Head of Customer Engagement and Healthcare Solutions

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.

We are Roche

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.

Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

Job Mission

As the Head of Customer Engagement and Healthcare Solutions, for Roche Pharma Egypt affiliate, you will play a key leadership role in driving our vision of delivering value through excellence in customer engagement & providing unique healthcare solutions by enabling a smooth customer experience.

You will lead all customer-facing teams and roles across the organization to ensure a seamless, high-impact customer experience while delivering on our financial, strategic, and portfolio goals.

This is a dynamic and high-visibility position where you will shape customer engagement strategy, enhance commercial capabilities, and foster a culture of collaboration, innovation, and continuous learning across the organization.

As the Head of Customer Engagement and Healthcare Solutions, you will report directly to the General Manager and play a pivotal role as a key member of the Executive Enabling Team. In this role, you will lead a team of 5 to 6 Senior Managers, each responsible for driving the customer-facing organization.

Your Impact

Executive Leadership & Strategic Contribution

• Serve as an executive leader within the Enabling Team, actively contributing to enterprise-level strategy and decision-making.

• Co-lead the development of a compelling, inclusive affiliate strategy—grounded in cross-functional input and aligned with the company’s long-term mission and ambition.

• Role-model enterprise leadership by balancing functional priorities with broader organizational impact.

• Maintain and strengthen the affiliate’s culture through continuous employee listening and engagement sensing, helping to prioritize and embed key behaviors.

• Foster a culture of accountability, inclusivity, and continuous improvement within the Enabling Team and across the organization.

Customer Engagement Strategy

• Define and lead the overall customer engagement strategy in alignment with brand, portfolio, and corporate objectives, ensuring a unified customer centric approach to our stakeholder engagement and value delivery.

• Serve as a key advocate for the customer perspective within the organization, ensuring insights from the field inform portfolio strategy, brand planning, and decision-making.

Customer facing organization leadership and customer facing roles Mastery

• Define, lead and enable the PPoC Lead, Business Value Lead & the Customer facing roles within the Customer engagement chapter to co-create patient- and system-centric solutions across multiple disease areas.

• Support and coach PJPs in ensuring seamless external engagements across all critical channels.

• Build a diverse, high-performing, and purpose-driven chapter culture, focused on triple-win outcomes, inclusion, and agile experimentation through serving as a coach and mentor, enabling capability building and professional growth across your chapter.

• Co-create and sustain the different CX facing roles; ie, clear segregation of accountabilities; job purpose and mission.

Integrated Customer Experience Strategy

• Set and drive the multiple customer facing teams to deliver a seamless, integrated customer experience by partnering closely with the digital engagement network and other enabling roles.

• Embed a unified engagement vision while empowering the teams to implement strategic business priorities with a customer experience philosophy principles and take the necessary measures or steps accordingly.

• Collaborate with the Head of Transformation and Commercial Excellence as a creative and inclusive leader in designing future-fit field teams with the right mix of skills, mindsets, and capabilities to succeed in a complex, evolving healthcare environment.

• As a VACC leader, design the roles, pull in the necessary resources and investments, escalate any current bottlenecks, enabling accelerated DA strategy realization with excellence.

Skill based resourcing & People

• Strategize the overall people resourcing models across all customer facing Pods/teams through setting high performance standards for all individual team members, aligning individual development plans with overall pod outcomes, strategic priorities, and compliance expectations.

• In liaison with the Integrated Head of Integrated Portfolio Strategy, accountable to envision the future resources together with the future skills and capabilities set, where the strategic business outcomes are realized through a competent, ready in place team.

License to Operate

• Ensure integrity, compliance and maintain our license to operate in any external engagements, partnerships, collaborations, interfaces, decisions, negotiations, and contracting in Egypt.

• Ensure that the function proactively engages with internal compliance and legal resources to ensure full compliance before taking action and/or committing Roche to activities externally.
  
  

Who You Are

• Educational Background: You hold a bachelor degree in Life Sciences, Business, or a related field; advanced, post graduate degrees (MBA, PharmD, etc.) are a strong plus.

• Experience: You bring 13–15 years of progressive experience in the pharmaceutical or healthcare industry, with a strong track record in strategic sales, business development, or commercial leadership. A minimum of 2–3 years serving as a member of an executive leadership team is essential. Fluency in English is considered a strong asset.

• Customer-Centricity & Change Management: You have depth & wealth of expertise in customer experience strategies, with an ability to translate evolving customer needs into globally aligned, locally relevant strategies that drive performance.

• Creative Leadership: You are an authentic, resilient leader, in which you demonstrate visionary & long term aspirations, anticipating future trends to proactively enable an agile business & empowered organizational models that creates meaningful impact.

• Inspiring & Influencing: You are skilled in leading and inspiring cross-functional field teams, networking & connecting with the wider enterprise. Influencing an inclusive, learning & value-driven environment that prioritizes accelerated growth, trust, and collaboration.

• Roche Identity & Values: You lead as a Visionary, Architect, Catalyst, and Coach—able to inspire with purpose, design empowered organizations, remove barriers, stimulate collaboration, and enable learning. You embody Roche’s values of Passion, Integrity, and Courage in every interaction.

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.