Business Support Manager Digital Sales Enablement

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
The Digital Marketing Operations and Marketing Technology organization enables the effective execution and delivery of modern capabilities across Roche. Operating across digital marketing, CRM, web, content, and marketing technology operations, the team focuses on establishing best practices, ensuring seamless platform administration and quality execution, and driving continuous improvement to resolve complex operational challenges in alignment with evolving business priorities and platform needs.
The Business Support Manager provides deep digital marketing operations expertise, leading cross-functional project teams to solve high-complexity challenges for Roche. Operating with significant independence, this role serves as a functional expert in best practices and quality execution—using strong analytical judgment to influence stakeholders, resolve operational bottlenecks, and drive continuous improvement across digital marketing and marketing technology capabilities.

The Opportunity

- Lead operational, production, and support activities across digital marketing and marketing technology platforms with a high degree of accuracy and independence, including campaign and content execution, web authoring, CRM administration, data and platform administration, user support, onboarding coordination, and the optimization of technology investments.

- Investigate and resolve support issues, leading functional teams and project sub-streams to resolve critical system anomalies, manage risk, resources, and operational complexity, and direct root cause analysis to drive resolution strategies.

- Develop new approaches to complex problems, articulate complex technical and operational concepts with clarity, and negotiate across cross-functional teams to build consensus on strategic priorities, process improvements, and the adoption of new ways of working.

- Serve as a central resource for best practices and quality, ensuring alignment with functional policies and global standards while performing quality assurance checks and validation activities to ensure all deliverables are accurate, complete, and compliant.

- Oversee and optimize global intake channels, workflows, and operational support frameworks to ensure SLA (Service Level Agreement) compliance and operational efficiency, driving functional teams toward customer, operational, and service excellence by applying data-driven insights and sound business judgment.

- Define and optimize standard operating procedures, work instructions, training materials, and knowledge base content, maintaining accurate documentation of requests, issues, resolutions, and recurring support needs while providing guidance and day-to-day support to other team members on processes, tools, and quality expectations.

- Support marketing intelligence by delivering actionable insights to clients and internal stakeholders, creating data-driven reports on progress made toward marketing operations goals, and presenting findings to senior- and executive-level audiences.

Who You Are

- Bachelor’s degree in Marketing, Business, Communications, Information Systems, or a related field (or equivalent practical experience), along with 5+ years of experience in digital marketing operations, business support, marketing technology, platform administration, or a similar execution-focused environment.

- Strong understanding of digital marketing, CRM, CMS, marketing automation, or service/ticketing platforms, with demonstrated experience supporting email production, web content publishing, database maintenance, access administration, onboarding support, or user issue resolution.

- Proven ability to lead a broad range of operational and support tasks with independence, troubleshooting complex operational and system-related bottlenecks while applying sound judgment to independently mitigate global business risks.

- Strong organizational skills to manage multiple requests, priorities, and deadlines in a structured environment, balanced with meticulous attention to detail, a commitment to quality and process discipline, and the ability to follow established procedures while identifying opportunities to improve ways of working.

- Clear written and verbal communication skills to partner effectively with users, stakeholders, and cross-functional teams, coupled with proficiency in standard business and collaboration tools (digital and martech platform experience preferred) and the willingness and ability to learn new systems, tools, and processes across the marketing technology landscape.

Global Grade: SE5 - SE6

We are looking to hire 2x Business Support Managers Digital Sales Enablement.

Ready for the next step? We look forward to hearing from you. Apply now to discover this exciting opportunity!

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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.