Customer Data Platform Manager II

Location

North Carolina | United States

Job description

At Popular, we offer a wide variety of services and financial solutions to serve our communities in Puerto Rico, United States & Virgin Islands. As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; this is why we value their diverse skills, experiences and backgrounds.

Are you ready for a rewarding career?

Over 8,000 people in Puerto Rico, United States and Virgin Islands work at Popular.

Come and join our community!

The Opportunity:

The Customer Data Platform Manager holds a pivotal role within the Data & Analytics department, focusing on leveraging the Customer Data Platform (CDP) for enhanced customer engagement across various channels including email, SMS, and direct mail. In this advanced position, you will spearhead strategies, oversee the execution of visions, and foster innovation to optimize the platform, ensuring aligned, effective, and data-driven customer outreach initiatives.

Your key responsibilities:

You will collaborate with multifaceted teams of specialists spread across various locations to offer a broad spectrum of data and analytics solutions. You will address complicated challenges and propel advancement within the Enterprise Data & Analytics function.

Specifically:

• Develop, articulate, and uphold a coherent vision, strategy, and set of objectives for the CDP, ensuring its potent utilization across diverse customer interaction channels such as email, SMS, and direct mail.
• Propel the team towards collective and individual achievements by providing strategic leadership, nurturing professional development, and promoting a collaborative team environment.
• Act as a vanguard of expertise regarding the CDP and data infrastructure, guiding various sectors of the organization in leveraging its functionalities for enhanced operational outcomes.
• Elevate the utility of the CDP by overseeing its comprehensive management to bolster digital and non-digital marketing strategies and optimize customer experiences.
• Enhance decision-making by employing data analytics to scrutinize and elevate the impact and efficiency of customer engagement journeys and campaigns.
• Promote a culture of excellence, continuous improvement, and innovation by defining and overseeing processes aimed at augmenting the quality of audience data and technological applications.
• Champion cross-functional collaborations, driving the CDP roadmap and fortifying partnerships to optimize the utilization of the platform across various organizational spectrums.
• Contribute thought leadership and strategic insights to foster the creation, application, and optimization of customer segments and audiences, enhancing targeted marketing initiatives and outcomes. Acts as a liaison for internal teams and platform vendor for planning and delivery of data needs.
• Consults with Marketing teams to support channel tactics or improve activity KPIs
• Manage daily operations of delivering audiences to digital channels (email, social, display, etc.), people management, plus long-term planning, organizing, staffing, leading & coordination of the team and projects
• Manages vendor relationship, including issue resolution, future product roadmap & identify new opportunities
• CDP subject matter expert, including data, definitions, and operating procedures.

To qualify for the role, you must have:

• Bachelor's degree in Computer Science, Information Systems, Engineering, Statistics, Mathematics, or a related field. A Master’s degree in a related field is a plus.
• 15+ years of experience in implementing large scale customer data management, data platform optimization, and/or personalized customer engagement in AWS, Azure, or Google Cloud, on-prem and Hybrid environment.
• Minimum 5 years of experience in leading and managing various functional team within customer domain such as data integration, ID resolution, unified customer profile, Customer 360, segmentation, customer master, or similar.
• Strong experience in designing, building, implementing, and managing CDP solution using industry leading products such as Salesforce, Adobe, Treasure Data, SAP, Netcore, and Twilio Segment
• Hands-on experience with On-prem & cloud data platforms such as Snowflake, AWS Redshift, Azure Synapse Analytics, Databricks, AWS Aurora, Oracle Exadata, SQL server, Hadoop, Spark, SAS viya and R.
• Experience in integrating tools and services in data security and data governance domains such as data modeling, data classification, data access control, data masking, data quality, metadata management, catalog, auditing, balancing, reconciliation, and data privacy compliance like GDPR & CCPA.
• Experience in Cloud transformation and implemented various strategies such as Rehost, Re-platform, Repurchase, Refactor / Re-architect , Retire , and Retain.
• Strong experience in building and managing application integrations using various patterns such as API, Streams, Event Driven, Micro services, micro-batch, batch process.
• Experience in 3rd party application integrations such as Adtech, MarkTech, and digital marketing.
• Experience in integrating CDP application with applications in various functions such as Origination, Servicing, Digital Channels, CRM, Marketing, Identity Management, and Collections
• Experience in implementing and managing scheduling & Orchestration tools such as AutoSys, ControlM, Apache airflow, Step Functions and Tidal.
• Experience in leading engineering teams and delivering data capabilities in following waterfall, iterative, scaled agile, scrum, and kanban methodologies.
• Proven expertise in SFMC, SFDC, decision engines, and other relevant data management and analytics platforms.
• Exceptional communication and collaboration skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Demonstrated ability to lead and mentor teams, promoting a positive, innovative, and collaborative work environment.
• In-depth understanding of digital advertising landscape from either media planning or sales planner perspective
• Proven experience in a leadership or managerial role with a track record of fostering team success, collaboration, and professional development.
• Exceptional proficiency in strategizing, executing, and optimizing data-driven marketing campaigns, particularly in creating personalized email journeys.
• Advanced knowledge and practical application of platforms such as SFMC and SFDC, with an emphasis on leveraging these technologies for enhanced marketing outcomes.
• Adept at navigating and applying relevant data protection and privacy regulations, ensuring compliance in all data-related operations.
• Exceptional communication prowess, coupled with the ability to nurture strong, collaborative relationships across various organizational levels and functional domains.
• Significant experience in managing and optimizing Customer Data Platforms, with a focus on adherence to industry-specific data security and privacy regulations.
• Strong foundational knowledge of financial tools, systems, or platforms, and an understanding of industry-specific regulations and compliance requirements.
• Solid experience in developing data-driven strategies that align with financial objectives and industry regulations, ensuring secure and compliant utilization of customer data.
• Continuous learner with a passion for staying updated with the latest industry trends, technologies, and best practices in customer intelligence and analytics.

What we look for:

We are seeking enthusiastic and proactive leaders who have a clear vision and an unwavering commitment to remain at the forefront of data technology and science. Our ideal candidates are those who aim to foster a team spirit and collaboration and have a knack for adept management. It is essential that you display comprehensive technical proficiency and possess a rich understanding of the industry.

If you have a genuine drive for helping consumers achieve the full potential of their data while working towards your own development, this role is for you.

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

If you have a disability and need assistance with the application process, please contact us at [email protected] . This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide reasonable accommodations. Any other correspondence will not receive a response.

As a leading financial institution in the communities we serve, we reaffirm our commitment to always offer essential financial services and solutions for our customers, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

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Popular is an Equal Opportunity Employer

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