Website Roche
Founded in 1896 in Basel, Switzerland, as one of the first industrial manufacturers of branded medicines, Roche has grown into the world’s largest biotechnology company and the global leader in in-vitro diagnostics. The company pursues scientific excellence to discover and develop medicines and diagnostics for improving and saving the lives of people around the world. We are a pioneer in personalised healthcare and want to further transform how healthcare is delivered to have an even greater impact. To provide the best care for each person we partner with many stakeholders and combine our strengths in Diagnostics and Pharma with data insights from the clinical practice.
Channel & Content Partner (2 FTE across Middle East)
The Position
Important notes
In total we will be hiring 2 FTE. The successful candidates will be hired in the same country/location where the candidate is residing.
Our Vision
Our vision is to make CX as transformative as our science and be known for consistently creating seamless customer experiences that are as innovative and impactful as our medicines.
This is why we are evolving the Middle East Omnichannel team – to make this a reality by integrating digital and face-to-face interactions seamlessly and allowing us to rapidly identify priorities to engage our customers and establish leadership in the prioritized therapeutic areas.
Purpose
As the Channel and Content Partner, you play a key strategic role in the Middle East’s omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You will be responsible for developing the Middle East channel strategy and roadmap in alignment with the DCE&I Global channels strategy and roadmap and act as a representative of the region to input into the Global DCE&I channel roadmap to ensure continuous evolution of core channels and technology in line with affiliate needs.
You will be responsible to develop tailored content according to the Disease area strategy and persona that will be targeted. You will also advise on the optimal omnichannel mix within the therapeutic area (TA) omnichannel strategies and be the final accountable for channel governance in the region, ensuring the oversight of high channel standards, best practice implementation, measuring ongoing channel performance, maintaining an on up to date overview of channels in the region and a clear view of the technology being used to power those channels.
You will be reporting directly to the Middle East Customer Experience and Omnichannel Engagement Lead and partnering with various members of the Middle East Network Team and global (The Lab) to ensure appropriate channels, and content within those channels, are leveraged within the TA strategy to achieve the intended business outcomes.
Challenges
Understand the Roche Middle East omnichannel ecosystem and map the integration of channels and platforms to develop a channel strategy and roadmap for the region
Grow and enhance Roche’s omnichannel ecosystem by identifying new channels based on evolving customer engagement preferences and encourage the region to pilot MVP projects to discover new channels, test their effectiveness and share learnings across the region
Create impactful content for the Personas identified by Disease Area
Be accountable for the governance of channels in the region, ensuring the oversight of high channel standards, measuring ongoing channel performance, maintaining an on up to date overview of channels in the region and a clear view of the technology being used to power those channels
Partner closely with Global Channel and Content Teams (The Lab) to localize Global channel strategies and ensure to consult with Affiliate teams to take into consideration local requirements and processes within the strategy design while also being responsible for input into the Global channel roadmap on behalf of the region
Partner with analytics leads to provide context and brand input on monthly and biannual measurement of promotional performance
Become a trusted partner to Global teams by creating two-way communication with the Middle East and frequently sharing regional and local needs and feedback
Collaborate with the Middle East Network Leads to set and measure key channel KPIs and analyze channel performance and effectiveness to optimize the channel strategy and provide recommendations on channel selection
Manage and update independent medication websites in addition to manage and launch new websites in anticipation of new product launches on Middle East level
Manage and comply with any regulatory requirements related to the above activities
Who You Are
Experience & Qualifications
Bachelor degree (scientific, technical, digital, economic or business degree). An advanced degree in Life sciences and/ or MBA is a plus
Confirmed experience in planning and delivering integrated omnichannel strategies, campaigns and programs with specific technical expertise and analytics experience, hands-on knowledge of social media, online advertising, web, SEO/SEM, mobile, chat, and email channels as well as experience in f2f customer events, customer service environments and sales channels.
Experience in leading cross-functional projects
Proven experience managing and maximizing effectiveness of external agencies
Experience with customer engagement and customer facing is a plus
Skills & Competencies
You are a visionary leader who uses strategic approaches to identify new channels to enhance Roche’s omnichannel ecosystem based on evolving customer engagement preferences
You navigate people, structures and processes by looking outward and forward when designing the channel strategy
You foster connections across the network to align on channels and remove roadblocks to react quickly on evolving business and customer needs
You motivate teams to to build skills and mindsets they need to succeed in an networked environment
In addition, the following skills will make you successful in your position and career development at Roche
Collaborative Network Ways of Working
Be aware of the Global Best practice and learning and “steal with pride” attitude
Remote Engagement
Digital Literacy
Risk Taking & Experimentation
Outcomes Based Planning
Customer Centricity
Content Strategy
Mobile
Online Advertising
SEO
Chat
Social Media (Events, customer service, f2f)
Web
Omnichannel Strategy
Performance Analytics
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.
To apply for this job please visit careers.roche.com.