Omnichannel Experience Lead

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

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.