loop

Who you are:

• You are degree qualified within a medical/science related field. Post graduate degree would be a plus and expert knowledge of Medicines Vietnam Code of Conduct and other relevant standards and guidelines is essential.
• With experience and expertise in customer-facing leadership role and proficiency in planning and managing resources to deliver objectives, you are able to integrate digital into overall customer engagement interaction.
• You have significant previous direct people leadership experience, including leading large commercial or medical field-based teams in the pharmaceutical, biotechnology, or related industry
• You have demonstrated experience training your teams and holding them collectively accountable to agreed standards.
• With your deep understanding of the complex pharmaceutical industry regulatory environment, legal requirements, governance and accountability standards you can drive the vision and purpose of the organization while making sure people understand and adhere to ethical standards when working with stakeholders, models and ensures cross-cultural sensitivity.
• You must be a Vietnamese speaker
• You can ensure accountability by developing talent and building effective teams that apply their diverse skills and perspectives to achieve common goals, standards and guidelines and familiar with Vietnam healthcare landscape

What do we offer?

In return, Roche offers a competitive package, ongoing development, and opportunities for career advancement.

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.

At Roche, the world’s largest biotech company, with the industry’s strongest pipeline in specialized medicines, take pride in knowing that you can make a difference to millions of patients worldwide developing treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, and respiratory disease.

Anything’s possible, in a friendly, collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders.

All facets of diversity are important to us and we endeavour to create an environment where everyone, regardless of factors such as gender, age, ability, race, ethnicity, sexual orientation, gender identification or religion, can contribute and realize their potential. As part of promoting diversity, we welcome applications from all people who are passionate about doing now what patients need next.

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.