Head of Customer Support & Service - Affiliate

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

We are looking for an inspiring, strategic, and transformational leader to join the Danish Leadership Team as the Head of Customer Support & Service . This is a pivotal role where you will not only provide strategic direction for the Danish service organization but also directly contribute to the short, mid, and long-term success of the affiliate.

Your mission is clear: lead and develop the 4 teams in the service  function to deliver outstanding customer experiences and continuous efficiency improvements, benefiting patients, customers, and Roche. If you are a dedicated, self-motivated leader passionate about innovation and influence, this is your opportunity to drive significant change and make a real difference.

🎯 Key Accountabilities

As a Member of the Leadership Team (LT)

• Strategic Leadership: Proactively contribute to the LT's role in leading the affiliate, ensuring the achievement of all short-, mid-, and long-term business goals.

• Cross-Functional Collaboration: Champion and foster seamless collaboration between the teams in the leadership team and among other countries.

As the Head of Customer Support & Service

• Vision & Strategy: Develop, define, and ensure the implementation of a local Service vision and strategy. Align these with regional/global priorities while building differentiated, fit-for-purpose service models for the Danish market.

• Operational Excellence & KPI Management: Ensure efficient execution, robust cost management, and alignment across all strategic service priorities. Define, align, and monitor clear KPIs (Global, Regional, Local) to guarantee execution and business performance.

• Continuous Improvement & Innovation: Drive a culture of continuous improvement, foster learning/experimentation, establish best-practice standards, and build functional excellence within all Service areas.

• Capability Building & Transformation: Establish a roadmap for organizational evolution, including building the functional expertise, skills, and capabilities required for the future. Drive transformation towards agility and digitalization, advocating for new ways of working and shaping a continuous learning mindset.

• People Leadership: Inspire, motivate, coach, and develop highly professional, engaged, and customer-focused people and teams to boldly innovate, collaborate, and deliver outcomes that truly matter.

As Part of the Global Service Community

• Network & Leverage: Actively connect and align with colleagues within the regional and global Roche network. Leverage regional learnings and adopt global best practices to elevate local performance.

• Talent Management: Proactively recruit, develop, and retain high-performing talent to ensure sustained functional excellence.

👤 Who You Are

You are a dynamic Business Leader and an experienced People Leader with a proven track record.

• Diagnostic/Industry Expertise: You have demonstrated strategic leadership and management experience, ideally within the Diagnostic industry, coupled with a solid understanding of laboratory medicine, complex contract structures, customer needs, and financial implications.

• Execution & Strategic Mindset: You excel at turning a well-thought-out strategy into robust execution. You are strongly focused on delivery, possess a powerful strategic mindset, and demonstrate high analytical skills.

• People & Team Leadership: You thrive on bringing people together around a shared vision, fully empowering your team, and holding them accountable. You are a strong advocate and practitioner of agile leadership, focusing on VACC (Visionary - Architect - Catalyst - Coach) principles.

• Customer-Centricity: You possess a solid customer orientation, showing an ability to actively listen and anticipate our customers’ current and future needs.

• Collaboration & Growth: You embrace a growth mindset, are a natural team player ("us before I"), and an excellent networker who can interact and make an impact within a matrix organization. You are willing to embrace agile ways of working and drive organizational change.

• Language & Travel: Proficiency in English is required. Knowledge of written and oral Danish is a strong plus. Availability to travel around the country as required.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 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 life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.