Senior Specialist - CDP Program Manager

In short

The Digital Customer Team is looking for an experienced Customer Data Platform Program Manager. As our CDP Program Manager, you’ll be the architect behind the activation of our Customer Data Platform, steering its evolution and maximising its potential. Your goal is to create a roadmap that unlocks value for our business by leveraging customer data. Together with the Data Product Manager, you will be driving the development, maintenance and optimisation of the CDP ensuring personalised, data-driven strategies that translate into valuable customer experiences and tangible business results. You will work cross-functionally to create and implement use cases for coherent customer journeys collaborating with Tech, Data Product Teams and Data Science as well with Marketing and Customer Experience teams to align data strategies with business objectives.

Your Mission

• Shape the Vision: Define and drive the strategic roadmap for our CDP, aligning it with our digital priorities and customer experience aspirations, unlocking value from data integrity through identifying and enabling the optimisation of relevant customer journeys
• Complete Customer Profiles: Work closely with Data, Digital Marketing, Digital Product, Retail, Customer Service, Events team to identify opportunities to increase the customer knowledge through integration of new data sources and profile enrichment strategies
• Platform Management: Oversee the day-to-day operations of the CDP, including data integration, quality assurance, and system performance and work closely with the CRM & Systems team and Data Product Manager on strategy and maintenance
• Data Governance: Establish and enforce data governance policies to ensure data accuracy, security, and compliance with regulations
• Collaborate and Innovate: Partner with cross-functional teams to harness the CDP’s capabilities, delivering actionable insights and exceptional customer journeys that meet business objectives and enhance customer insights
• Unlock Insights: Leverage the CDP and collaborate with Customer Analytics to uncover deep customer insights, powering personalised marketing campaigns and elevating customer satisfaction
• Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of the CDP and its impact on business outcomes
• Vendor Management: Manage relationships with CDP vendors and service providers, ensuring optimal performance and value by exploring new features and organising training for the team