Omnichannel Customer Experience Partner (Rare Disease/Hematology)

Roche; Subang Jaya; On-site; MYR 120,000 - 240,000; Full time

Job summary

Roche is seeking an Omnichannel Customer Experience Partner to lead marketing strategy, blending traditional and digital channels to deliver a seamless customer experience. You will shape portfolio strategy, own outcomes with agile teams, and collaborate across borders within APAC to scale country results.

The role emphasizes compliant, ethical marketing practices, data-driven decision making, and close work with Access and other teams to maximize patient impact.

Qualifications

• Bachelor degree in marketing, science, technology, digital, economics or business.
• Proven knowledge and skills in Marketing, including Digital Marketing and omni‑channel strategies.
• In‑depth knowledge of digital marketing channels, strategies and best practices.
• Proficiency with digital marketing tools, analytics platforms, and content management systems.
• Significant experience in a commercial/marketing role, preferably in healthcare/pharma.
• Strong customer-facing experience with local market understanding.
• Proven effective leadership in cross‑functional teams.

Responsibilities

• Co‑own and pursue outcomes with self‑organized teams in an agile environment.
• Contribute expertise in digital marketing and product strategy to create cohesive customer experiences.
• Lead marketing efforts, including market analysis and research for traditional and digital channels.
• Define and implement customer segmentation across all channels.
• Manage campaigns leveraging traditional and digital engagement methods for maximum reach.
• Collaborate with stakeholders to identify insights aligned to outcomes and optimize customer experience.
• Establish KPIs to measure effectiveness of integrated campaigns.
• Ensure compliance with SOPs, PHARMA Code of Conduct and related guidelines.
• Support access initiatives and advocacy coordination for patient outcomes.
• Perform other duties as required by the business.

Skills

Marketing

Digital Marketing

Omni-channel marketing

Data analytics

CMS

Analytics tools

Leadership

Education

Bachelor degree

Tools

CMS

Analytics platforms

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

As an Omnichannel Customer Experience Partner, you will act as an expert in marketing, digital marketing, and strategy, while providing integrated systems thinking and leadership. Your responsibilities include developing, owning, and jointly implementing team outcomes with pod members, co‑defining portfolio strategy, and leading or contributing to related work packages and initiatives. In terms of Omnichannel capabilities, you are expected to serve as a powerful lever to deliver a seamless customer experience across face‑to‑face and digital channels, having demonstrated experience in creating and delivering Omnichannel campaigns that blend our “traditional” activities with digital touchpoints in an orchestrated way, with a focus on effective messaging, customer satisfaction, speed, and cost‑effectiveness. Although hired into a country affiliate, this role requires you to be part of an APAC collaboration, working across borders to realize and scale country outcomes by contributing to virtual, cross‑border, cross‑functional work package teams. Roche expects all employees to hold high standards of compliance with both external and internal policies and regulations and actively participate in SHE initiatives within the Company.

Key Responsibilities

• Co‑own and pursue outcomes alongside assigned, empowered self‑organized teams (such as pods and work package teams) in an agile work environment with a fluid resourcing model (i.e., assignment to one or more teams that can change over time, contribution to work packages on local and international level)
• Contribute expertise in digital marketing and product strategy development to create a cohesive customer experience across all touchpoints
• Lead comprehensive marketing efforts, including market analysis and market research that informs both traditional and digital channels.
• Define and implement customer segmentation strategies that operate seamlessly across all channels.
• Manage campaigns that leverage both traditional and digital engagement methods for maximum reach
• Collaborate with PPOCs (eg. PJPs) and relevant stakeholders to identify and analyze insights aligned to outcome defined by the Disease Area team, owning the space relating to EpicX and relevant qualitative & quantitative insights to optimize the overall customer experience
• Establish KPIs that measure the effectiveness and performance of integrated campaigns across all platforms.
• Ensure all business activities within the ecosystem comply with relevant company SOPs, PHARMA Code of Conduct, iFPMA, Symphony (and of equivalence) and are of high ethical standard
• Work closely with subject matter experts for Access and other team members on outcomes and initiatives aiming to increase access for patients to our medicines and other healthcare solutions, including coordination and support of advocacy building as well as listing and funding initiatives.
• Any other duties that may be assigned from time as required by the business

Skills, Qualifications And Experience

• Bachelor degree (marketing, scientific, technical, digital, economic or business degree)
• Proven knowledge and skills in Marketing, including Digital Marketing (digital transformation, omni‑channel marketing, content marketing, data analytics)
• In‑depth knowledge of digital marketing channels, strategies, and best practices
• Proficiency in utilizing digital marketing tools, analytics platforms, and content management systems
• Significant experience in a commercial/marketing role, preferably in the pharmaceutical/healthcare industry
• Significant customer‑facing experience, ideally in healthcare, preferably with strong local market understanding
• Proven effective leadership in cross‑functional teams

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.