Customer Data Strategy & Operations Manager

ROLE SUMMARY

Serves as a strategic leader for Subaru of America's (SOA's) customer data strategy and as primary steward of SOA customer data operations. Leads cross-departmental committee and partners with multiple areas of the business in order to facilitate data-driven decision making, interpret and utilize data effectively, and identify and enforce data governance policies and standards. Identifies, develops, and prioritizes data quality improvement initiatives to ensure that customer data is accurate, complete, and can help drive organizational goals. 

MAJOR RESPONSIBILITIES

• Customer Data Strategy & Cross-Enterprise Decision Making: 

  • Facilitates data-driven decision-making processes to address existing challenges and advance Subaru of America's (SOA’s) customer data maturity. 

  • Develops and drives cross-functional customer data strategy in partnership with key business stakeholders. • Serves as the primary business leader on the Customer Data Strategy & Privacy Committee (CDSPC). In partnership with Legal/Privacy, organizes operational and executive committee schedules and agendas and facilitates discussions. 

  • Provides guidance and support to departments in interpreting and using customer data effectively to support business objectives. 

  • Champions the integration of customer data insights into business strategies to ensure alignment with organizational goals and competitive advantage.

• Data Governance, Standards, & Stewardship: 
  • Establishes and enforces customer data governance policies, standards, and business rules to ensure consistency, compliance, and responsible use across the enterprise. 
  • Serves as the primary steward of customer data integrity, including merge rules, consistency of handling, and principles for minimum necessary data sharing. 
  • Ensures that governance decisions are documented, communicated, and consistently applied across departments and use cases. 
  • Promotes shared accountability for customer data through clear decision frameworks and governance processes.
• Customer Data Issue Identification & Cross-Functional Solution Leadership: 
  • Partners with departments across SOA to identify customer data issues such as inaccuracies, inconsistencies, gaps, and process breakdowns. 
  • Leads the CDSPC in evaluating and prioritizing potential solutions, presenting options, trade offs, and recommendations to support informed executive decision making. 
  • Develops, tracks, and follows up on data quality improvement plans to address identified issues. 
  • Leads business prioritization and cross-functional initiatives to improve customer data, including delivery processes, Tier 1 (T1) vs. Tier 3 (T3) marketing rules, and household identification (ID). 
  • Defines business requirements and desired outcomes for customer data solutions and partners with Information Technology (IT) and external vendors to design and implement technical solutions (does not directly create or engineer technical architectures or systems).
• Data Utilization, Value Realization, & Data Maturity Advancement: 
  • Develops and implements a long-term roadmap to enhance customer data maturity and define pathways to realize increased business value from data assets. 
  • Maximizes the value of customer and information assets by promoting enterprise understanding of customer data, metrics, and use cases. 
  • Promotes a culture of data-driven decision making across SOA. 
  • Consistently stewards customer data assets across the enterprise and with third parties to ensure that data is usable, trusted, and aligned to business objectives. 
  • Maintains a continuous improvement mindset by evaluating existing data sources, tools, and vendors for effectiveness and alignment with business needs. 
  • Drives customer data value by understanding customer metrics and supporting strategies to track and optimize customer lifetime value across SOA (Service, Telematics, Added Security, New Car).
• Vendor, Third Party, & Privacy Enablement Oversight: 
  • Serves as the primary business owner for customer data vendor and third party enablement, ensuring that external partners align with SOA customer data strategy, governance standards, and approved use cases. 
  • Oversees vendor data sharing practices and documentation from a business perspective to ensure consistency, transparency, and adherence to established governance policies. 
  • Partners closely with Legal and Privacy teams to support customer data privacy requirements by operationalizing approved policies, standards, and decisions (Legal retains ownership of privacy interpretation and compliance). 
  • Coordinates with Legal on customer data-sharing agreements and third party data