Global Customer Data & Personalization Manager

Job Title

Global Customer Data & Personalization Manager

Job Description

We invite you to join Signify to bright future together, in a position where you can learn new things every day and thrive.

As a Global Customer Data & Personalization Manager you will be part of the Digital Experience and Platforms Center of Excellence.

The team is responsible for developing and implementing the global omnichannel and personalization strategy and capabilities across all related subdomains, including data collection, customer data platforms, and journey activation capabilities for both B2C and B2B brands. These strategies are deployed in over 50 countries. In this role, you will collaborate closely with other managers in our team and external stakeholders from business and IT departments to define the strategy for your domain and lead its execution, implementation, and adoption across various verticals.

To advance our goals, we are seeking a motivated and innovative Digital Experience MarTech expert. This individual will bring experience, fresh ideas, and creative thinking to enhance our marketing automation and personalization efforts. The focus will be on generating business value, improving user experience, and maintaining exceptional product quality for leading lighting brands such as Philips Hue, WiZ, Signify, and Interact in both B2C and B2B markets.

WHAT YOU’LL DO

Platform Strategy and Vision Lead

· Develop and execute a comprehensive global CDP and Personalization strategy for all Signify brands B2C and B2B, in collaboration with Marketing Strategy Managers, Division Stakeholders and your peers in the DE&P CoE, to create maturity roadmaps by integrating business insights and technological enhancements that leverages our Digital Ecosystem. Facilitate budget planning and business case creation.

Cross-Touchpoint Landscape and Ecosystem Strategy

· Expert in validating business feasibility of digital experience initiatives, to ensure marketing roadmaps are aligned across application, and matches the target architecture.

· Provide advanced technical expertise on AEP/AT/Data Collection and other DX technologies internally, emphasizing customer-centric design principles.

Personalized Customer Experience Optimization

· Create and optimize a personalized customer experience through the establishment of a personalization model across various touchpoints.

· Investigate and define customer profile enrichment initiatives, leveraging first-party data collection, to improve segmentation and personalization possibilities across different touchpoints.

· Contributes on the definition of a content supply chain strategy to improve time to market of personalization initiatives.

Data Strategy and Measurement Framework:

· Define together with the Data Collection & Analytics Manager a global data strategy based on business use cases, and the creation of robust measurement framework, to improve the democratization of data in the company.

· Leads the vision to create a Customer 360º view, ensuring data integration across different data sources (internal and external) to allow data driven decision making that lead into personalization of customer experience.

· Ensure seamless integration, and availability of customer profile information across omnichannel tooling (AJO, Target…) used in the different verticals to facilitate campaign orchestration, advance segmentation, personalization and analytics.

Digital Expert Onboarding and Solution Ideation & Realization

· Prepare by onboarding digital experts, sourcing IT resources, capturing business needs, and defining product requirements. Execute by ideating, validating, and prioritizing business solutions, ensuring alignment with technology changes and global standards. Act as product owner in relation to IT development activities to secure on time and on quality delivery of solutions.

Proactive Process Adherence and Performance Management

· Drive proactive process adherence in collaboration with Business Process Excellence (BPE). Establish monitoring and alert capabilities for recurring and live processes, manage application usage gaps and quality issues, assess the impact of Market Group application changes on global platforms, and facilitate transparent communication on releases, downtime, troubleshooting, and major issues.

Stakeholder Relationship Management

· Manage touchpoint stakeholder relationships, including mapping the stakeholder landscape, defining platform/site governance, setting up program/domain meeting structures, overseeing user access management, and building a network of proactive key users to drive adoption and quality. Ensure capability building via training and adoption activities to ensure utilization of tech