Customer Experience Manager (15 months contract)

Roche; Oslo; Hybrid; NOK 780,000 - 1,020,000; Full time

Benefits offered by this job

Insurance and pension

Public transport allowance

Home office 2 days/week

Office in Brynseng, Oslo

Company sports team

Job summary

Roche Diagnostics Norway is seeking a Customer Experience Manager on a 15-month temporary basis with the possibility of extension. The role centers on delivering an outstanding customer experience and acting as the Roche ambassador to partners in pathology laboratories.

You will design and drive commercial strategies, manage the full sales cycle, and collaborate with service, application, and marketing teams to ensure customer satisfaction, with a hybrid work model in Oslo.

Qualifications

• Education: Higher scientific education (biomedical laboratory scientist, bachelor, master). Experience with pathology laboratories is a plus.
• Documented results from sales and customer-oriented work, ideally towards the Norwegian healthcare sector.
• Good business acumen with a results focus.
• Natural relationship builder, thrives in dialogue with people.
• Proactive, structured and independent, but values teamwork.
• Strong oral and written skills in Norwegian and English; good presentation skills.
• Good general IT understanding and comfortable using IT tools.

Responsibilities

• Serve as the customer’s main point of contact and act as a trusted ambassador for Roche.
• Take full ownership of the sales process for assigned laboratories from identifying opportunities to closing deals.
• Build and maintain long-term relationships with customers and position Roche as a value-creating partner.
• Identify current and future customer needs and translate them into business opportunities.
• Collaborate with internal teams (service, application, marketing) to deliver optimal solutions.
• Prepare competitive offers, participate in tender processes, and manage contract follow-ups.
• Plan and implement customer engagement activities aligned with Roche’s strategies.

Skills

Customer relationship management

Sales experience

Strategic thinking

Proactive & structured

Teamwork

Norwegian & English communication

IT skills

Education

Biomedical laboratory scientist

Bachelor's degree

Master's degree

Tools

CRM software

Tender management

MS Office

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

Join us in shaping the future of patient diagnostics and treatment!

Roche Diagnostics Norway is looking for an engaged Customer Experience Manager (15 month temporary position with possibility of extension).

As Customer Experience Manager, your primary focus will be to ensure an outstanding customer experience. You will be the link between Roche and our partners, and responsible for meeting their expectations and needs throughout the customer journey.

You will play a central role in designing and implementing commercial strategies and activities aimed at pathology laboratories. The product portfolio you will be responsible for includes market-leading diagnostic tests, instruments, and digital solutions. You will be part of an inspiring team in a pleasant and supportive environment, where engaged colleagues want you to succeed.

The Opportunity

• Serve as the customer’s main point of contact and act as a trusted ambassador for Roche
• Take full ownership of the sales process for assigned laboratories — from identifying opportunities to closing deals
• Build and maintain strong, long-term relationships with customers, ensuring they perceive Roche as a reliable and value-creating partner
• Proactively identify current and future customer needs and translate them into business opportunities
• Collaborate closely with internal teams (e.g., service, application, marketing) to deliver optimal solutions and customer satisfaction
• Prepare competitive offers, actively participate in tender processes, and manage contract follow-up, including renewals and renegotiations
• Plan and implement customer engagement activities in alignment with Roche’s strategies and commercial objectives

Who You Are

We are looking for an engaged, results-oriented, and strategically thinking person with a genuine interest in customer relations and sales.

Qualifications and background

• Education: Higher scientific education (biomedical laboratory scientist, bachelor, master), preferably with experience from laboratory operations. Experience with pathology laboratories is a plus
• Experience: Documented results from sales and customer-oriented work, ideally towards the Norwegian healthcare sector
• Commercial understanding: Good business acumen and focus on results
• Relationship builder: You are a natural relationship builder, thrive in dialogue with people, and are comfortable spending time with customers
• Work style: You are proactive, structured, and independent, but also value teamwork
• Communication: Strong oral and written skills in both Norwegian and English, as well as good presentation skills
• IT competence: Good general IT understanding and comfortable navigating and effectively using various IT tools

Roche can offer you

We are proud to be a market leader and offer you an exciting and challenging role in a dynamic company.

• Work environment: A good work environment characterized by dedicated, enthusiastic, and skilled colleagues. We emphasize flexibility and a strong performance culture
• Development: Good opportunities to influence your own work situation and professional development
• Conditions: Competitive salary conditions, the market's best insurance and pension schemes, as well as support for public transport/car allowance
• Location: Attractive, modern office premises centrally located at Brynseng in Oslo, with the possibility of working from home 2 days a week
• Social: Active company sports team with varied activities

Reporting: Customer Experience Manager Pathology reports to Sales Lead Molecular & Pathology.

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.