Customer Engagement Lead

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The PositionAt Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The OpportunityA dedicated people leader at the heart of our field organisation Roche is a company with a 125 year history and our ongoing success is based on our strong focus on delivering meaningful value for our customers and society, and we will need to evolve our offering and approach in order to do so. Mission and responsibilitiesAs Customer Engagement Lead, you are a dedicated people leader for our Patient Journey Partners (PJPs), accountable for their development, performance and wellbeing. Working as a peer partner to Squad Lead(s), you bridge disease area strategy and field execution, coaching and empowering PJPs to deliver high-quality, insight-led engagement across the ecosystem. By cultivating an agile, VACC-led team culture and driving field effectiveness, you ensure that every external interaction reflects Roche's commitment to delivering better outcomes for patients. Reporting to the Head of Commercial and working in close alignment with the Squad Lead(s), your key responsibilities will include: People Leadership & Coaching of PJPs Direct line manager for PJPs, accountable for performance management, individual development, and team wellbeing. Coaches PJPs through the VACC model, conducting regular field visits and coaching conversations to continuously elevate stakeholder engagement quality. Identifies capability gaps and drives targeted development interventions in partnership with relevant internal stakeholders. Customer Engagement Excellence Sets and upholds the standard for insight-led customer engagement, ensuring stakeholders experience a consistent and differentiated interaction with Roche. Partners with Squad Lead(s) to translate disease area strategy into clear field engagement priorities for PJPs. Champions a culture of insight-sharing, ensuring field learnings are captured and fed back into squad planning cycles. Field Effectiveness & Operational Oversight Monitors field activity, engagement quality and outcome delivery, identifying opportunities to optimise performance and resource use. Ensures appropriate territory coverage, stakeholder prioritisation and ethical promotional practices are maintained at all times. Leverages digital tools and data platforms to surface insights, support evidence-based decision-making, and ensure PJPs are equipped with the right expertise and resources. This role is primarily field-based, with regular office presence to support internal planning and cross-functional collaboration. Who are youYou are an exceptional people leader with a proven ability to motivate and grow field-based teams, and a deep understanding of the customer engagement model and patient journey across defined disease areas. You bring advanced systems thinking, connecting field insights to squad strategy and broader ecosystem dynamics, and you are an effective peer partner to Squad Lead(s), with strong cross-functional collaboration and senior stakeholder engagement skills. In addition, you bring the following skills & experience: Significant experience in a field-based commercial or medical affairs role within the pharmaceutical or healthcare industry. Proven track record of people management and team leadership, with measurable impact on individual and collective performance. Strong understanding of the Irish healthcare ecosystem. Experience working in agile, cross-functional or matrix environments, with the ability to build trusted relationships across diverse stakeholder groups. Familiarity with outcomes-based planning cycles, retrospectives and the VACC leadership model. Ability to leverage digital tools to drive field effectiveness is strongly desired. Fluent in English. University degree (scientific, economic or business). An advanced degree in Life Science and/or MBA is a plus. Full clean driving licence. You take personal responsibility for maintaining high ethical standards and operating in compliance with local and global Roche policies, including the Roche Group Code of Conduct, Quality Management System and the IPHA Code of Practice for the Pharmaceutical Industry. Who we areA healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer.