Customer Engagement Lead

About the Role

At Roche, individuality is celebrated, and employees are encouraged to express their unique perspectives in an open, respectful, and inclusive culture. This supportive environment helps individuals thrive both personally and professionally to contribute to Roche's mission of advancing healthcare globally. The Customer Engagement Lead plays a crucial role within the field organization, acting as a dedicated leader for Patient Journey Partners (PJPs), linking disease area strategies with frontline execution, and fostering a culture driven by the VACC leadership model to ensure meaningful, insight-driven engagement throughout the healthcare ecosystem.

Key Responsibilities

• Serve as the direct line manager for PJPs, overseeing their performance, development, and wellbeing.
• Provide coaching based on the VACC approach by conducting regular field visits and discussions to enhance engagement quality.
• Identify skill gaps and collaborate with internal resources to implement development programs.
• Maintain high standards of insight-led customer engagement, guaranteeing consistent, impactful interactions with stakeholders.
• Align field engagement priorities with disease area strategies in partnership with Squad Leads.
• Promote a culture of sharing insights and integrating field learnings into strategic planning.
• Track field activities, engagement quality, and outcomes to find areas for improved performance and efficient resource utilization.
• Ensure adequate territory coverage, proper stakeholder prioritization, and adherence to ethical promotional guidelines.
• Utilize digital tools and data platforms to generate insights, support decision-making, and equip PJPs with necessary expertise.

Candidate Profile and Experience

• Proven substantial experience in field-based commercial or medical affairs within pharmaceutical or healthcare sectors.
• Demonstrated ability to lead and develop teams with measurable improvements in individual and group performances.
• Sound knowledge of the Irish healthcare system and environment.
• Comfortable working within agile, matrixed, or cross-functional teams, building trust across varied stakeholder groups.
• Experience with outcomes-driven planning, retrospective evaluation, and familiarity with the VACC leadership model.
• Strong capability in applying digital tools to enhance field force effectiveness.
• Fluency in English.
• Possession of a university degree in scientific, economic, or business disciplines. An advanced degree such as a Life Science MSc or MBA is advantageous.
• A full, clean driving license is mandatory.

Ethical Standards and Compliance

The successful candidate must uphold high ethical behavior and comply fully with Roche's policies, including the Roche Group Code of Conduct, Quality Management System, and the IPHA Code of Practice for the Pharmaceutical Industry.

About Roche

Roche is a pioneering healthcare company with over 125 years of history, employing more than 100,000 people worldwide dedicated to innovative science that improves healthcare access. Their technologies have treated over 26 million patients and performed more than 30 billion diagnostic tests worldwide, fostering a creative and ambitious environment to deliver transformative solutions. Roche is an equal opportunity employer committed to diversity and inclusion.