Position Title:  Manager Digital and SFP Data Governance

Manager Digital and SFP Data Governance

 Purpose of the Job
The Caucasus Cluster Digital and SFP Data Governance Manager is responsible for spearheading digital transformation and consumer data management across Georgia, Armenia, and Azerbaijan. This role focuses on unifying CRM systems, optimizing digital solutions and infrastructure, ensuring robust data governance, managing budgets and projects, and maintaining strong relationships with external digital agencies and partners. The position also serves as a central hub of expertise, supporting market general managers and SFP heads in achieving their business goals and enhancing consumer experiences.

 Principal Accountabilities
1. CRM Strategy and Unification:
   - Develop and implement a strategy to unify CRM systems across the three markets, ensuring a cohesive view of consumer data and streamlined operations.
   - Standardize CRM workflows to support consumer programs, allowing for market-specific communications while maintaining a unified operational framework.
   - Lead the transition to a unified CRM Digital Consumer Engagement (DCE) platform, evaluating its commercial viability and potential cost savings.
   - Manage the efficiency of e-CRM channels, including messengers and social media, to optimize reach and engagement, ensuring cost-effective and impactful consumer interactions.
   - Ensure compliance with local data privacy regulations, collaborating with Legal and External Affairs teams to safeguard consumer data and maintain regulatory compliance.

2. Digital Solutions Development:
   - Oversee the creation and integration of digital solutions, including microsites and other tools, to support consumer programs and marketing campaigns.
   - Standardize digital solution development processes across markets, providing strategic guidance to maximize synergy and efficiency.
   - Share best practices across markets to accelerate implementation and optimize investment in digital tools, enhancing the overall consumer experience.

3. Digital Infrastructure Management:
   - Act as the primary architect of the cluster's digital infrastructure, leading unification and optimization efforts to ensure sustainable, compliant, and scalable solutions across the cluster.
   - Partner with IT and digital teams to plan and maintain digital infrastructure, focusing on cost-effective scalability and maintenance.
   - Collaborate with customer care and call center teams to integrate infrastructure solutions that enhance consumer support and engagement.

4. Market SFP Support and Collaboration:
   - Build strong relationships with market SFP heads to understand and analyze their needs, providing tailored digital solutions and data insights.
   - Facilitate the achievement of business goals by supporting the development of consumer programs and marketing activities, ensuring a consistent SFP experience across platforms.
   - Ensure seamless integration and optimization of the consumer journey across all touchpoints and platforms.

5. Consumer Data Governance:
   - Oversee consumer data governance, standardizing methods for data analysis, storage, and reporting.
   - Collaborate closely with IT, as well as the commercial analysis and planning department, to manage data warehousing and integration, ensuring robust data management practices.
   - Ensure compliance with data privacy regulations, working with Legal and External Affairs teams to protect consumer data.

6. Budget Management and Optimization:
   - Manage the budget for digital initiatives, ensuring efficient allocation and control of resources.
   - Monitor and evaluate budget performance, implementing cost-saving measures and optimizing financial efficiency.

7. Cluster Project Management:
   - Lead and oversee cluster-wide digital projects, ensuring they are delivered on time, within scope, and on budget.
   - Track project progress and performance, providing regular updates to stakeholders and making strategic adjustments as needed.

8. Organizational Development and Expertise Center:
   - Develop and enhance the digital team's capabilities, proposing optimal organizational structures to maximize synergy and efficiency.
   - Serve as the central expertise hub for digital initiatives, offering strategic insights and best practices to market general managers and SFP heads.
   - Promote a culture of continuous improvement and innovation in digital and data governance.

9. External Partner and Digital Agency Management:
   - Manage relationships with digital agencies and external partners, ensuring alignment with the company’s strategic goals and digital initiatives.
   - Achieve efficiencies and cost savings through synergies, optimizing resource allocation and project delivery.
   - Oversee contract negotiations, performance evaluations, and ongoing collaborations with external partners to deliver high-quality digital projects.
   - Ensure that external partners adhere to brand standards, compliance requirements, and project timelines, fostering long-term partnerships that enhance digital capabilities.

10. E-commerce Development and Support:
    - Support markets in scaling up and developing e-commerce capabilities, bringing best practices and innovative strategies to enhance online sales and consumer engagement.
    - Collaborate with local market teams to optimize e-commerce platforms, ensuring seamless integration with other digital channels and CRM systems.
    - Monitor e-commerce performance, providing insights and recommendations to improve conversion rates, customer satisfaction, and overall digital sales performance.

 Skills and Competencies
- Strategic Leadership: Proven ability to lead digital transformation and CRM integration projects across multiple markets.
- Technical Expertise: Extensive knowledge of CRM systems, digital solutions, data governance, infrastructure management, and external agency collaboration, with a strong understanding of consumer data standards and privacy regulations.
- Collaboration and Relationship Building: Strong skills in building relationships with market leaders, cross-functional teams, and external partners, including digital agencies.
- Analytical and Decision-Making Skills: Strong analytical abilities to assess data trends, system performance, and make data-driven decisions.
- Communication and Influence: Excellent communication skills to articulate strategies, influence stakeholders, and foster a collaborative environment across markets.

Experience

• Digital (E-CRM, E-Com) Experience with monolith and DCE,
• Snowflake
• Managing in-house or off-site development teams, Digital agencies management.
• APIs
• Python
• Data governance (Data architecture, data sources integrations)