Key Responsibilities –
Customer Data Governance:
Establish, maintain, and enforce data governance policies, standards, and procedures related to customer data.
Ensure that customer master data is accurate, consistent, and compliant with local and global regulatory requirements (e.g., GDPR, CCPA).
Define and implement best practices for data quality, data entry, validation, and auditing.
Data Integration & Maintenance:
Oversee the integration of customer master data into various systems (CRM, ERP, etc.) across different platforms and business units.
Ensure smooth data flow, eliminating redundancies and inconsistencies across systems.
Manage the lifecycle of customer data, including onboarding, updates, and retirements.
Leadership & Team Management:
Lead a global team of customer data specialists, ensuring effective management of customer master data across all regions and business units.
Provide mentorship, coaching, and development opportunities to the team members.
Drive performance, collaboration, and engagement within the team, fostering a culture of accountability, excellence, and continuous improvement.
Training & Knowledge Sharing:
Develop and lead training programs for business units on best practices for customer data management, ensuring they understand how to leverage customer data for enhanced retail operations and customer engagement.
Participate and lead on all projects related to Customer Master Data. Actively participate in UAT, SRT for any IT related projects & implementations, proactively assess challenges.
Reporting & Analytics:
Provide regular reports and dashboards on the quality and status of customer data, highlighting any risks, trends, or areas for improvement.
Use data analytics to identify and address potential issues, such as duplicate records, missing information, or data accuracy gaps.
Process Improvement & Automation:
Identify opportunities to streamline and automate customer data processes to improve efficiency, reduce errors, and enhance data quality.
Drive continuous improvement initiatives to enhance customer data accuracy, timeliness, and reliability.
Collaboration & Stakeholder Engagement:
Work closely with internal stakeholders such as Sales, Marketing, Finance, IT, and Legal to understand business requirements and ensure alignment of data management strategies.
Serve as the point of contact for any customer data-related issues or inquiries, providing guidance and solutions as necessary.
Collaborate with data governance and IT teams to ensure seamless data operations and troubleshooting.
Experience:
7+ years of experience in customer master data management or data governance, with at least 2-3 years in a leadership or team management role.
Proven experience in managing global, cross-functional teams and driving data quality initiatives.
Strong experience with data governance tools, CRM systems (e.g. PEGA, Service Now, Salesforce), ERP systems (e.g., SAP, Oracle), and data integration tools.
Experience in working within a multinational organization, especially in managing cross-border data compliance. Managing global customer data in a multi-channel retail environment is a plus.
Skills:
Proficiency in data management platforms, ERP systems, and CRM tools. Familiarity with data privacy regulations is a plus.
Strong understanding of retail business operations and how customer data can be used to enhance customer experiences.
In-depth knowledge of data governance principles, data quality frameworks, and data management best practices.
Knowledge of data privacy regulations such as GDPR and CCPA.
Excellent verbal and written communication skills with an ability to communicate and influence at all levels of the organization and with outside supplier.
Qualification:
Education: Bachelor’s degree in business administration, Data Management or a related field.
Work Environment: