Staples Manager, Customer Data Management in Framingham, Massachusetts

Description

The Manager, Customer Data Management will report to the Sr Manager, Customer Data Steward, and will be responsible for the execution of Staples customer data management strategy. This strategy will include but not limited to definition of taxonomy, cleansing customer data, unification, governance, as well as measurement and continuous improvement. This role will work closely with different departments in our organization to monitor how data is collected, measure how data is maintained, and work on the operational implementation for the governance of our customer data.

Primary Responsibilities:

Working with the Business

  • Ability to work business stakeholders as well as other data stewards to define data definitions, data rules, and standardized meta-data.

  • Work with other data stewards in other business functions to understand the use of their data, and how it will work within the customer data management strategy

  • Work with the business to resolve issues related to data quality, data integrity, and data definitions

Customer data management process

  • Develop a process to collect and measure common customer data within the Customer Contacts, Accounts and Activities (Engagement as well as transactions) data sets.

  • Work with Staples stakeholders (website ops, sales ops, IT, product/merchandising etc.) on the collection of detailed and relevant customer data taxonomy fields representing our customer’s demographic, firmographic information as well as all interactions/behaviors with Staples

  • Execute on process to manage the customer data management process pertaining to ingestion, modification, storage and disposition of customer data sets

Customer data management execution

  • Partner with other functions (IT in particular) to implement the customer data management process in its entirety including all phases: Define, cleanse, unify, govern, measure and audit for continuous improvement

  • Establish clear cadence for identification of data cleanse and quality improvement opportunities and coordinate the implementation with other functions (IT in particular)

  • Manage a customer data health dashboard to represent the true health of customer data at Staples to show readiness as well as output

  • Provide effective training and documentation on the collection and use of data

Innovation and Change

  • Evangelize Customer data management practices across Staples to drive common understanding of Customer taxonomy, definitions and business/access rules for customer data sets

  • Use innovative data management concepts to minimize implementation time

Communication/Interactions:

  • Work with Internal & External Customers / Suppliers as well as Third Parties

  • Work with other functions website operations, merchandising, sales operations, IT to execute on customer data management strategy

KPIs– Key Performance Indicators

  • Customer database quality (completeness, validity, freshness)

  • Quality of data for accounts and contacts in database

  • Assist in the decrease of data management cost through elimination of manual processes for customer data clean up

Qualifications

Basic Skills:

  • B.S./B.A. degree, ideally in computer science, marketing or business.

  • 7+ years of experience in marketing including minimum 3 years of experience with data management and reporting for data-driven marketing organizations

  • Proven experience for being accountable, and delivering on the integrity and quality of customer data initiatives

  • Ability to work with business owners and data consumers to define customer data definitions that may exists across different domains

  • Ability to take ambiguous customer data requirements for business stakeholders and turn them into actionable tasks and or projects

  • Ability to drive clearly defined data standards across the different functions of the business

  • Ability to work independently and influence other stakeholders to create alignment on complex topic with often opposite viewpoints

  • Experience with data governance and driving data standards through governance committees

  • Must have solid multi-year experience effectively partnering with IT organizations to ensure implementation of marketing/business needs within strict time constraints

  • Creative problem solver with high attention to detail and must be comfortable working in cross-functional and heavily matrixed environment

  • Must be customer-centric in thinking with process-orientation and solid understanding of customer lifecycle to drive implementation of customer data strategy across the organization.

  • Knowledge of these marketing tools and technologies are needed to be successful in this role:

  • Marketing and sales automation platforms

  • Business intelligence tools

  • Data modeling and analytics tools

  • Content management/Web content management/Digital media and social media tools

Preferred skills:

  • MBA strongly preferred

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.