Customer Master Data Governance Lead

Location: Frankfurt, DE

Department: Global Commercial Excellence

Reports to: Global CRM & Applications Lead

Summary:

The Customer Master Data Management (MDM) Governance Manager will lead the development, implementation, and ongoing management of the company’s Customer Master Data Management strategy. This role is pivotal in ensuring the accuracy, consistency, and integrity of customer data across the organization. The Manager will collaborate with cross-functional teams, including Sales, Marketing, IT, Compliance, and Operations, to align data management practices with business goals and regulatory requirements. The ideal candidate will possess deep expertise in data governance, business process mapping, business rule definition, and the latest technologies for effective data management.

Key Responsibilities:

1. Master Data Management Strategy:

• Develop and implement a comprehensive MDM strategy aligned with the company’s business objectives and regulatory standards.
• Define and drive the roadmap for customer master data management, ensuring scalability and adaptability to future business needs.

1. Data Governance:

• Establish and enforce data governance frameworks, policies, and standards to ensure the accuracy, consistency, and security of customer data.
• Lead the Data Governance Council, collaborating with business stakeholders to define and prioritize data governance initiatives.
• Monitor and report on data quality metrics and initiate corrective actions as necessary.

1. Business Process Mapping:

• Work closely with business units to map out current and future state business processes related to customer data management.
• Identify and address gaps in existing processes to improve efficiency and data quality.
• Ensure that business process designs are aligned with MDM best practices and support the company’s data strategy.

1. Business Rule Definition:

• Collaborate with business stakeholders to define and document business rules for customer data management, including data validation, enrichment, and standardization.
• Implement automated processes for enforcing business rules, minimizing manual intervention, and reducing data errors.
• Develop a robust authorization concept that defines roles and responsibilities in the customer data lifecycle and ensure consistent application across the organization.

1. Continuous Data Management:

• Oversee the continuous monitoring, cleansing, and updating of customer master data to ensure data accuracy and completeness.
• Implement best practices for data stewardship, including the assignment of roles and responsibilities for data ownership and management.
• Lead efforts to integrate new customer data sources, ensuring seamless incorporation into the existing MDM framework.

1. Technology and Tools:

• Evaluate, select, and implement advanced MDM technologies and tools that best meet the company’s needs for managing customer master data.
• Stay up-to-date with industry trends and emerging technologies to continually enhance the MDM program.
• Work with IT to ensure that MDM systems are integrated with other enterprise systems, enabling effective data sharing and utilization.

1. Compliance and Risk Management:

• Ensure that customer master data management practices comply with all relevant regulatory requirements (e.g., GDPR, HIPAA).
• Identify potential data risks and develop mitigation strategies to protect the integrity and confidentiality of customer data.

1. Stakeholder Communication:

• Serve as the primary point of contact for MDM initiatives, providing regular updates to senior management and key stakeholders.
• Collaborate with other data management teams to ensure a unified approach to data governance and management across the organization.
• Ensure proper collaboration with other key projects, such as ERP upgrades and CRM initiatives.

1. KPIs & Analytics:

• Define clear and meaningful KPIs regarding customer master data and data quality.
• Build analytics capabilities to maintain customer master data metrics and monitor KPIs regularly.

Qualifications:

• Bachelor’s degree in Business Administration, Data Management, Information Technology, Computer Science, or a related field; Master’s degree preferred.
• Minimum of 5-7 years of experience in Master Data Management, with at least 3 years in a leadership role within the pharmaceutical or life sciences industry.
• Strong knowledge of data governance, data quality management, and data stewardship principles.
• Experience with MDM and CRM tools and technologies, such as Informatica, SAP MDG, Salesforce.com, Veeva CRM, Reltio, or similar platforms.
• Proven track record of leading cross-functional teams and managing complex data management projects.
• Excellent communication, analytical, and problem-solving skills.
• Familiarity with regulatory requirements in the pharmaceutical industry (e.g., GDPR, HIPAA).

Preferred Qualifications:

• Certification in Data Management (e.g., DAMA) or related areas.
• Experience in business process re-engineering and process optimization.
• Knowledge of customer data management specific to the pharmaceutical industry.