Customer Engagement Chapter Lead - Neuro-Immunology (Multiple Sclerosis)

Roche; Mississauga; Remote; CAD 120,000 - 160,000; Full time

Job summary

A global healthcare company seeks a Customer Engagement Chapter Lead for Neuro-Immunology in Canada. The role demands expertise in people leadership, customer experience excellence, and a competitive mindset. Responsibilities include coaching and developing staff, embedding compliance, and ensuring resource planning. Candidates must have 15+ years of industry experience and be prepared for 50% field presence and travel across Canada.

Qualifications

• 15+ years of industry experience with increasing accountability.
• Minimum of 7 years experience in people leadership.
• Ability to manage performance and provide coaching.

Responsibilities

• Recruiting, engaging, and developing employees.
• Assessing strengths and skills of chapter members.
• Providing ongoing coaching and training.

Skills

People leadership experience

Customer Experience excellence

Strong business acumen

Collaboration skills

Communication skills

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.

Title: Customer Engagement Chapter Lead - Neuro-Immunology (Multiple Sclerosis)

Department: Customer Experience and Commercial Operations Division

Location: Field-based (Candidates can be based anywhere in Canada, ideally in ON or QC)

Chapters are the homes of employees within Roche that represent technical and functional topics/expertise. Chapters are focused on skill sets and expertise development for today and the future, performance evaluation, and coaching, mentoring, and managing to enable those capabilities to be drawn upon within the organization.

The Opportunity:

As the Customer Engagement Chapter Lead for Neuro-Immunology (Multiple Sclerosis), you are an exceptional people leader with a competitive mindset to deliver best-in-class Customer Experience and Commercial execution excellence. You are responsible for the upskilling of the people in your chapter through development, coaching, and mentoring for capability, performance, and account plan execution, for exceptional customer experience.

Key Responsibilities:

• Recruiting, engaging, and developing employees to bring out the best in everyone in strong alignment with business areas/Squads.
• Understanding the different strengths and skills of every Chapter member to assess where they can best contribute to business needs.
• Assessing and developing mindsets, behaviors, and functional/technical expertise capabilities for today and the future.
• Providing ongoing coaching and training for the capabilities required for roles within the chapter.
• Building clarity on role and expectations, developing and updating SOPs or operating guides for roles within each chapter.
• First line of defense on compliance matters and a steward of Roche’s reputation.
• Clearly understanding and integrating Squad LTOs, MTOs, and STOs, staying close to business to evolve the resources and capabilities.
• Accountable for appropriate resource planning for squads to meet our current and future needs.
• Leveraging networks, working hand-in-hand with other Customer Engagement Chapters to find commonalities and shared purpose.
• Managing individual performance in lock-step and continuous collaboration with Squad Lead.
• Rewarding and recognizing to create a team atmosphere of purpose and impact.

Who you are:

• You are a senior leader with a highly competitive mindset and people leadership experience.
• You possess 15+ years of Industry experience with increasing accountability and have a minimum of 7 years experience in people leadership.
• You demonstrate experience and passion for Customer Experience and Commercial field excellence.
• You have strong business acumen with an entrepreneurial and highly competitive mindset.
• You demonstrate strong collaboration and networking skills locally and globally.
• You have great communication and influencing skills to operate in a matrix environment with strength in leading with ambiguity.
• You must have at least 50% field presence and travel across Canada.