Customer Insights Manager (f/m/i) Healthcare - Central Europe
Job Description SummaryBD´s mission to ADVANCING THE WORLD OF HEALTH goes beyond producing and distributing state-of-the-art technology. As health care moves quickly, it's increasingly important to understand critical milestones in addressing the most pressing burdens of public health and shaping the market for innovation.
The Advanced Healthcare Service at BD acts as a link between the BD business units, internal functions and external stakeholders. Involved in business critical projects and activities with high-level decision makers, we're looking for quick-witted, entrepreneurial and intellectually curious people to join our dynamic team-based environment where each individual contribution counts. You will report to the Director of Advanced Healthcare Services.
To become part of our team it is key to demonstrate the following competencies: Customer, action and results focus, teamwork, professionalism, expertise, communication as well as excellent analytical skills.
In order to be able to withstand current and future competitive requirements, we at BD strive to elevate even further our strong customer orientation. Customer insight analytics is an important core competence in our value-oriented customer management. In doing so, important findings for future interactions with the customer are generated, mainly based on previous customer behavior across various channels. These should help to provide answers to a wide range of questions - customer loyalty, cross / up-selling, portfolio contracts, and termination prevention or through an extended customer approach to show the positive return on marketing investments. For this it is essential to identify, enable and mine relevant external data sources, and to make them available, digestible and actionable for BD teams as a whole. The new Customer Insights Manager role is a link between (strategic) account management and strategic marketing. The work involves determining how to gather these relevant data about customers and potential consumers, to collect this information and break it down in a meaningful way and transform them into actionable insights.
build customer understanding including via digital channels (social media) to gain deeper customer insights
based on statistical methods in order to gain usable information from the available individual data, which is then documented and processed in tabular / graphical form
create the prerequisites for supporting dedicated customer segmentation, customer profiling/persona, developing data mining models and calculating customer (life-time) value
Build a commercial data-as-a-service offering related to BD growth drivers based on big data analysis (reimbursement data (based on Diagnosis related groups [DRG] incl. diagnosis codes, uniform value scale [EBM] et. al.) as well as demographic data, §21 SGB V
Knowledge on dual hospital finance system and hospital financing act
Create/ develop further and maintain an IT-based data solution hosting relevant data for assessment of potentials beyond current SOC and internal sales & GP insights
Link quantitative evaluation of the growth driver products with relevant KPIs such as sales volume and / or profitability
Identify relevant customer segments / persona, develop data mining models and calculate the customer (lifetime) value
Run and compile Omni-channel analytics to refine existing scoring models and continuously improve Omni-channel and digital marketing strategies ROI
Establish and provide reports for the management and leadership teams by tightening, condensing information contained in the individual data using suitable methods. Explicit actionable insights / “a-ha” recommendations
Train the relevant stakeholders on analytics and insights generation
Maintain a good knowledge of relevant analytical and statistical techniques like univariate analysis, factor and cluster analyzes and logistic regression
Good command of data analytics, web-analytics and data visualization tools such as Tableau, Power BI, Google Analytics
Experience with GDPR, Sales enablement and Digital Marketing tools (SalesForce, ShowPad, Marketo), Data warehousing is a plus.
Customer insight managers are required to have a bachelor's degree or beyond as well as minimum of 3 years’ experience and beyond in areas like customer data analysis, customer analytics or hospital controlling.
To be successful in this role you will need to demonstrate the following competencies:
Good understanding of range of data management and analysis techniques incl. good data skills
Good communication, networking, presentation and influencing skills - verbally and written
Good logic and thinking capabilities
An ability to understand, source and profile data
Ability to work under pressure to tight deadlines
Team player with energy, drive and determination, as well as a genuine interest in health care
Trustful personality with strong business ethics and compliant behavior
Self-starter with a sense of humor and the ability to thrive in a fast moving environment
Fluent German and English language
Collaboration in a highly motivated global environment. A familiar work climate in an innovative environment where your input counts. A safe workplace with long term perspectives. We endeavor a long-term collaboration – hence corporate career planning throughout diverse phases of life conveys a high importance and value for us.
Primary Work LocationDEU Heidelberg - Tullastrasse
Recommendto a friend
"I like being able to make a difference. Working at BD is an opportunity where the products save lives every day."
Current Employee - Anonymous, Limerick