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Our Vision 

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 LATAM 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. 

The Position 

As the Content Partner you play a key role in LATAM’s omnichannel customer engagement transformation to drive customer centricity and create seamless customer experiences. 

You are responsible for the development of local content for all LATAM Affiliates for --- TA ---, working closely in sync with the Global programs responsible for content production, i.e. The Lab. You will act as the key point of contact between The Lab and the Affiliates, ensuring that the --- TA --- content is delivered to each Affiliate and ready to be customized with minimal efforts needed to meet local requirements. 

As part of the LATAM Network Team, you will be directly reporting to the Channel Lead, creating an end to end content strategy as part of the overall digital strategy for the DA, including different content types (e.g. Images, videos, GIFs, banners) and according to the --- TA --- channel roadmap on the different channels. You will be closely connecting with the Omnichannel Outcomes Lead for your focused Therapeutic Area to exchange on TA specific content and provide feedback to constantly improve the content strategy. You will directly collaborate with Channel Specialists in the Affiliates to take local requirements and customer preferences into consideration with the overall aim to create personalized digital customer experiences to differentiate Roche’s medicines and ultimately drive business impact. You will also partner with the Analytics & Insights Partners to track and measure content performance and channel adoption to ensure constant optimization of content and omnichannel marketing campaigns. 

Key responsibilities

● In coordination Global disease area medical/ marketing teams, Global Programs (e.g. The Lab, EpiCX) and the --- TA --- Omnichannel Outcomes Lead you support local teams in delivering locally-led omnichannel marketing campaigns through tailored, medically and regulatory approved, targeted content 

● Develop a --- TA --- content plan / calendar for the Affiliates including content creation, production and localization and approval processes in alignment with Global content timelines 

● Collaborate with the Channel Lead and Channel Specialists in the countries to ensure continuous synchronization between the LATAM --- TA --- channel strategy and affiliate content plan 

● Identify and support opportunities to reuse content in LATAM from global product teams and existing content from other successful LATAM Affiliates to underpin the reuse strategy and saving efforts 

● Create and maintain the end to end, standardized process for content creation and approval across LATAM in coordination with Global (The Lab) 

● Ensure content is tagged accordingly to track how it is consumed through different channels within the digital ecosystem within LATAM 

● Work closely with The Lab and act as a funnel person for content production for the Affiliate. Support the preparation and tailoring of produced content in accordance with applicable local regulatory guidelines and requirements, including the translation of content to local languages. 

● Oversee the quality and delivery timeline of the Lab or local creative agency delivery for the Affiliates and give feedback on content delivery speed and quality to continuously improve content production. Act as a primary escalation point together with the Local Engagement Manager (The Lab) 

● Monitor content and campaign performance across channels based on dashboard provided by the Analytics and Insights Partners and advise on dashboard improvements to oversee content performance. Adapt the content plan accordingly and provide actionable recommendations to brand teams to optimize omnichannel campaigns 

● Gather feedback, best practices and success stories from Affiliates across the region, forming a TA focused community to create a culture of sharing and learning or working towards common targets to leverage synergies and iterate on the content plan 

What's in it for you? 

● This is a key role to enable Roche’s new omnichannel customer engagement vision which will provide you with opportunities to work with Senior LATAM stakeholders ● You will have the opportunity to work in a Network role and support Affiliates in delivering locally led omnichannel marketing campaigns through the creation and delivery of tailored content 

Role Interfaces 

As the Content Partner, you will interact with the following: 

● Digital Customer Engagement & Insights - LATAM 

○ Omnichannel CX Chapter Lead for --- TA --- 

○ Analytics & Insights Partner 

○ CX Specialist 

○ Channel Specialist 

● Global 

○ Global Programs (e.g. The Lab, EpiCX) 

● Other LATAM roles & functions 

○ Local iSquads (Medical, Marketing) 

○ Patient Journey Partners (PJPs) & HSPs (Health System Partners) 

Experience & Qualifications 

Education 

● Bachelor's degree (scientific degree highly desirable, digital, economic, business degree or specializing in journalism, communications, marketing, philosophy and / or with relevant experience in Life sciences). An advanced degree in Life sciences and/ or MBA is highly desirable 

Professional Experience 

● 5+ years of experience in Content Strategy and Planning, Content Demand Planning, Understanding of content tagging, Content Briefing, Content Management Systems ● Excellent English ability in both speaking and writing 

● Digital omnichannel marketing experience and proven track record in developing and delivering effective and engaging medical content, particularly in large biopharma environments 

● Ability to understand and translate marketing analytics reports, experience in VVPM (Veeva Vault PromoMats) Content Sharing (DAM) and Approval (MLR) process ● Excellent project and stakeholder management, interpersonal and organizational skills, as well as the ability to handle multiple projects, priorities and stakeholders simultaneously 

● Embrace changes and challenges with an open mind. 

Languages 

● Fluent in English and Spanish (oral & written) is essential 

Skills & Competencies 

Competencies 

● Visionary: You have an innovative mindset, using creative strategic approaches to deliver modular and personalized content across channels, solving business challenges and exceeding customer expectations 

● Architect: You contribute to a team culture where bold decisions are made to accelerate the creation and localization of content and you ensure seamless cross-communication between Affiliate and global content stakeholders 

● Catalyst: You have an entrepreneurial spirit, providing solutions and removing roadblocks to act quickly upon evolving omnichannel content needs to address business and customer challenges 

● Coach: You act as a role model and motivate your team members to apply a customer centric mindset and encourage the creation of a collaborative and Networked environment 

In addition, the following skills will make you successful in your position and career development at Roche: 

● Knowledge Management 

● Collaborative Network 

● Digital Literacy 

● Outcomes Based Planning 

● Customer Centricity 

● Content Strategy 

● Content Creation 

● Content Production 

● Content Distribution 

● Content Management 

● eDetailing 

Position doesn't include relocation benefits.

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.

Roche is an Equal Opportunity Employer.