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CRM Customer Data Lead Consultant

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This contract position serves as the Customer Relationship Management team’s strategic interface between Marketing, cross-divisional business partners, IT and external business partners/vendors with respect to customer data.

In this role you will:

  • Execute on the established business vision and strategy for customer relationship management systems and communications.
  • Execute and articulate the customer data vision in order to build solutions and campaigns in support of customer needs.
  • Provide oversight, guidance and subject matter expertise during project/campaign implementation.
  • Serve as an expert in understanding integration points and use of common data across systems in order to create a consistent 360 view of our customer across the company.
  • Participate on behalf of CRM in the Customer Data Governance Council.
  • Be responsible for ensuring corporate standards are met in regards to customer data security.
  • Be accountable for maintaining a high degree of customer data quality and accuracy of customer data systems/processes/campaigns.

    Key Responsibilities:

    Program/Project Management

  • Manage activities required to operate an analytic customer data system (ex. Marketing Database, MRM, other CRM tools) that may incorporate interrelated multiple projects, (typically cross-divisional and multiple audiences). This may involve managing highly complex and high-risk projects by leading or working with a program team of project managers.
  • Collaborate with IT to: develop an integrated overall program plan and/or business requirements with respect to customer data; work closely to execute the program plan and manage overall change control and to document lessons learned. In addition, you will develop and maintain overall program plan elements and prioritize enhancements.
  • Work with Business delivery lead to manage program time and cost to ensure timely completion of projects within acceptable budget tolerances. This includes: activity definition, prioritization, sequencing, activity duration estimating, schedule development and control, resources planning, cost estimating and budgeting, and cost control.
  • Manage program quality with high quality planning, quality assurance and quality control. You will proactively look for defects by monitoring specific campaign/project results and campaign/project processes, and make adjustments to ensure quality improvement efforts.
  • Be accountable for marketing campaign data strategy execution to drive incremental growth.
  • Manage program risk by ensuring appropriate risk identification and control. Develop and manage risk management plans, contingency plans, and a risk reduction action plan – to initiate plans as appropriate.
  • Design, create and execute complex customer communication campaigns in the CRM software.
  • Design, create and run business acceptance testing for designed customer communication campaigns.

    Data Management & Integrity
  • Participate in the Customer Data Governance committee/team in identifying current/future data needs, developing functional requirements, and monitoring the projects progress.
  • Understand the use of data elements across the organization. Develop standards for data quality and also recommend and coordinate efforts to improve data quality and monitoring.
  • Work with IT and other business partners to ensure data selected for entry into application systems is verifiable, validated using appropriate sources, and complete.
  • Partner with IT and other business partners to ensure data collected is securely stored in all locations needed for business and customer analysis.
  • Collaborate with IT and other business partners and/or vendors to ensure data is stored in a way that maintains the integrity of the information and will provide for future historical analysis.
  • Maintain compliance with all company and regulatory requirements for privacy and data security.

    Business Process and Technology Integration

  • Provide consultation to project teams (Marketing etc.) and IT technologists to ensure the effectiveness of system flows, data usage and manual or automated processes.
  • Analyze business and system requirements (impact analyses on existing systems) to develop business specification for complex components that cross systems.
  • Provide leadership to ensure that business processes and use of data that cross systems are seamlessly integrated and consistent.
  • Work with project teams to identify and evaluate workflow options and assess issues and risks, especially where flows and/or use of data impact multiple systems. Identify risks and deviations from vision for various approaches.
  • Work with project teams to promote commonality in use of components and data elements across the business and customer audiences.

    Business Technology Strategy Development

  • Identify opportunities and recommend business system initiatives that support corporate strategic plans, division goals and objectives.
  • Consult with project teams to translate high-level business vision and scope into detailed functional specifications and work with stakeholders to determine the best means to automate business processes.
  • Evaluate solution options provided by IT. Provide recommendations based upon the ability to meet the requirements, cost and schedule objectives and serve as focal point for IT throughout the lifecycle of the project.
  • Develop a business and customer integration process to assess and manage the impact of projects and changes on client operations and processes.
  • Establish consistent vision and approaches for providing customer support across lines and interactions based on a cross-project assessment of impacts to hardware, software, education and business system processes.
  • Continue communication with vendors and professional organizations to maintain business system application expertise and best practices.
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