Job Title: Manager Customer Master Data (CMD)
Function: Sales Operations / Commercial Operations
Experience: 10+ Years
Location: Hyderabad, India Global Capability Center (GCC)
Work Mode: Work from Office – 5.00 PM to 2.00 AM IST
Role Overview
We are looking for an experienced Manager – Customer Master Data (CMD) to lead the end-to-end management, governance, quality, and continuous improvement of Customer Master Data across the organization.
The role will be responsible for establishing and maintaining robust Customer Data Governance frameworks, processes, standards, and controls, while ensuring high-quality and reliable customer data across CRM and other enterprise platforms.
In addition to core Customer Master Data responsibilities, the role will have a strong analytics and business insights component, leveraging customer data to identify trends, improve data quality, enable customer segmentation, and support data-driven commercial decision-making.
The ideal candidate will be a strong data and business leader who can work across Sales Operations, CRM, IT, and global business teams to improve the quality, usability, and value of customer data.
Key Responsibilities
1. Customer Master Data Management
Own the end-to-end Customer Master Data lifecycle, including customer creation, modification, validation, enrichment, maintenance, and deactivation.
Establish standardized processes to ensure accuracy, completeness, consistency, and timeliness of customer master data.
Define and maintain customer data standards, business rules, validation criteria, and approval workflows.
Manage customer master data requests, exceptions, and escalations in line with defined SLAs.
Ensure appropriate controls are in place to prevent duplicate, inaccurate, incomplete, or inconsistent customer records.
2. Customer Data Governance
Develop, implement, and continuously enhance Customer Data Governance frameworks, policies, standards, controls, and operating procedures.
Establish clear data ownership, stewardship, accountability, and governance structures.
Define and monitor data-quality standards and governance KPIs.
Conduct periodic data-quality assessments and drive corrective actions based on identified gaps.
Partner with business stakeholders to establish consistent customer-data definitions and standards across functions and geographies.
Drive governance adoption and compliance across relevant business teams.
3. Data Quality & MDM
Lead initiatives focused on data quality, cleansing, deduplication, matching, enrichment, and standardization.
Identify root causes of recurring data-quality issues and implement sustainable corrective measures.
Develop data-quality rules, controls, exception reports, and monitoring mechanisms.
Ensure adherence to Master Data Management (MDM) principles and best practices.
Drive continuous improvement in customer-data accuracy, completeness, and usability.
4. Customer Analytics & Insights
Leverage Customer Master Data to generate actionable customer insights and analytics.
Develop analytical views to identify customer trends, data gaps, duplicate patterns, inactive customers, and other opportunities.
Support customer segmentation and profiling using relevant customer attributes and business data.
Develop and maintain CMD dashboards, scorecards, and management reports to monitor data quality and business impact.
Translate customer-data trends into actionable insights and recommendations for Sales, Marketing, Finance, and business leadership.
Partner with Sales Operations Analytics teams to improve the use of customer data for reporting, forecasting, territory planning, segmentation, and commercial analytics.
5. CRM & Enterprise Platform Integration
Partner with IT, CRM, Sales Operations and other business teams to ensure effective integration of Customer Master Data across CRM and other enterprise platforms.
Support CRM enhancements, system implementations, data migrations, and integration initiatives from a Customer Master Data perspective.
Ensure consistency of customer data across systems and identify opportunities to improve data synchronization and integrity.
Define business requirements and data-related controls for new system enhancements and projects.
Support UAT and validation of customer-data processes and system changes.
6. Process Excellence & Automation
Continuously identify opportunities to simplify, standardize, automate, and improve CMD processes.
Drive automation of manual data-management activities and quality controls.
Establish and monitor process SLAs, turnaround times, productivity, and quality metrics.
Identify opportunities to improve operational efficiency through technology, analytics, and process redesign.
Lead continuous improvement initiatives that enhance the overall customer-data operating model.
7. Stakeholder & Team Management
Lead, coach, and develop the Customer Master Data team, building strong capabilities in data management, governance, analytics, and business partnering.
Act as the key point of contact for Customer Master Data across business and functional teams.
Build strong relationships with global stakeholders and influence decisions related to customer data standards and governance.
Communicate data-quality trends, risks, opportunities, and improvement initiatives to senior leadership.
Drive a culture of data ownership, accountability, quality, and continuous improvement.
Required Skills & Competencies
Strong experience in Customer Master Data Management / Master Data Management / Data Governance.
Strong understanding of the end-to-end Customer Master Data lifecycle.
Hands-on experience with data quality, cleansing, deduplication, matching, enrichment, and standardization.
Strong understanding of MDM principles, data governance frameworks, data stewardship, and data ownership.
Experience working with CRM platforms and enterprise applications.
Strong analytical and problem-solving capabilities.
Experience in Customer Analytics, customer profiling, and segmentation.
Good working knowledge of Excel, SQL, Power BI, or other data analytics and visualization tools.
Strong understanding of data structures, relationships, validation rules, and data-quality metrics.
Experience in process improvement, workflow optimization, and automation.
Excellent stakeholder management and communication skills.
Ability to translate complex data issues into business-focused insights and recommendations.
Strong people-management and leadership capabilities.
Preferred Experience
Bachelor’s degree in business administration, Information Systems, Computer Science, Data Management,
Engineering, or a related discipline.
MBA / Postgraduate qualification in Business, Analytics, Operations, or a related field is preferred.
8–12 years of relevant experience in Customer Master Data, MDM, Data Governance, CRM, Sales Operations, Business Analytics, or related areas.
Experience working in a Global Capability Center / global organization supporting multiple regions or business units.
Experience managing teams and working with senior stakeholders.
Exposure to large-scale CRM implementations, ERP systems, data migrations, or MDM programs.
Experience working with large customer datasets and implementing data-quality improvement programs.
Experience in building data-quality dashboards and analytical solutions is preferred.
