Manager, Customer Care Data Management - Cardio Partners - Remote

Overview

Summary:

As the Customer Master Data Manager at Sarnova, your responsibilities will include overseeing staff and maintaining accurate and up-to-date customer information within Sarnova’s databases. This position involves managing the end-to-end lifecycle of customer master data, from creation to archival, and involves collaboration with various departments such as Sales, Customer Care, Credit & Collections, and IT.

Cardio Partners, a division of Sarnova, is a national leader in emergency prevention and an ardent advocate in the fight against Sudden Cardiac Arrest, which claims more than 350,000 lives each year. From AED sales and repair services, program management, and CPR training, we cover all aspects of cardiac emergency preparedness. We are a trusted partner to thousands of businesses across the country with more than 32,000 customers worldwide.

Organizational Impact

The Customer Master Data Manager plays a critical role in ensuring the integrity, consistency, and completeness of customer data across all systems and platforms within the organization to ensure data quality and accuracy.

Responsibilities

Essential Duties and Responsibilities:

• Oversee the creation, modification, and deletion of customer cards in accordance with established procedures and standards
• Implement data quality tools and methodologies to identify and resolve data discrepancies, specifically focusing initial efforts on merging duplicate customer records currently in the system
• Regularly audit customer data to ensure compliance with internal policies and regulatory requirements; resolve escalated and more complex customer data management issues
• Continuously evaluate and improve data management processes to streamline operations and enhance efficiency; collaborate with cross-functional teams to identify opportunities for automation and optimization of data-related tasks; implement best practices for data governance and master data management to drive organizational excellence
• Partner with IT teams to integrate customer master data across various systems and platforms, ensuring data synchronization and consistency
• Manage data migration projects to consolidate customer information from legacy systems into centralized databases; this includes ensuring the quality of data as the organization transitions from Microsoft Dynamics 365 Business Central to Microsoft Dynamics 365 Finance & Operations
• Stay informed about emerging technologies and trends in data management to leverage innovative solutions for system integration
• Develop and enforce data governance policies and procedures related to customer master data management; establish data quality standards and monitor adherence to ensure accuracy, completeness, and consistency of customer information; define data ownership and stewardship roles to maintain accountability for data accuracy and integrity
• Provide training and support to end-users on data entry procedures, data validation rules, and system functionalities related to customer master data; serve as a subject matter expert on customer data management practices and systems, offering guidance and troubleshooting assistance as needed
• Ensure compliance with data privacy regulations (e.g., GDPR, CCPA) and industry standards for handling sensitive customer information; collaborate with legal and compliance teams to address data protection requirements and respond to data subject requests
• Efficiently and Effectively Manage a Remote Staff while meeting all required goals and business practices
  
  

Skills/Experience Required

• Education: Bachelor’s degree in business administration, information management, or related field. Advanced degree or professional certification (e.g., CDMP) is a plus
• Proven experience in data management, preferably in a customer-centric environment
• Minimum of 1-3 years of leadership experience
• Strong understanding of data governance principles, data quality management, and regulatory compliance
• Proficiency in data analysis tools and techniques for identifying and resolving data issues
• Excellent communication skills with the ability to collaborate effectively with customers and internally across departments and influence stakeholders
• Effective personnel management skills
• Detail-oriented mindset with a focus on accuracy and data integrity
• Familiarity with CRM systems (e.g., Salesforce, SAP CRM) and ERP systems (specifically Microsoft Dynamics 365 Business Central and Microsoft Dynamics 365 Finance & Operations) is desirable
• Experience with data integration and migration projects is an advantag
  
  

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled.

Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.