Customer Engagement Lead

Job Overview

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 personally and professionally. Join Roche, where every voice matters.

The Opportunity

As a dedicated people leader in our field organization, you will serve as the Customer Engagement Lead for our Patient Journey Partners (PJPs). You will be accountable for their development, performance, and wellbeing, bridging disease area strategy and field execution, and coaching PJPs to deliver high quality, insight led engagement across the ecosystem.

Mission and Responsibilities

• People Leadership & Coaching of PJPs - direct line manager, performance management, individual development, and team wellbeing.
• Coach PJPs through the VACC model, conducting regular field visits and coaching conversations to continuously elevate stakeholder engagement quality.
• Identify capability gaps and drive targeted development interventions in partnership with relevant internal stakeholders.
• Set and uphold the standard for insight led customer engagement, ensuring stakeholders experience a consistent and differentiated interaction with Roche.
• Translate disease area strategy into clear field engagement priorities for PJPs.
• Champion a culture of insight sharing, ensuring field learnings are captured and fed back into squad planning cycles.
• Monitor field activity, engagement quality and outcome delivery, identifying opportunities to optimise performance and resource use.
• Ensure appropriate territory coverage, stakeholder prioritisation and ethical promotional practices are maintained at all times.
• Leverage digital tools and data platforms to surface insights, support evidence based decision making, and equip PJPs with the right expertise and resources.
• Maintain a primarily field based role with regular office presence for internal planning and cross functional collaboration.

Who are you

You are an exceptional people leader with a proven ability to motivate and grow field based teams, and deep understanding of the customer engagement model and patient journey across defined disease areas. You excel at linking field insights to squad strategy and broader ecosystem dynamics, act as an effective peer partner to Squad Lead(s), and possess strong cross functional collaboration and senior stakeholder engagement skills.

• 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, 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 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.

Legal and Equal Opportunity Statement

Roche is an Equal Opportunity Employer. We are committed to scientific rigor, unassailable ethics, and access to medical innovations for all.