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CRM Customer Data Steward
POSITION PURPOSE:
The CRM Customer Data Steward is a hands-on business data stewardship role responsible for ensuring that customer data in CRM is trusted, complete, well-structured, governed, and ready for commercial use, analytics, automation, and AI-enabled customer engagement. The role focuses on improving the quality and usability of CRM customer data across markets, platforms, and customer-facing processes.
This role owns the day-to-day stewardship routines for CRM customer data, including business definitions, metadata, data quality checks, issue triage, remediation follow-up, glossary management, and process documentation. It ensures that customer records, account hierarchies, contact data, segmentation attributes, consent and preference data, interaction data, and CRM process data are managed consistently and can be reused across reporting, Customer360, field-force effectiveness, personalization, and AI-supported use cases.
The role is forward-looking and automation-minded. It does not only maintain CRM data; it continuously improves how CRM processes work. This includes identifying manual steps, recurring data quality issues, duplicate work, approval bottlenecks, exception handling gaps, and reporting friction — then translating these into practical improvements, workflow automation opportunities, AI-enabled support, and scalable stewardship practices.
As CRM becomes more connected with customer engagement, commercial execution, analytics, and AI, this role strengthens the data foundation needed for better decisions and better customer interactions. It helps ensure that CRM data is not only correct, but also understandable, connected, explainable, compliant, and ready to power future capabilities such as Customer360, next-best-action, AI-assisted field-force planning, automated data quality controls, and conversational analytics.
This is a global role based out of India.
YOUR TASKS AND RESPONSIBILITIES:
- Own CRM customer data stewardship routines, ensuring customer data in CRM is accurate, complete, consistent, timely, compliant, and fit for business use across markets, customer-facing teams, and connected systems.
- Improve CRM data quality end-to-end by monitoring completeness, duplication, consistency, timeliness, usability, and business relevance across customer accounts, contacts, hierarchies, segmentation attributes, consent indicators, interaction data, and related CRM objects.
- Lead day-to-day CRM customer data operations, including data creation, maintenance, enrichment, correction, validation, approval workflows, duplicate resolution, controlled retirement, and issue resolution.
- Define, maintain, and enforce CRM customer data standards, including business definitions, required fields, metadata, glossary terms, validation rules, account hierarchies, customer classifications, ownership rules, and source-system references.
- Own CRM metadata and glossary management, ensuring key customer data elements, definitions, ownership, quality rules, lineage, and approved business terminology are documented and consistently understood by business and technical teams.
- Establish and manage CRM data quality monitoring, including scorecards, KPIs, service levels, dashboards, issue logs, root-cause analysis, remediation tracking, and continuous improvement actions.
- Act as the lead escalation point for CRM customer data issues by assessing business impact, prioritizing defects, coordinating resolution, communicating risks, and preventing recurring problems through sustainable process or system fixes.
- Translate CRM business requirements into executable data rules, validation logic, workflow steps, approval processes, exception handling, and issue-resolution playbooks.
- Identify and drive opportunities to simplify, standardize, and automate CRM processes, including manual data entry, data validation, duplicate detection, enrichment workflows, approval routing, exception handling, quality checks, and stewardship reporting.
- Partner with CRM product owners, business teams, Sales, Customer Engagement, Commercial Excellence, eCommerce, analytics, IT, data engineering, privacy, security, and local market teams to align CRM data capabilities with business priorities and priority use cases.
- Support the design and continuous improvement of CRM customer data models, customer hierarchies, segmentation frameworks, Customer360, field-force reporting, customer engagement insights, and enterprise customer master data capabilities.
- Ensure CRM data is ready for AI-enabled use cases by improving business context, metadata, semantic definitions, consent awareness, data quality rules, and explainability of customer data used in analytics, automation, and AI tools.
- Support AI-enabled CRM transformation by helping define the data foundations required for next-best-action, AI-assisted customer planning, conversational analytics, automated recommendations, customer prioritization, and more intelligent field-force workflows.
- Coordinate onboarding and integration of new CRM customer data sources and datasets, ensuring validation, testing, governance approval, documentation, process alignment, and stakeholder adoption.
- Manage stewardship activities across global and local teams, ensuring consistent use of CRM data definitions, business rules, quality standards, issue-management processes, and responsible data usage.
- Work with internal and external data providers, CRM implementation partners, technology vendors, system integrators, and managed service teams to ensure reliable, documented, high-quality, and sustainable CRM data delivery.
- Act as the business-side quality gate for externally delivered CRM data work, including cleansing, enrichment, matching, migration, automation, dashboarding, and governance deliverables.
- Train and enable local data stewards, CRM administrators, business users, and customer-facing teams on CRM data standards, stewardship routines, issue handling, data quality expectations, and responsible use of AI-enabled tools.
- Communicate CRM data updates, quality issues, governance changes, risks, decisions, automation opportunities, and improvement actions clearly to stakeholders and user communities.
- Enable CRM data products, Customer360, analytics, AI initiatives, personalization, reporting, and data-driven decision-making by ensuring CRM customer data is trusted, explainable, connected, and ready to use.
WHO YOU ARE:
- Bachelor’s or Master’s degree in Data Management, Information Systems, Business Analytics, Business Administration, Computer Science, Commercial Operations, or a related field.
- 5+ years of experience in CRM data stewardship, customer data management, CRM operations, master data management, data quality, business analysis, data governance, or commercial data operations.
- Strong understanding of CRM customer data concepts, including account and contact data, customer identifiers, account hierarchies, customer segmentation, consent and preference data, interaction history, territories, field-force data, deduplication, match-and-merge, survivorship, and golden records.
- Practical experience with CRM platforms such as Salesforce, Microsoft Dynamics, Veeva, IQVIA OCE, CustomerTimes, BayTouch, Asseco, or comparable CRM solutions; experience with MDM platforms such as SAP MDG, Informatica, Reltio, TIBCO EBX, or comparable tools is an advantage.
- Strong knowledge of data stewardship and data governance practices, including data ownership, stewardship routines, metadata management, business glossaries, data quality KPIs, issue triage, lineage, access, privacy, consent, and change control.
- Experience improving CRM processes through standardization, automation, workflow redesign, better controls, clearer ownership, and more scalable operating routines.
- Ability to translate business needs and CRM pain points into clear data standards, business rules, process requirements, validation logic, automation opportunities, and operational workflows.
- Hands-on experience with data analysis, issue investigation, data quality reporting, and root-cause analysis; familiarity with SQL, Power BI, Tableau, Excel, Snowflake, Databricks, or comparable tools is an advantage.
- AI-curious and automation-minded, with a practical understanding of how CRM data structure, metadata, business context, consent, and quality influence analytics, machine learning, generative AI, and AI-assisted business workflows.
- Good understanding of how CRM customer data supports Customer360, customer engagement, field-force effectiveness, segmentation, personalization, next-best-action, commercial reporting, and AI-enabled decision support.
- Experience working with external partners, CRM vendors, system integrators, data providers, or managed service teams, with the ability to define requirements, challenge quality, validate outputs, and ensure sustainable handover.
- Excellent stakeholder management skills, with the ability to work across global, regional, and local teams and explain CRM data issues clearly to non-technical business users.
- Structured, detail-oriented, pragmatic, and delivery-focused, with the ability to manage multiple priorities, lead issue resolution, and drive continuous improvement.
- Fluent English required; additional languages are a plus.
Ever feel burnt out by bureaucracy? Us too. That's why we're changing the way we work- for higher productivity, faster innovation, and better results. We call it Dynamic Shared Ownership (DSO). Learn more about what DSO will mean for you in your new role here
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