Omnichannel Channel & Content Partner - Middle East

Channel & Content Partner (2 FTE across Middle East)The Position

In total we will be hiring 2 FTE. The successful candidates will be hired in the same country/location where the candidate is residing.

Our vision is to make CX as transformative as our science and be known for consistently creating seamless customer experiences that are as innovative and impactful as our medicines. This is why we are evolving the Middle East Omnichannel team – to make this a reality by integrating digital and face-to-face interactions seamlessly and allowing us to rapidly identify priorities to engage our customers and establish leadership in the prioritized therapeutic areas.

As the Channel and Content Partner, you play a key strategic role in the Middle East’s omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. You will be responsible for developing the Middle East channel strategy and roadmap in alignment with the DCE&I Global channels strategy and roadmap and act as a representative of the region to input into the Global DCE&I channel roadmap to ensure continuous evolution of core channels and technology in line with affiliate needs.

You will develop tailored content according to the Disease area strategy and persona that will be targeted. You will also advise on the optimal omnichannel mix within the therapeutic area (TA) omnichannel strategies and be the final accountable for channel governance in the region, ensuring oversight of high channel standards, best practice implementation, measuring ongoing channel performance, maintaining an up-to-date overview of channels in the region and a clear view of the technology powering those channels.

You will report directly to the Middle East Customer Experience and Omnichannel Engagement Lead and partner with various members of the Middle East Network Team and global (The Lab) to ensure appropriate channels and content within those channels are leveraged within the TA strategy to achieve intended business outcomes.

• Understand the Roche Middle East omnichannel ecosystem and map the integration of channels and platforms to develop a channel strategy and roadmap for the region.
• Grow and enhance Roche’s omnichannel ecosystem by identifying new channels based on evolving customer engagement preferences and encourage the region to pilot MVP projects to discover new channels, test their effectiveness and share learnings across the region.
• Create impactful content for the Personas identified by Disease Area.
• Be accountable for the governance of channels in the region, ensuring the oversight of high channel standards, measuring ongoing channel performance, maintaining an up-to-date overview of channels in the region and a clear view of the technology being used to power those channels.
• Partner closely with Global Channel and Content Teams (The Lab) to localize Global channel strategies and consult with Affiliate teams to consider local requirements and processes within the strategy design while also inputting into the Global channel roadmap on behalf of the region.
• Partner with analytics leads to provide context and brand input on monthly and biannual measurement of promotional performance.
• Become a trusted partner to Global teams by creating two-way communication with the Middle East and frequently sharing regional and local needs and feedback.
• Collaborate with the Middle East Network Leads to set and measure key channel KPIs and analyze channel performance and effectiveness to optimize the channel strategy and provide recommendations on channel selection.
• Manage and update independent medication websites in addition to launching new websites in anticipation of new product launches at Middle East level.
• Manage and comply with any regulatory requirements related to the above activities.

• Bachelor degree (scientific, technical, digital, economic or business degree). An advanced degree in Life sciences and/or MBA is a plus.
• Confirmed experience in planning and delivering integrated omnichannel strategies, campaigns and programs with specific technical expertise and…