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BD (Becton, Dickinson and Company) Customer Insights Manager (f/m/i) Healthcare - Central Europe in Heidelberg, Germany

Job Description Summary

BD´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.

Job Description

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.

Key responsibilities

  • Data analysis

  • 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.

About you

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

About Us

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 Location

DEU Heidelberg - Tullastrasse

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email