At Roche you can show up as yourself embraced for the unique qualities you bring. Our culture encourages personal expression open dialogue and genuine connections where you are valued accepted and respected for who you are allowing you to thrive both personally and professionally. This is how we aim to prevent stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche where every voice matters.

The Position

A healthier future. It is what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That is what makes us Roche.

Reporting to the General Manager Roche Diagnostics Australia (RDA) is looking for a Head of Customer Success. This senior leadership role is responsible for driving RDAs commercial strategy customer engagement and longterm business success. This role is directly accountable for revenue growth commercial execution and delivering a worldclass customer experience.

As a key member of the RDA Leadership Team this position leads the development and execution of sales marketing and customer success strategies ensuring alignment with Roche Diagnostics global vision and local market needs. As a suitable candidate for this role you are a strategic thinker a strong commercial leader and a customer champion who can shape the future of RDAs customer relationships partnerships and market position. You will play a pivotal role in embedding a customerfirst mindset fostering a highperformance culture and ensuring that Roche remains agile competitive and forwardthinking in the evolving Australian healthcare landscape.

Key responsibilities include:

Commercial Strategy & Business Growth

• Own and drive commercial strategy ensuring alignment with Roches 1000day strategy and overarching business goals.

• Lead and oversee revenue growth achieving or exceeding annual sales and profitability targets.

• Ensure strong commercial execution overseeing the gotomarket strategy for both existing and new solutions.

• Leverage market insights and datadriven decisionmaking to optimize business performance and customer engagement.

Customer Engagement & Experience

• Champion a worldclass customer experience ensuring a Net Promoter Score (NPS) of >70.

• Build and sustain strategic customer relationships strengthening Roches reputation and longterm market position.

• Enhance customer success programs ensuring a seamless customer journey across all touchpoints.

• Develop customercentric initiatives fostering trust loyalty and partnershipdriven success.

Leadership & Organizational Development

• Lead develop and inspire a highperforming team fostering a culture of accountability innovation and excellence.

• Empower teams with autonomy and clear decisionmaking authority driving agility and operational efficiency.

• Champion crossfunctional collaboration ensuring seamless alignment across commercial medical and marketing teams.

• Foster inclusivity and diversity leading by example and promoting a culture of shared success.

Market Influence & Strategic Partnerships

• Build and strengthen key external relationships including healthcare providers policymakers and industry stakeholders.

• Drive Roches industry influence positioning the company as a thought leader in customer success and commercial innovation.

• Shape the evolving healthcare ecosystem ensuring Roches solutions remain relevant accessible and impactful.

Governance & Compliance

• Ensure adherence to corporate governance and ethical standards fostering a safe compliant and valuesdriven workplace.

• Monitor industry trends competitor activity and policy shifts ensuring Roche remains agile and proactive in response to market dynamics.

Who You Are:

• Over 10 years of senior leadership experience in commercial strategy customer success sales and/or business development preferably within healthcare diagnostics or medical devices.

• Proven track record in customer engagement commercial execution and revenue growth.

• Expertise in healthcare market dynamics competitive strategy and gotomarket execution.

• Strong experience in leading teams in a matrix environment aligning global strategies with local market needs and driving largescale initiatives.

• Demonstrated ability to influence external stakeholders drive strategic partnerships and lead industry discussions.

• Strong and effective communicatorwho can challenge the status quo.

• Able to influence manage and make sound recommendations to all stakeholders internal and external.

• A seasoned strategic leader who develops the team to perform at their best.

This role is only open to candidates that have full eligibility to live and work in Australia.

We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated inhouse Talent Acquisition team.

What we offer

Roche offers rewarding growth opportunities and a collaborative culture where people are united in purpose and will stretch you to be brave speak up and think differently. Feel empowered to deliver meaningful outcomes supported by accessible and inspiring leaders.

Roche encourages a highperformance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their wellbeing and our patients.Our work gives people more time to be with the ones they love. Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for Infectious Disease Cardiovascular Metabolic Oncology Neurology Immunology and Ophthalmology.

We care about you as a whole person. Thats why we place your individual health and professional growth at the very heart of what we do. Your wellbeing is one of our top priority because when youre thriving we all succeed. We offer access to mental health awareness and wellness initiatives that cater to your unique needs because we understand that wellbeing is personal.

We are committed to providing an inclusive safe secure and healthy workplace and to minimise any such impactsto our employees customers and the community. We welcome applications from all people and encourageyou to advise of any individual circumstances or workplace adjustment that may require consideration.

Who we are

A healthier future drives us to innovate. Together more than 100000 employees across the globe are dedicated to advance science ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities foster creativity and keep our ambitions high so we can deliver lifechanging healthcare solutions that make a global impact.

Lets build a healthier future together.