Solutions Owner, Customer Engagement & CRM

Roche; Welwyn; On-site; GBP 90,000 - 120,000; Full time

Job summary

Roche in the United Kingdom seeks a Solutions Owner for Customer Engagement & CRM to own the end-to-end CRM strategy and UK operations. You’ll bridge global platform design with local execution and act as the UK CRM expert guiding adoption and incident resolution.

Leading the launch of the new CRM in 2027, you will influence global roadmaps while promoting AI-driven improvements and ensuring data integrity across teams, including Marketing, Medical Affairs and Field forces.

Qualifications

• Hands-on experience in the backend of life-sciences CRM platforms.
• Experience managing complex territory alignments and field-force structures in a CRM.
• Ability to move from strategic discussions to technical sessions without losing business context.
• Ability to advocate for local technical needs within global organizations.

Responsibilities

• Advocate as the primary CRM voice within the UK affiliate.
• Diagnose and troubleshoot CRM issues independently.
• Coordinate with global teams to ensure continuous CRM availability.
• Influence the global product roadmap as the UK SME for CRM.
• Lead AI integrations within the CRM to improve user experience and performance.
• Collaborate with Marketing, Medical Affairs and Field teams to define requirements.
• Mentor colleagues and oversee governance for data integrity and industry codes.

Skills

CRM backend

Data schemas

System architecture

Strategic to tactical

Tools

Veeva CRM

Salesforce

IQVIA OneKey

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

The Solutions Owner for Customer Engagement & CRM is responsible for the end-to-end integrity and strategic effectiveness of the UK's CRM ecosystem. You are the vital bridge between global platform design and local tactical execution, and the UK's expert voice on CRM. You are both a technical expert and a change agent.

While a central global team manages the core infrastructure, you serve as the UK's subject-matter expert, influencing global builds, driving adoption and acting as the hands-on escalation point for diagnosing and resolving issues. You will be the pivotal lead for the launch of our new CRM in 2027, guiding the affiliate to evolve its mindset and operational approach, not just its technology. A separate Data team handles management of the underlying data lake.

The Opportunity:

Your focus is to keep the CRM optimised, reliable and genuinely valued by the teams who depend on it.

• You serve as the primary advocate and face of the CRM within the UK affiliate.
• You maintain deep knowledge of system architecture to diagnose and troubleshoot issues independently.
• You partner with global and central support teams to orchestrate resolutions and ensure continuous availability.
• You act as the UK lead subject-matter expert influencing the global product roadmap.
• You leverage and promote AI integrations within the CRM to improve user experience and performance.
• You partner Marketers, Medical Affairs and Field teams to define requirements and maximise their use of the system.
• You lead upskilling and mentorship, and oversee governance for data integrity and industry codes.

Who you are:

• You bring deep, hands-on experience in the backend of life-sciences CRM platforms, including data schemas, logic flows and configuration.
• You have proven experience managing complex territory alignments and field-force structures within a CRM.
• You can move from a strategic conversation to a technical session on system logic without losing commercial context.
• You navigate global organisations to advocate for local technical needs.
• You are happy to be strategic and ready to be tactical, comfortable doing admin work when the business needs it.

Preferred:

• Experience with Veeva CRM.
• Deep understanding of the IQVIA OneKey dataset and its use in CRM ecosystems.
• Experience of global-to-local software release management.
• Experience with Salesforce.

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.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Roche Products Ltd. At Roche Products we believe diversity drives innovation and we are committed to building a diverse and flexible working environment. All qualified applicants will receive consideration for employment without regard to race, religion or belief, sex, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, disability or age. We recognise the importance of flexible working and will review all applicants’ requests with care. At Roche difference is valued and we are proud to be an equal opportunity employer where you are encouraged to bring your whole self to work.