Job Description

The Position

Roche Diagnostic is seeking a highly skilled and motivated individual to join our team as a Customer Engagement Senior Specialist/Manager (APAC).

We are expanding our reach across multiple channels and platforms, and need a talented professional to strategise and execute customer engagement initiatives, that provide seamless and personalised customer experiences.

Customer Engagement Senior Specialist / Manager (APAC) - Events specialty

Responsibilities:

1. Project management: Plan, organize, and execute various events, including conferences, seminar, webinars, patient/clinician education programs, trade shows, corporate events, product launches, and social gatherings. Manage all aspects of event planning, including venue selection, vendor management, catering, audiovisual equipment, transportation, and accommodations. Meeting all stakeholder requirements to ensure successful event outcomes.

2. Concept development: Develop event concepts, themes, and objectives based on stakeholder/organisational requirements. Collaborate with cross-functional teams to develop event branding, signage, and collateral materials.

3. Stakeholder management: Coordinate with clients or internal stakeholders to determine event goals, budget, timeline, and logistical requirements. Develop and maintain relationships with event suppliers, negotiate contracts, and ensure cost-effective solutions.

4. Brand management: Coordinate event marketing and promotional activities, including online and offline channels, to maximize attendance and participant engagement. Manage the creation and delivery of engaging, relevant content across various channels, ensuring consistency in messaging and branding for events. Collaborate with marketing, sales, and other relevant teams to align customer communication efforts.

5. Customer experience management: Conduct post-event evaluations, gather feedback, and analyze event success against predetermined goals. Analyze customer touchpoints and interactions across different channels to identify opportunities for improvement and provide personalised experiences throughout the customer journey. Increase customer satisfaction, loyalty, and retention.

6. Operational and logistics: Oversee event logistics, including registration, guest list management, on-site coordination, and troubleshooting. Create and manage event budgets, track expenses, and provide regular financial reports to stakeholders. Ensure compliance with legal, health, and safety regulations during events. Lead and manage a group of event coordinators or assistants, providing guidance, training, and performance evaluations.

7. Industry innovations: Stay updated on industry trends, emerging technologies, and innovative event solutions to bring innovative ideas and insights to enhance our omnichannel customer engagement strategy.

Requirements:

Bachelor\'s degree in Event Management, Hospitality, Marketing, or a related field preferred. Relevant certifications in customer engagement or similar areas are a plus.

Proven experience in event planning and management, preferably in a corporate or agency setting.

Experience in customer engagement and omnichannel marketing in the healthcare industry will be a plus.

Strong project management skills with the ability to multitask and prioritize effectively. Excellent organizational and attention to detail skills.

Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

Strong understanding of customer behaviour, preferences, and journey mapping across multiple channels.

Proficient in using customer engagement technologies, such as CRM systems, marketing automation platforms, and analytics tools.

Excellent analytical and problem-solving skills, with the ability to leverage data and metrics to drive decision-making and optimise strategies.

Results-driven mindset, focusing on delivering measurable improvements in customer engagement metrics and outcomes. Adapting to a fast-paced, dynamic environment and managing multiple priorities effectively.

Familiarity with relevant regulations in healthcare and best practices related to customer privacy and data protection.

Ability to work under pressure, meet tight deadlines, and adapt to changing circumstances.

Flexibility to work evenings, weekends, and travel as required by event schedules due to job nature. The traveling percentage within the region is approximately 35%.

If you are a passionate and customer-centric professional who thrives in a fast-paced, evolving environment and possesses the skills and experience mentioned above, we would love to hear from you. Join our team and help shape the future of our omnichannel customer engagement strategy.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

Roche