Head of Channel Excellence & Innovation

Job content

Are you a leader in the digital world and looking for a great next step?In this position, you will lead the Channel Excellence & Innovation Chapter that is part of the Digital Excellence (DEx) team within Global Product Strategy. The DEx team is responsible for enabling and enhancing Roche’s customer-centered digital strategy for launch excellence and engagement with customers by unlocking the value of digital through data & customer insights. The team will serve as an agile expertise hub within Roche to amplify ideas and outputs that address enterprise-wide topics such as digital customer experience strategy; digital marketing channels & techniques; digital content strategy, digital solution development & management; marketing automation; personalization; digital marketing technology tools and platforms; and digital collaboration / community platforms. The group will also play a major role in elevating digital knowledge and skills and building a community across global functions, within prioritized affiliates and to guide the wider Enterprise.Within the team, the Channel Excellence & Innovation Chapter will provide subject matter expertise to advise on digital launch strategy and other enterprise initiatives. The chapter will provide insights and strategic guidance to inform the development of the individual channel strategies (including channel integrations) and broader, customer-oriented, innovative solutions to promote digital marketing excellence in collaboration with the Digital Customer Engagement Network (DCEN). It will ensure that the “One Voice Across Roche” is incorporated into all digital activities across the enterprise, whilst driving channel development and expertise competencies. Additionally, the chapter will build out customer touchpoints with innovative approaches to increase Roche’s competitive advantage in the market.Your role will use data-driven insights from Roche’s internal systems (CRM, Data Mart etc.) to identify innovations and best industry practices, and will also manage Roche’s engagement with global, external partnerships. Furthermore, you will have accountability for business input into the overarching tech stack and drive evaluation of new marketing technology and onboarding from a business perspective. The outputs of this work will inform the Enterprise-wide digital customer engagement strategy, defined and executed by the Digital Customer Engagement Network.You will be a member DEx leadership team and report to the Head of the team. They will guide senior management and multi-functional executives in relevant issues and play an active role in the leadership and development of the DEx team overall.Your responsibilities will include:Enable leaders to define the customer experience strategy across channels, ensuring the voice of the customer is incorporated into all touchpoints to provide a holistic end-to-end customer experienceDemonstrate deep understanding and communicate compelling vision of key opportunities for customer and channel experience, including customer experience competencies, channel application and adoption, and leading innovations across the healthcare industryEnable network of leaders to build digital engagement strategies either directly with customers or in alignment with customer journey insightsDevelop, coach, and lead team of customer experience managers and channel leads to drive digital marketing excellence and draw on best industry practices to enhance customer and channel experiencePartner with CRM / Tech Engagement lead to provide input into new technological solutions, and integrate these into the daily practicesProvide subject matter expertise on channel strategy to drive business adoption of new technology solutionsCollaborate with multi-functional partners across the enterprise (including Ecosystem Insights, Competitive Insights, Advanced Analytics and Business Insights) to understand what aspects of key channels drive toward an outstanding customer experienceHandle engagement with Agencies of Record and strategic external partnershipsEnsure high-impact communication through active facilitation and listening to drive toward organizational alignment among cross-functional teamsProvide good communication and presentation skills to facilitate complex meetings or situationsDevelop a culture and environment where digital professionals thrive, oversee the development of competency models, career paths, and onboarding and training programs for the individuals in the teamEnsure an environment that supports creativity and innovationStay abreast of market evolutions and dynamics regarding Roche’s position in industry and key customer channels, as well as market evolutions and dynamics impacting the digital communityWho You AreVisionary: You are a strong leader who has led people and teams through exponential change. You have the ability to provide vision to/influence others in this work. You inspire to strongly link digital transformation and innovation to customer engagement and impact.A flexible leader who is able to recognize shifts in the health and other relevant industries, enable innovation, and lead the digital transformation that keep patients at the center, and our business’s ability to deliver even better value to themArchitect: You enable people, structures and processes so that innovation can happen. Foster “shared purpose” among internal and external potential collaborators to deliver exponential digital customer engagement experience and value to customers.You are plugged in internally and externally, can influence, negotiate, and have credibility; are able to fully leverage the global network; can live in uncertainty and lack of structure; and are a connector.Catalyst: You are entrepreneurial, can mobilize and act (start-up mentality); strong strategic agility and decision making. You engage with the external and internal innovation community in order to find and curate new digital customer engagement approaches, tools, and external resources for evaluation and piloting within Roche.Coach: You inspire experimenting and provide a future-oriented atmosphere. You coach and educate teams on new potential digital customer engagement approaches to solve for opportunities and challenges.We are looking for the following key qualifications and experience:We seek an accomplished leader, with demonstrated success in leading teams and guiding the development and implementation of customer and channel-oriented innovative solutions. Specifically, they will possess the following:8 - 10 years of digital marketing experience, preferably inclusive of both healthcare and consumer goods industry experienceProven leadership experience in leading & managing digital engagement teams, or related functionsBachelor’s degree in a business or quantitative field, advanced degrees preferredStrong leadership skills: excellent team management, coaching and mentoring skills, superior planning, process and influencing skillsGood interpersonal skills to drive alignment among cross-functional and global teamsYou are someone who takes initiative and suggests ways to move forward. You are able to understand complex business process and influence business change. You are customer-centric and able to apply this approach to everything you do. You act from a whole system, enterprise perspective and you understand the big picture. You have impeccable ethics and integrity.You bring deep knowledge of digital marketing channels & techniques; digital content development & management; marketing automation; personalization; digital marketing technology tools and platforms; and digital collaboration / community platforms. Preferably, you bring a consistent record designing and implementing success measures for digital launches. You have a deep understanding of key issues for digital customer and channel experience across the pharmaceutical ecosystem.Periodic business travel expected as needed (0 – 25%).Are you ready to apply? We are looking for someone who thinks beyond the job offered - someone who knows that this position can be a rare springboard to many other opportunities at Roche.Roche embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Full time