Early in Career Development Programme - Associate Customer Account Manager 2027

Reporting to the South Regional Customer Account Manager, through proactive collaboration, you will co-create shared business strategies and build deep, meaningful, long-term commercial relationships within your assigned customer base. Passionate about customer engagement, you will make direct connections between a customer's business goals and how our product & services suite can contribute to their execution in significant periods of change in the healthcare industry. In practice, you will focus on providing excellent customer experience by optimising and driving operational excellence, supporting the development and growth of the MLS contracts, and managing timely interventions of all the cross-functional teams for our Managed Services. We will support and develop you to be a key point of contact for the Roche Managed Service Accounts and our third-party partners, you will oversee the customer experience through the entire life cycle in close collaboration with all stakeholders in the cross functional team including sales, marketing, technical services, customer services, finance, and more, as appropriate. Some steady state example activities include:

• Attendance and running of operational, financial and quarterly business meetings
• Processing product additions and Contract Change Notifications (CCN's)
• Handling new subcontracts and third party negotiations
• Use of the Roche CRM and embedding in the Roche squads
• Monitoring customer feedback and championing customer experience

You are an energetic Associate Customer Account Manager who will be an advocate for our customers with an emphasis on delivering value with every touch. Passionate about customer experience, you bring proactive collaboration to build deep, meaningful, and long-term commercial relationships while driving account retention, digital adoption, and sustainable growth in alignment with Roche's patient-care goals. You are a creative and strategic thinker, with a strong sense of personal initiative, who holds the customer at the heart of what you do on a daily basis. You are a recent graduate, educated to degree level or equivalent. Passionate and resilient about delivering customer promises, you have great communication, and problem-solving skills and these are some of the key attributes you will need to be successful in this role. Other key skills/knowledge required:

• Empathy for our customers, while protecting the interests of our company and its assets
• Good numeracy skills (with attention to detail) to interrogate large data set and draw meaningful insights and recommendations (Advanced Excel skills with all round strong Microsoft Office)
• Excellent ability to perform with a professional demeanor while utilising sound judgment and time management skills
• Be passionate about quality customer service. You love helping people, and you constantly strive to provide value with every interaction by delivering excellent internal and external service
• Be organised, ahead of schedule, communicative, and accountable - in short, own your role entirely, while being open to challenge, suggestions, and new ideas.
• Strong listener who can identify problem points and develop clear solutions and process improvements; know how to roll up your sleeves
• Analytical and logical ability to understand business workflows and how they map to base application functionality

Phase I: CV and Cover Letter Review (Your cover letter should not exceed one page.) As part of your cover letter, Roche is keen to understand your motivation in applying for this position.

• Why Roche : What is your key motivation for applying for this role?
• Why you: What personal qualities, skills and experience will you bring in relation to what the role will require?

The application process may be extended beyond this date but could close at any point after this time.

Phase II: Video interview: Following your application, you will be informed if you are successful and moved to the next stage of the process which will involve video questions / answers to support your application. Estimated date: November 2026

Phase III: In person assessment centre

• You will take part in our full day in person assessment centre at our Roche offices in Burgess Hill, Sussex. Further details will be provided if successful.
• Expected date: w/c 07 December 2026. The exact date will be provided if successful.