Customer Engagement Chapter Lead - Oncology

F. Hoffmann-La Roche Gruppe; Remote; CAD 60,000 - 80,000; Full time

Job summary

A global healthcare company is seeking a Customer Engagement Chapter Lead for Oncology, responsible for developing top-tier customer experiences across Canada. The role demands a senior leader with over 15 years of industry experience, including 5 years in people leadership. Candidates should possess strong coaching abilities, a competitive mindset, and must be comfortable working in a matrixed environment. Proficient English is required, while French language skills are an asset. Remote work is not eligible for relocation.

Qualifications

• 15+ years of industry experience with increasing accountability.
• Minimum of 5 years experience in people leadership.
• Proficient in managing, mentoring, and coaching teams.

Responsibilities

• Recruit, engage and develop employees aligned with business needs.
• Assess and develop mindsets and technical capabilities.
• Provide ongoing coaching and training on performance objectives.

Skills

People leadership

Oncology experience

Customer experience

Sales management

Coaching and mentoring

Collaboration and networking

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. 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 Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and in the future. Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

“We are open to considering exceptional candidates located across Canada who possess the ideal combination of skills and leadership experience required for this senior People Leader role”.

Chapters are the “homes” of employees within Roche that represent technical & functional topics/expertise. Chapters are focused on skill sets and expertise development (capability building) for today and the future, including performance evaluation, coaching, mentoring and managing in order to enable those capabilities to be drawn upon within the organization. Chapters are characterized with the aim of developing and fostering collaborative, highly capable and driven colleagues that can deliver meaningful impact to patients and stakeholders in the pursuit of our vision.

The Opportunity:

As the Customer Engagement Chapter Lead for Oncology, you are an exceptional people leader with a competitive mindset to deliver best in class customer experience and commercial executional excellence. Your aim is to enable broader and faster patient access to our medicines and solutions. You are responsible for the upskilling of the people in your chapter through development, coaching and mentoring for capability, performance and account plan execution. You are ultimately responsible for developing and deploying our people and resources for maximum customer engagement and business impact, in alignment with, and in service of, the Squad (Therapeutic or Disease Areas Team).

The Chapter Lead (CL) will be accountable to:

• Recruiting, engaging and developing employees to bring out the best in everyone in strong alignment with business team/ Squad
• Understanding the different strengths and skills of every Chapter member in order to assess where they can best contribute to business needs
• Assessing and developing mindsets, behaviors and functional/technical capabilities for today and the future to have the greatest impact through structured and regular on the job (in field) coaching, mentoring and managing
• Providing ongoing coaching and training for the capabilities required for roles within the chapter, within the context of coaching to performance: setting objectives that employees are accountable to drive or deliver
• Building clarity on role and expectations, developing and updating SOPs or operating guides for roles with your chapter to ensure we work in an agile and compliant manner
• First line of defense on compliance matters and a steward of Roche’s reputation
• Clearly understanding and ensuring pull through of Squad LTOs (Long term outcomes), MTOs (Mid term outcomes) and STOs (Short term outcomes), staying close to business to evolve the resources and capabilities to have the right people in the right place at the right time to deliver organizational priorities
• Accountable for appropriate resource planning for squads to meet our current and future needs (based on our prioritization framework)
• Leveraging networks, working hand-in-hand with other Customer Engagement Chapters to find commonalities and shared purpose to build capabilities (across other chapters, other affiliates)
• Managing individual performance in lock‑step and continuous collaboration with Squad Lead to ensure both provide feedback and coaching to continuously develop our employees
• Rewarding and recognizing to create a team atmosphere of purpose and impact

Who you are:

• You are a senior leader with highly competitive mindset, and deep Oncology experience
• You possess 15+ years of industry experience with increasing accountability, and have a minimum of 5 years experience in people leadership, ideally in sales management
• You demonstrate experience and passion for customer experience and commercial field excellence and have strong business acumen with entrepreneurial and highly competitive mindset
• You demonstrated proficiency in managing, mentoring, coaching and empowering teams with proven track record of delivering resultsYou 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
• In this position, you will be servicing customers across Canada, therefore a proficient level of English is required and French is an asset
• You demonstrate experience in working with and leading a cross‑functional team with diverse competencies, skills and functional expertise
• In this position you must have at least 50% field presence and travel across Canada.

This position is not eligible for relocation.

Who we are

A 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.