Client Lead - HealthCare
dunnhumby - Cincinnati, OH

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dunnhumbyUSA

Job Title: Lead, Healthcare Location: ­­­­­­­­­­­­­­­Cincinnati or Chicago

dunnhumby is the leader in personalizing the world's experience of retailers and brands. Analyzing data from over 350 million people in 28 countries, we help companies put customers at the center of every decision. We use our insight to improve customers' experience of stores and communications to earn their lifetime loyalty.

Our work with some of the world's biggest retailers and brands has demonstrated that companies which deliver value to customers through personalization become and stay their customers' first choice. This strategic approach to putting the customer first in business improves our clients' like-for-like sales and profit margins – or, put simply, their brand value.

dunnhumbyUSA is a joint venture of The Kroger Company and London-based dunnhumby. Employing more than 1,900 people in 30 offices in Europe, Asia and the Americas, dunnhumby serves a prestigious list of companies including The Kroger Co., Tesco, Coca-Cola, General Mills, Kimberly-Clark, Macy's, Panera Bread Company, PepsiCo and Procter & Gamble. dunnhumby also includes the word of mouth marketing experts BzzAgent and price optimization company KSS Retail.

Overall description

dunnhumby personalizes the customer experience by enabling our clients to deliver a more relevant offering to each customer in the retail environment thereby helping our clients demonstrate their loyalty to their customers. The Lead, Healthcare will take this foundation and develop a strategy and framework applicable to the Healthcare industry. The Lead, Healthcare will:
  • Develop and execute a dunnhumby health strategy for the US Consumer Market
  • Cultivate new and existing clients and partnerships in the healthcare vertical
  • Support the developing Kroger Health & Wellness strategy
  • Collaborate across dunnhumby to develop a community of practice to identify and share relevant expertise in healthcare

Key Responsibilities

Strategy - Develop and Execute Health industry strategy
· Identify internal capabilities across the enterprise including human capital, solutions, and existing partners/relationship in the healthcare arena
· Research the external environment: o
Review and document the political, economical, sociological, technological, environmental, and legal landscapes o
Develop a customer needs analysis:
§ Conduct industry research
§ Identify key outside subject matter experts that can be used in ideation and validation of the arenas and the offerings o
Identify competitors and complete a competitive analysis including (5 Forces Model) – supplier power, threat of new entrants, buyer power, threat of substitutes, complimentors, degree of rivalry o
Complete a dunnhumby health SWOT Analysis
· Develop strategy: o
Distinguish how we will differentiate in the market (e.g. technical, capabilities, image/loyalty) o
Identify areas we will focus and value creation strategies for the health market
§ Identify the optimal segments and markets
§ Determine technology, offerings, and products where will we focus
§ Qualify health proposition opportunities from concept through pilot and expansion within dunnhymbyUSA o
Determine how we will grow in the health space:
§ Research and identify possible acquisitions and/or partnerships and alliances in conjunction with our Global Partnership Team
§ Determine internal development capabilities o
Create a 5 year strategic roadmap – determine the speed of expansion, prioritization and sequence of initiatives o
Develop business case: Model a 5 yr. P&L
· Identify the Implementation Levers and Strategic Leadership needed to support a new health vertical for dunnhumby o
Establish organizational structure to support the Health industry o
Determine what people, systems, and processes need to be put in place
Client Leadership – Grow existing and future Health client relationships – e.g. Linkwell
· Research and identify possible acquisitions and/or partnerships and alliances in conjunction with our Global Partnership Team
· Lead our clients by ensuring the customer is at the center of their thinking and actions.
· Facilitate and drive execution against customer insights with our clients.
· Deliver ongoing support to our clients, ensuring strong client satisfaction.
· Manage client expectations and project timelines.
· Cultivate key client relationships which lead to new business opportunities and strategies.
· Assist the analysis team, and other colleagues, in distilling and delivering customer insights to our clients.
· Develop and maintain subject matter expertise for area of client management responsibility
· Translate client issues into opportunities for our company to develop new products and services.
· Ensure work is disciplined and adherence to our quality control procedures.
· Share best practices with colleagues.
· Write or assist in the writing of client proposals.
· Formally present material and analysis work to clients.
· Working understanding of analysis techniques and methodologies.
Kroger Health & Wellness - Support Kroger Market to complete health and wellness discovery work and shape the Kroger health and wellness strategy:
· Create and agree short term (6 month) workplan to secure associate data and undertake initial proof of concept re: segmentations of customers based on health claims / pharmacy data
· Define requirements for associate dashboard and liaise with technical teams (Kroger and dunnhumby) to create prototype
· Work with dietitians and medical experts (e.g. nuval) and global personalization team to create working example of health and wellness dashboard – initial focus on Kroger / dunnhumby associates
· Define how Kroger work and learnings can be applied with health plans – leverage Linkwell relationship to build strategic engagement plans
· Market Research - determine the competitive advantage and potential go to market approach for a Kroger / dunnhumby Health Management Service. Liaise with industry experts (internally, externally – e.g. at relevant conferences) to determine the competitive advantage and potential go to market approach for a Kroger Health Management Service
· Research potential acquisition targets (Kroger or dunnhumby) to accelerate the opportunity in this space
Key skills required to be able to perform this role:
  • Proven leadership with strong client relationship skills
  • Experience in strategic planning and execution
  • Excellent experience collaborating with and managing stakeholders including C-level executives, 3rd parties, and cross-functional teams with the ability to foster strong relationships with, and liaise between the business units
  • Advanced verbal and written communication skills; excellent presentation skills; strong time management skills, with an ability to effectively manage competing priorities
  • Advanced structure, organizational, and analytical skills to complement creativity and flexibility
  • Proficient in analyzing, summarizing, and simplifying various sources of complex information
  • Proficient in following Microsoft Office applications: Power Point, Visio, Excel and Word
  • Intimate experience in a fast-paced matrix organizational structure that includes an overarching knowledge of the business
  • Ability to influence and gain Senior Leadership support and buy-in to new approaches
  • Well connected in the Health Industry
  • Key requirements involve working either internally or externally with a business using a large customer data set to drive customer first programs. These programs should involve the use of analytics, primary research and direct marketing using internal or external partners.

Specific Requirements:
  • Minimum of a Bachelors degree. While we don’t require a specific degree, typical successful candidates have a degree in Marketing, Economics, Management, Finance, English, Communications or Geography.
  • A Masters degree is preferred, but not required.
  • 7-10 years of relevant work experience in the Health industry
  • Experience in strategic planning and execution
  • Prior P&L ownership

Personal Characteristics: · A strategic, creative and analytical mind.
· Strong verbal and written communication skills.
· A results-oriented outlook with the ability to prioritize and deliver on key initiatives.
· The intellectual capacity that ensures credibility when dealing with business leaders.
· Excellent people and project management skills.
· Professionalism and strong interpersonal skills.
· Ability to work effectively with and through others, a team player.
Alignment with dunnhumby’s Values and Beliefs
Curiosity: we have an endless appetite to understand, challenge, innovate and learn

Passion: we are relentless in our positive enthusiasm

Courage: we take the right route not always the easy one

Collaboration: we work best when we work together

Start with data: customers tell us the right thing to do through the data

Our great people: great people are what sets us apart

Genius of simplicity: true genius comes from making the complex simple

Customer first: if you’re loyal to customers, they’ll be loyal to you

Required Skills

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About this company
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dunnhumby is the world’s leading customer science company. We analyse data and apply new insights from more than 400 million customers...