Salesforce Customer Data Manager

Position: Salesforce Customer Data Manager

Responsibilities include:

Managing the migration, integration and transformation of customer data across the business from various systems and sources into the centralised customer system, defining and managing the data flow to support different internal clients. This role is in charge of data governance by maintaining the quality and integrity of data and ensuring that the business is meeting the necessary compliance laws and regulations in terms of customer data storage.

Key Accountabilities - 

- Work with the data architecture to form the customer data strategy and build a solid technology foundation around customer data. Lead the development team to deliver customer data projects.

- Act as the Product Owner of the customer projects and apply Agile methodology to the project management. Lead the sprint review, write user stories and organise the daily scrum call.

- Manage the data integration process of the centralised customer system: understand the data source(s), determine business requirements from marketing, sales, and customer service users, and the transformation of that data, recommend rules and business logic so the data can be used across a variety of platforms including salesforce.com and other internal systems.

- Lead the team to build and manage the customer data ecosystem. Work with data architecture and business to define the data flows and the handshake between marketing (suspects and unqualified prospects) and sales flows (customer and qualified prospects). Allow customer data to flow to different CRM platforms based on the business requirements.

- In charge of the data quality in the customer systems. Lead the team to complete weekly data quality checks across the customer eco-system and help resolve any data quality issues.

- Own and drive the data quality framework across the customer data eco-system and work with key areas of the business to improve cleanliness of customer data.

- Provide customer insight and analytic support to the business. Prepare monthly, quarterly, and annual data reports for distribution to stakeholders and ad hoc reports as necessary.

- Communicate with stakeholders and users about data changes or requirements and how this will affect their use of the data.

- Review and authorize any system changes that may affect data maintenance, analysis, reports or storage.

- Have an understanding of software, hardware and data storage best practices. Research efficient ways to organize, store and analyse data with attention to security and confidentiality. Suggest and initiate cost reductions by data improvement and data automation strategies.

- Work with GDPR project team to ensure customer data is cleansed and consolidated in the appropriate way and adhering to new GDPR regulations.

Knowledge and Qualifications

- Functional knowledge and experience with Mulesoft or other ETL tools are highly preferred

- Strong communication, negotiation, and leadership skills

- Highly numerate analyst experience, and strong experience of handling large data sets

- Experience of Saleforce.com CRM platforms, including Sales Cloud, Marketing Cloud, and Pardot

- Knowledge of customer data legislation and regulations

- Database maintenance, management, and reporting

- Good knowledge of SQL

- Reporting and analysis skills

- Process documentation skills

Skills and Behaviours Required

- Delegation and management

- Attention to detail

- Process improvement

- Quality focus

- Technical understanding

- Strong planning and prioritising skills

- Team working

- Building relationships

- Salesforce.com, Marketing Cloud, or Pardot Certification is a Plus