Chapter Lead Customer Engagement

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Chapter Lead, Customer Engagement

Location: Woerden, Netherlands

What is the Job About?

As Chapter Lead, Customer Engagement, you will inspire, motivate, and enable industry leading customer engagement within and across our squad led strategies. Your leadership will strengthen our ability to consistently deliver high quality and impactful holistic customer experiences, while ensuring more patients and families have the opportunity to benefit from Roche medicines, thereby resulting in business growth and financial performance.

Your Responsibilities:

As Chapter Lead, Customer Engagement, you will be the driving force behind a team of Primary Points of Contact (PPOCs), empowering them to excel as trusted liaisons between Roche, customers, and external stakeholders, as they work in brand teams. At Roche, our PPOCs are our customer facing field force. You’ll coach and inspire PPOCs to deliver high-end customer experiences aligned with our commercial excellence model and with squad strategies. By guiding your team in overcoming healthcare system challenges, you’ll help them reach key stakeholders, fostering trusted relationships that enhance Roche’s reputation.

Your leadership will shape a customer-focused organization that collaborates meaningfully with stakeholders, ensuring Roche medicines reach more patients. By developing your team’s capabilities, you’ll ensure they exceed squad expectations, consistently delivering excellence and driving business growth. You’ll set clear performance goals, monitor outcomes, and cultivate a culture of continuous improvement. At Roche, we work together as one team, with networked goals and outcomes that align global and local colleagues in delivering value for customers and patients. By doing so you and your team clearly contribute to the high-performance environment within our company.

As a leader, you’ll also nurture personal growth within your team. Through regular check-ins focused on Contribution, Connection, Capability, and Career, you’ll help team members set clear objectives, drive accountability, and support their development. Your commitment to a thriving, empowered team will be key to delivering on Roche’s mission in the Netherlands.

And last but certainly not least: Integrity is paramount. You’ll safeguard compliance in all customer interactions, collaborating closely with legal and compliance teams to uphold Roche’s License to Operate.

Who are you as a leader?

We are looking for an inspiring people leader who champions personal and team development through coaching and mentorship. You create an environment where people are inspired to deliver meaningful customer experiences, making high-impact decisions aligned with business goals. At Roche, we encourage empowerment, experimentation, and fast learning – and we need someone who will build on this foundation to create a thriving, customer-obsessed culture. Providing and receiving feedback is in your nature, just as celebrating successes is. People choose to follow you because you take a genuine interest in them, and you do whatever it takes to help them learn, grow, and achieve success.

Key Attributes We Look For:

• Visionary: You inspire and align your team around a clear vision, translating it into actionable strategies. You listen deeply, integrate diverse perspectives, and guide the team toward shared goals.

• Architect: You design an open, empowered system that fosters continuous improvement. You manage resources with agility, driving innovation and adapting business models to achieve success.

• Catalyst: You remove obstacles, foster connections, and empower individuals to align their work with the organization’s goals. You create an inclusive environment that drives collaboration and innovation.

• Coach: You encourage self-reflection, foster a culture of learning, and create a space for experimentation. Your coaching empowers individuals to grow and contribute to team success.

Expertise and Experience You Bring:

• Educational Background: University degree in Sciences or Business Administration.

• Leadership Experience: Ideally 5+ years of proven track record in people leadership, coaching, and customer engagement (commercial), with a strong business acumen. I

• Commercial and Strategic Insight: Pharmaceutical experience and understanding of commercial dynamics.

• Language Skills: Proficiency in both Dutch and English.

What we have to offer:

• A dynamic market leading company with possibilities both nationally and internationally;

• A great place to work,  have fun and  have an impact on patient lives;

• Our employees are at the center of everything we do, we work in an agile environment where people are empowered;

• Opportunities to develop yourself both on and off the job, we invest in our people;

• Competitive compensation and benefits, including a 13th month, performance related bonus & participation in our stock program. A lease car (budget) is also included.

If you have any questions about this vacancy, please contact our Talent Acquisition Partner Matthijs van Heusden at matthijs.van_heusden@roche.com or at +31641607509. If you are interested and would like to apply for this role, please use the apply now button and upload your C.V. & Motivational letter (multiple documents can be uploaded).

Roche is an equal opportunity employer.

Do not use this vacancy for sales purposes.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The pharmaceutical division of Roche Netherlands is located in Woerden, where approximately 180 employees are engaged in marketing, sales and clinical research. We are the number one in the hospital pharmacy market in the country.