Service Marketing & Development Head

Job Summary:

Responsible to develop service marketing strategy of customer care team as

well as service business development including Service Products, Channels,

Business Model to achieve company's overall goals and objectives.

* Lead the team to establish the effective service value delivery, customer

persona, customer experience mechanism and the market promotions and other

activities to achieve the customer success.

* Enhance the customer experience through segmentation management, innovative

approach per customer needs/feedback as well as solid service branding.

* Initiate the innovative and effective service product development and

implement to empower customers, improve service efficiency and drive service

models transformation.

* Lead the team to develop the business model for different service models &

products, as well as relevant policy, process and implementation, which aligns

with respective business areas.

* Lead Service Marketing Intelligence to identify CC (Customer Care) market

position and opportunity for development.

* Annual budgeting and other plans.

* Conduct business in full compliance to Behavior in Business and Behavior in

Competition.

* Lead, motivate, develop and manage the team for high performance.

* Analyze BA (Business Area) and customer needs, keep communication with

related department, improve customer service.

* Other projects or tasks assigned by line manager.

* Conduct business in full compliance including but not limited to Roche

Secure, Roche Behavior in Business, Roche Competition Law Interactive

Dialogues, Roche Safety, Security Health and Environmental Protection.

* Understand and fulfill the responsibility of line manager's SHE tasks and

duties (as defined in SHE handbook).

Education& Qualifications:

* At least Bachelor Degree in Clinical Diagnostics or Appropriate Science or

Medical discipline;

* Good logical problem solving skill;

* Good at English spoken and writing; Good computer skill in office software;

* Good-natured, patient, responsible, with team work spirit, be able to work

under pressure and conflict management capability;

Experience:

* More than 5-8 years’ experience in customer service and Marketing

Management and similar experience in the industry

Professional Capabilities/Skills:

* Good Product & Applications Expertise

* Planning & Organizing

* Customer Orientation & Relationship Management

* Internal Cooperation & Coordination

我们是谁

在罗氏，来自100个国家的100，000名员工不断推动着健康医疗行业的进步。我们一同工作，使罗氏成为了世界领先的以研发为基础的健康医疗集团。我们的成功源于创新、求知和多元化，也源于我们把相互间的差异作为一种优势。为了革新医疗健康领域，罗氏设定了远大的计划，坚持学习和发展，并不断寻找与之志同道合的伙伴。

罗氏提供平等的职业发展机会。