Chapter Lead - Marketing & Customer Experience

Roche Singapore Pte Ltd; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A global healthcare leader in Singapore seeks a Chapter Lead for Marketing & Customer Experience. This pivotal role involves driving marketing strategies, integrating omnichannel engagement, and transforming insights into impactful customer experiences. Ideal candidates will have over 10 years of experience in healthcare and a passion for leading high-performing teams. Join to redefine patient engagement in the healthcare ecosystem.

Qualifications

• 10+ years in the pharmaceutical, biotech, or healthcare industry with a commercial track record.
• Ability to lead cross-functional teams and influence without formal authority.
• Strong experience in omnichannel marketing and customer insights.

Responsibilities

• Lead a high-performing chapter across Marketing, CX, and Insights.
• Drive portfolio prioritization and integrated marketing planning.
• Define and lead customer experience capabilities and roadmap.

Skills

Customer Insight

Omnichannel Marketing

Data Analysis

Leadership

Cross-functional Collaboration

Education

Bachelor’s degree in Business, Life Sciences, or related field

Advanced degree (MBA, MPH, MSc) preferred

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 Opportunity

As the Chapter Lead for Marketing & Customer Experience you will be a key architect of Roche Singapore’s commercial ambition — shaping the strategy, execution, and evolution of how we create value across our therapeutic portfolio. You will lead a high-performing chapter that integrates marketing, omnichannel engagement, and data-driven insights to drive differentiated customer experiences, accelerate launch excellence, and optimize performance across the lifecycle.

Your chapter will serve as a strategic enabler and co-creator with cross-functional chapters, and the broader Roche network — embedding insight-informed strategies and omnichannel fluency into every touchpoint. You will also act as a bridge between local needs and enterprise capabilities, contributing to and drawing from regional and global networks to ensure Roche Singapore remains future-ready, ecosystem-connected, and outcome-focused.

Together with your team, you will redefine how marketing and engagement unlock shared value for patients, customers, and the broader healthcare system.

As the Chapter Lead of Marketing & Customer Experience, you are responsible for:

Chapter Leadership & Capability Development

• Lead, coach, and develop a high-performing chapter across Marketing, CX, and Insights disciplines

• Promote a High Performing Organization culture that cultivates experimentation, collaboration, and learning

• Champion Roche’s leadership commitments and agile ways of working

• Role model VACC behaviors (Visionary, Architect, Coach, Catalyst) and empower self-organizing teams

Strategic Disease Area & Portfolio Leadership

• Lead the development and execution of disease area, portfolio, and launch strategies across the product lifecycle in alignment with Roche’s vision and affiliate goals

• Drive portfolio prioritization and integrated marketing planning, in partnership with Disease Area Squads

• Ensure Roche’s value propositions, positioning, and messaging are consistently translated into impactful go-to-market plans

• Drive commercial innovation that blends scientific leadership, customer engagement, and digital enablement

Omnichannel Engagement & Customer Experience

• Define and lead the customer experience capabilities and roadmap, informed by data, customer journeys, and market dynamics

• Champion the execution of omnichannel engagement, ensuring the right message reaches the right customer through the right channel at the right time and eventually leading to patient impact and business outcomes

• Oversee development of content and channel strategies, integrating face-to-face and digital touchpoints into a seamless customer journey

• Enable Disease Area Squads and PJPs to adopt agile, customer-centric campaign approaches with strong performance tracking

Business Insights & Analytics

• Lead the generation, integration, and application of insights across market research, customer analytics, success signals, digital engagement data, and business financials

• Embed a closed-loop measurement framework to link strategic decisions and tactical execution to business outcomes and patient impact

• Build and evolve the chapter’s capabilities in data storytelling, customer segmentation, and insight-driven decision-making

• Shape the affiliate’s insight roadmap in collaboration with APAC and global partners

Cross-Functional & Ecosystem Collaboration

• Act as a strategic integrator and co-creator with Medical, Access, and Ecosystem & Partnership chapters

• Contribute to and influence Disease Area Squad strategies, working in partnership with Squad Leads and cross-functional colleagues

• Represent Roche Singapore in regional and global networks, ensuring local tactics leverage enterprise capabilities and contribute back to the network, including but not limited to Global Product Strategy, Customer Experience, and Pharma International Networks

• Foster strategic partnerships with ecosystem players (e.g., health systems, policy influencers, patient groups) to inform commercial and engagement strategies

Business Accountability & Leadership

• Contribute to affiliate P&L through strategic marketing and engagement initiatives that drive brand performance and sustainable growth

• Make data-informed resource allocation and prioritization decisions to maximize value

• Track and report on performance metrics tied to business, engagement, and ecosystem impact

• Support business planning cycles, including integrated brand planning, budget management, and scenario modeling

Who You Are

You are a:

• Customer & Insight-Driven Collaborator

  Grounds every initiative in a deep understanding of patient journeys, HCP needs, and evolving market realities. Turns insights into actionable marketing and engagement strategies that resonate and drive shared value.

• Enterprise & System Thinker

  Thinks beyond brand or function to align with broader affiliate priorities and ecosystem health. Understands how decisions impact other parts of the organization and contributes to a cohesive customer experience strategy across teams.

• Agile Executor & Outcome Owner

  Takes ownership of delivering results that matter — for patients, customers, and the business. Navigates complexity with curiosity, adjusts with speed, and embraces a mindset of learning and continuous improvement.

• Omnichannel & Experience Architect

  Designs seamless customer journeys by integrating physical and digital touchpoints. Brings clarity and creativity to omnichannel engagement, ensuring relevance and resonance across every stakeholder interaction.

• Connector & Co-Creator

  Builds strong, trust-based relationships with cross-functional partners including Medical, Access, Informatics, and PJPs. Acts as a bridge between strategic intent and execution, bringing people together to co-create high-impact solutions.

• <>Insight Integrator & Storyteller

  Synthesizes data and qualitative insights into compelling narratives that guide decision-making. Moves others to action by turning complexity into clarity, and insights into momentum.

• Growth-Oriented Team Player

  Thrives in a culture of feedback, collaboration, and shared accountability. Seeks continuous personal and team development. Shows humility, courage, and integrity in the face of ambiguity or challenge.

• Coach & Culture Builder

  Acts as a multiplier for talent — cultivating inclusive, high-performing teams grounded in feedback, purpose, and mutual accountability. Embeds psychological safety and growth mindset into everyday practices.

Experience & Qualifications

• 10+ years of experience in the pharmaceutical, biotech, or healthcare industry, with a track record in commercial leadership, customer engagement, and insights

• Proven ability to lead cross-functional teams and influence without authority

• Strong experience in omnichannel marketing, customer insights, and brand/launch planning

• Deep understanding of the Singapore healthcare system, ecosystem stakeholders, and policy dynamics

• Bachelor’s degree in Business, Life Sciences, or related field; advanced degree (MBA, MPH, MSc) preferred

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.