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Supervisor, Customer Data Management

Position Overview:
The Customer Data Management Supervisor manages our customer database that includes defining/implementing rules and governance, processing external data, entering and validating new customer records, and performing regular audits to ensure that our customer records are current and accurate. This will allow us to better serve our customers. The Customer Data Management Supervisor will also segment our customers, determine customer segment demographics, and work with the commercial team to identify customer targets for sales and marketing campaigns.
Essential Duties and Responsibilities:
Supervise Customer Data Management team that includes training and developing team members, assessing team members and team performance, and evaluating needs of team
Segment our customer database and determine customer segment demographics
Work with the commercial team (Sales, Marketing, E-commerce and Marcomm) to identify customer targets for sales and marketing campaigns
Keep customer database up-to-date and accurate
Clean customer data that include linking different party sites to correct customer account, identifying and inactivating duplicate accounts, and resolving customer data conflicts
Create, validate and set up new customer records
Process customer GPO and IDN memberships
Process leads generated from trade shows
Manage CDM and IM queues to answer internal/external customer questions and requests
Identify and determine value of external data sources
Process external data sources and incorporate into internal customer database
Prepare upload files to import external customer data and upload files into system
Maintain and update customer alert message in system
Maintain data validation/LOV tables in system
Set up EDI/GHX for electronic ordering
Process web registration
Define business rules and governance for customer data
Work with Sales Directors to define and maintain GPO/IDN membership rules
Work with IT and key stakeholders to define, submit and test system enhancements
Manage and continuously improve Customer Data Management processes that include documentation, alignment with other departments, external software review, automation and system enhancement
Perform audits to ensure accuracy and integrity of customer database
Troubleshoot customer/data issues involving system and business logic
Special projects as assigned
This individual will manage a team of 2-4 people.
This is a full time position located in Valencia, CA with limited travel requirements.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
5 or more years of experience (preferably in the healthcare industry) working on customer data management with increasing responsibilities
Bachelor degree, preferably in a business-related field
MBA a plus
Language Skills:
English fluency. Ability to read and interpret documents, instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively.
Mathematical Skills:
Ability to apply concepts of Algebra, Statistics and Probability.
Reasoning Ability:
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions.
Other Skills and Abilities:
People management and supervisory skills
Proven experience in managing customer database
Proven experience in customer segmentation
Excellent computer skills in Excel, Word and Powerpoint
Proficient in database-reporting/data processing software such as ACCESS and Alteryx
Solid understanding of address standardization and merge/purge methodology for customer matching
Ability to organize and present data
Excellent research skills
Excellent communication skills, including interpersonal, written, and oral presentation
Strong initiative and self-motivated
Strong work ethics
Must be detailed oriented
Ability to work independently and in a team environment
Ability to meet deadlines
Ability to multi-task
Ability to solve problems and think outside the box
Strong attendance record
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, or crouch; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles that do not exceed the permissible exposure limits. The noise level in the work environment is usually moderate.
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