Customer Engagement Lead

Job Title Overview

Roche is inviting a Customer Engagement Lead to drive people leadership and customer engagement excellence within our Patient Journey Partners (PJPs) team. The role blends people management with field execution, ensuring that stakeholders experience a consistent and differentiated interaction with Roche.

Mission and Responsibilities

• 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 implements targeted development interventions in partnership with relevant internal stakeholders.
• Sets and maintains the standard for insight led customer engagement, ensuring stakeholders experience a consistent and differentiated interaction with Roche.
• Works with Squad Leads to translate disease area strategy into clear field engagement priorities for PJPs.
• Champions a culture of insight sharing, capturing field learnings and feeding them back into squad planning cycles.
• 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 equip PJPs with the right expertise and resources.
• Works primarily in the field with regular office presence to support internal planning and cross functional collaboration.

Qualifications and 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 and building 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.
• Fluent in English.
• University degree in a scientific, economic or business discipline; an advanced degree in Life Science and/or an MBA is a plus.
• Full clean driving licence.
• Commitment to maintaining high ethical standards 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 Pha.