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Digital Service Solutions Specialist

Roche in Nairobi, Kenya is seeking a Digital Solutions Specialist for the Diagnostics division. The role’s focus will be to map & review service processes, simplifying them by lean techniques, revising and digitizing them using available global tools (e.g. DiaLog and e-services) or by adopting external tools.

Key Responsibilities:

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Technical Support

  • Revise service processes, digitize, simplify by lean techniques them (e.g. case creation, skillset mapping in CRM etc).
  • Increase the adoption of DiaLog portal and implementation of e-services (e.g. Online support, RDA roll-out).
  • Maintain relevant contacts and assign requested e-services.
  • Liaise with Regional / Global teams for troubleshooting in Digital tools.
  • Collaborate closely with all  internal stakeholders for creating a better Cx.
  • Support the organization in a series of initiatives and projects (e.g. Customer facing story, Service contracts, Customer Events)

Stakeholder Management:

  • Maintain high level of customer engagement by conducting visits to client sites and pushing the adoption of e-services.
  • Support digital technical knowledge of clients and other stakeholders by providing relevant training.

You, as an ideal candidate, will have the following skills, experience and education:

  • Essential: Qualification in Information Technology/ Information Systems/Systems Development or similar.
  • Experience: At least 1-3 years experience in Service CRM case management systems (logging case details, creating and maintaining contacts, assigning e-services). User onboarding and training experience is beneficial.

Job Level:Individual contributor

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Posted until  

Regional Manager, Tanzania

Roche in Kenya or South Africa is seeking a Regional Manager to be responsible for the Tanzanian Diagnostics portfolio. Ideally we are seeking a Tanzanian candidate who is willing to relocate to Kenya or South Africa. If you are successful in your application, you will be required to develop and implement regional business plans and to support the growth of all product lines, while understanding and addressing customer or market needs, within assigned budgets in line with Global and local marketing strategies while adhering strictly to the Roche code of conduct.

Key Responsibilities

Regional Management

  • Responsible for accurate forecasting of targets.
  • Serve as an interface with local governments, funders and international organizations within assigned territory and monitor and evaluate country specific environmental issues with regard to healthcare and legislation and provide feedback to Market Access team for government lobbying activities
  • Develop and maintain strong Client and KOL relationships through regular presence to determine and influence the Export Distributor’s business requirements and growth strategies as well as ascertain market trends, risks & competitor insights
  • Lead, drive and project manage customer experience activities within existing clients with relevant internal stakeholders (product manager, business development, application specialists, commercial (finance) management for exports, technical services, etc.)

Distributer / Business Partner Management

  • Identify in conjunction with Distributors / Business Partners and/or marketing agents, agreed continuous improvement strategies to increase the efficiency/productivity and profitability of sales activities and achievement of KPIs
  •   Implement a performance management process to track performance of Distributors / Business Partners and drive accountability.
  • Ensure accurate and updated market information is shared between internal stakeholders and Business Partners.
  • Ensure that Distributors / Business Partners have sufficient capacity to support local markets.
  • Plan and facilitate training and development of local business partner’s sales agents.
  • Work with business partners to protect the base business in the territory and develop an opportunity pipeline for future growth and sustainability.
  • Training business partners sales staff on Roche selling skills.
  • Manage Sales force Effectiveness through the CRM tool for the Business Partner sales team.

Business Development

  • Project manage solutions for identified new sales opportunities within new possible clients or new products or channel filling opportunities within existing clients with relevant internal stakeholders (product manager, business development, application specialists, commercial (finance) management for exports, technical services, etc.)
  • Develop a growth strategy focused both on financial gain and customer satisfaction.
  • Identifying and mapping business strengths and customer needs.
  • Conduct research to identify new markets and customer needs to expand client base and viable income streams.
  • Having an in-depth knowledge of business products and value proposition.
  • Addressing or predicting clients’ objectives.
  • Keep records of sales, revenue, invoices etc.
  • Provide trustworthy feedback and after-sales support.
  • Build long-term relationships with new and existing customers.
  • Reporting on successes and areas needing improvements.

Project Management

  • Identifying key projects in the region for the business.
  • Mobilize and engage internal & external stakeholders.
  • Assembling and leading project teams.
  • Leading large and diverse teams.
  • Managing relationships with stakeholders.
  • Develop and manage budgets for each project.
  • Reporting, documentation and closure of projects after successful completion.

You, as an ideal candidate, will have the following skills, experience and education:

  • Qualifications: A Medical Sciences qualification. An additional Business Management qualification is an advantage.
  • Experience: At least 8 years commercial experience the medical industry with at least 5 years account management experience.

Posted until 

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