Customer Data Manager

3 weeks ago

Luton, United Kingdom TUI Full time

An outstanding opportunity to help create and deliver the product vision for TUI’s Group-wide Customer Data Services.

The Customer data manager will ensure that our customer data is fit-for-purpose, that we maintain our data quality, and above all, governing our customer data so that it is secure and meets legal guidelines concerning the storage, transfer, and deletion ofdata. This role will be mainly responsible for our CDS Platform and the data we hold within it as well as supporting legacy local customer systems. The customer data manager will also work with business stakeholders to understand and analyse business requirementsincluding issue management and new data feed integration and managing these changes with the relevant internal or external development teams with the support of Product Owners.

Master Data Management and Marketing Permissions Management are a big part of this role, and you will be supporting the strategic implementation of these core areas.

The role will be part of the Customer Data Services team, which is spread around the UK, Germany, Belgium and Portugal so there is flexibility on the location as we are highly virtual teams.

**ABOUT THE JOB**

**As a Customer Data Manager in TUI’s Customer Data Services team, you’ll help support and deliver the roadmap for Customer Data Services. You will**:
**Define Customer data roadmap**:
Work closely with the head of customer data to ideate and build a roadmap for the customer data strategy across TUI. Define any business logic that needs to be implemented and how customer data should be stored and managed across the Group including masterID management and marketing permissions management.

**Own standardisation & Testing**:
Responsible for defining and managing the standards of data across our Group platforms. Improve data quality across all markets so that we are capturing and storing data that can be used effectively. Responsible for testing data coming in and out of systemsto ensure good data quality and accuracy.

**Manage and implement customer data governance :**
Define and manage our customer data governance policies, processes and be instrumental in its roll out to the business. Ensure that business processes with regards to data governance are being followed and champion any changes for improvement. Liaise with legal,governance and data security teams to ensure that we are fully compliant with regards to the capture, storage and use of our customer data in all parts of the business. Manage reference data and standardisation within the systems across the different platforms.

**Responsibility for BAU activities across markets :**
Responsible for determining root-cause for data issues across Group and local systems as the data will be coming from and delivered to multiple systems around the business. Drive activities including changes to business rules, business process and system changesto resolve any issues including data quality. Ensure local market customer systems are working as they should with the Group systems.

**Engage Stakeholders effectively :**
Liaise with a variety of key stakeholders in development and business areas, building strong working relations across markets.Most deliverables for the coming years will be Cross-Platform so the Customer Data Manager will be required to work closely withowners in other Group Platforms and ensure alignment of requirements and expected deliverables. Ensure all stakeholders are updated appropriately on a regular basis.

**Monitor and drive KPI Performance**:
Take personal ownership of key customer data KPIs and ensure that all developments are aligned to drive performance and have clear metrics, tracking mechanisms and targets. Highlight under-performance of metrics and develop plans in the roadmap and backlogin conjunction with the Business Lead to address these.

**ABOUT YOU**
- Significant experience of managing and governing customer data in a large enterprise
- Excellent customer data analysis skills including data manipulation skills using SQL queries
- Knowledge and understanding of data governance and data security principles
- Strong communications and influencing skills, analyse and communicate technical concepts to create practical solutions and influence decisions
- UAT experience required
- Exceptional stakeholder engagement, able to develop trusted working relationships across business boundaries
- Exceptional collaboration skills, able to work closely with people from different backgrounds such as business or technical

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