Hong Kong, Hong Kong
July 12, 2022
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Job Description
ContextAs the business and technical landscape of customer experience grows, and with more direct interactions with customers through digital services, the data aspect requires stronger architecture and governance to ensure data quality, and quicker resolution upon incidents.A technical data expert is required to manage the multiple data aspects required by the CRM domain in Asia Pacific, covering all divisions (Fashion, Watches & Fine Jewelry, Fragrance & Beauty). Job DescriptionThe CRM Data Engineer dedicates to ensure data quality and integrity in the CRM technical eco-systems, and to strengthen the data related areas. His/her responsibilities cover 3 major areas:1) Data Custodianship and Operations:
ContextAs the business and technical landscape of customer experience grows, and with more direct interactions with customers through digital services, the data aspect requires stronger architecture and governance to ensure data quality, and quicker resolution upon incidents.A technical data expert is required to manage the multiple data aspects required by the CRM domain in Asia Pacific, covering all divisions (Fashion, Watches & Fine Jewelry, Fragrance & Beauty). Job DescriptionThe CRM Data Engineer dedicates to ensure data quality and integrity in the CRM technical eco-systems, and to strengthen the data related areas. His/her responsibilities cover 3 major areas:1) Data Custodianship and Operations:
- Responsible for the CRM eco-system databases and the data held in
- Manage and guide CRM vendors services / internal processes in terms of database management, master data management, and data quality management of CRM programs
- Implement and track technical controls to ensure data quality
- Establish, improve, and monitor the data consistency between CRM and other integrated systems, and enhance the reporting and dashboards
- Provide technical fixes, lead, and coordinate with support vendor and relevant teams in investigating and handling data related incidents and restoring data accuracy
- Support technical team in data problem root cause investigation and resolution
- Work with Global and Local Data Stewards in addressing data cases and incidents, and in supporting information and advice for communication with customers
- Manage and improve data integration and periodic import jobs
- Ensure data related documentation and repository are complete and up-to-date
- Design and develop an appropriate metadata repository or solutions for storing and sharing; provide oversight and advice to non-technical members about their usage
- Continuously improve the way of working in data problem investigations
- Establish enterprise-scale data integration procedures across the data development life cycle and ensure that teams adhere to these
- Support Head of CRM Domain in assessing technical data requirements from data owners, as standalone requests or part of bigger projects
- Lead in data aspects of projects and products, including data analysis and estimations, data profiling, data synthesis, data volume/performance/storage, data migration plan and execution
- Work closely with solution architects and integration architects on aligning data architectural topics of products/projects and new functionalities
- Work with Project Managers to ensure data aspects are covered from beginning of project planning and executed accordingly
- Establish technical data standards, controls for their maintenance and APIs (or equivalent) for their sharing
- Apply concepts and principles of physical data modelling and produce relevant technical data models for implementations
- Advise and guide implementation team on architecture and technical design in relation to data aspects, including but not limited to data model, data canonical, data synchronization, and data security
- Lead in design, and collaborate with relevant parties to review and align data specifications
- Review design proposal and test plans to ensure data aspects are acceptable and sound
- Own data testing and acceptance, by reviewing requirements, specifications and defining test conditions; and lead the testing team from planning to execution, with test activities and results tracked and reported
- Own and lead data migration from planning to execution with responsible teams
- Ensure corresponding documentation are updated in a standardized manner, including but not limited to data canonical, data dictionary, data details of APIs and reports
- Upkeep best practices and keep data model design to be reusable, scalable, sustainable, and balancing the use for operation as well as reporting
- Work across CHANEL to recognise opportunities for re-use and alignment between relevant data models
- Lead implementation teams and work with BI team to drive the design of reports on the CRM platform and eco-systems
- Build and upkeep CRM report inventory
- Understand data needs of technical and business stakeholders and interpret them
- Manage stakeholder expectations on data topics with proactive and reactive communication
- Facilitate difficult discussions on data topics within the team or with diverse senior stakeholders
- Support Head of CRM Domain and CRM team in data analytics needs, on CRM projects, operation and practice improvements
- Collaborate with CRM team to build data solutions (aggregated views, automated reports, ad hoc analyses, predictive models, etc.) that provide actionable insight for the team
- Source and manipulate data from complex systems involving multiple data sources together
- Deliver analysis-based insight that drive system performance improvements and client engagement efficacy
- Identify opportunities and work with solution architects to improve calculation algorithms or approaches
- Leverage internal data tools to full potential, or improve the tooling and/or build data solutions (aggregated views, automated reports, ad hoc analyses, predictive models, etc.) to support required data analytics, with aim to greatly reduce the time required for answers
- Contribute to Customer Data Platform and other data analytic topics, in improving technical enablement to support business use cases
- Brainstorm with Data Scientists and BI team to innovate data tools / solutions / techniques; and recognize appropriate timing for adoption
