Location: London, UK
Role Overview
The Pioneer Programme has established a global, three-divisional client data platform that contributes to the ultimate client experience for CHANEL, enabling international client recognition. Bringing together 200+ internal and external stakeholders across Business, IT, Legal, Regions and Divisions, it fosters cross-functional collaboration around a shared client-centric vision.
As part of the Global PMO, you will lead key global client data management initiatives, partnering with Business, IT, Legal, Security, Data Governance and external partners to drive scalable, compliant and client-focused solutions. You will play a central role in shaping data governance, data quality, privacy and client data capabilities while ensuring alignment across a complex global organisation.
This role requires strong expertise in client data management, stakeholder engagement, governance and project delivery within an international matrix environment.
Reports to: Head of Global PMO – Pioneer
Key Responsibilities
Client Data Management & Governance
- Act as the primary point of contact for Business stakeholders on all client data management topics.
- Define, maintain and continuously improve client data management frameworks, including client matching and merging rules, calculated fields, business rules and data quality controls.
- Drive initiatives to improve data quality, completeness, consistency and accuracy across client data platforms, within Regions and Divisions.
- Lead the development, governance and evolution of the client data model, ensuring alignment with business requirements and enterprise data standards.
- Support the definition and implementation of data governance principles, roles, responsibilities and core client data management processes.
- Act as Global Data Steward, driving best practices, governance standards and data ownership across Regions and Divisions.
- Facilitate and animate the global Data Steward community through training, guidance, documentation and knowledge-sharing activities.
Data Privacy & Compliance
- Lead the design, harmonisation and continuous improvement of global client data privacy processes, including Data Subject Rights to Access, Modification and Erasure, as well as the implementation of the Global Client Data Retention Policy.
- Partner with Legal, Security and Regional teams to ensure compliance with applicable privacy regulations and internal governance requirements.
- Support the development of scalable and automated privacy solutions across markets.
Analytics
- Support the enhancement of client analytics capabilities through the evolutions of calculated fields, KPI definitions and reporting requirements.
- Establish and maintain client data quality monitoring frameworks and dashboards, coordinating cross-functional analysis, remediation and preventive actions to improve data accuracy, completeness and consistency.
Programme & Stakeholder Management
- Coordinate complex, cross-functional client data initiatives involving business, technical and external stakeholders.
- Lead stakeholder discussions to gather requirements, assess impacts, identify risks and propose pragmatic solutions.
- Support the preparation of governance materials, executive presentations, roadmaps, guidelines and decision-making documentation for steering committees and leadership forums.
- Monitor progress, risks, dependencies and action plans across multiple projects and regions.
Documentation & Knowledge Management
- Own and maintain client data documentation, governance practices, process flows, business rules and operational processes.
- Manage and continuously update the central knowledge repository (WikiPioneer/SharePoint), ensuring documentation remains accurate, accessible and up to date.
- Support change management and training initiatives through the creation of user guides, standards and communication materials.
Team Leadership
- Provide day-to-day guidance, coaching and prioritisation support to the Client Data Coordinator and the Global Data Steward Intern
- Foster collaboration, team engagement and strong cross-functional relationships across the Pioneer community.
Required Experience
- Significant experience in client data management, data governance, data quality or master data management initiatives.
- Hands-on experience with client data analytics, KPI development, reporting and data quality analysis, combined with a strong analytical mindset and the ability to translate data into insights.
- Strong knowledge of CRM, customer data platforms and client journeys.
- Experience managing complex cross-functional projects and transformation programmes in an international environment.
- Proven ability to work across Business, IT, Legal, Security and external partner organisations.
- Experience defining business requirements, operating models, governance frameworks and process improvements.
- Knowledge of data privacy regulations and client data lifecycle management.
- Experience with client data platforms, data stewardship practices and analytics solutions is highly desirable.
Key Skills & Competencies
- Client Data Management & Governance
- Data Stewardship & Data Quality Management
- Master Data Management (MDM)
- CRM & Customer Experience
- Client Data Analytics & Insights
- Analytical Thinking & Data-Driven Decision Making
- Data Privacy & Compliance
- Business Analysis & Requirements Management
- Project & Programme Management
- Stakeholder Management & Influencing
- Change Management & Training
- Risk & Incident Management
- Process Design & Continuous Improvement
- Communication & Executive Presentation Skills
What We're Looking For
The successful candidate will be customer-focused, collaborative and highly effective at navigating complex stakeholder environments. They will combine analytical thinking with strong communication skills, be comfortable operating with ambiguity, and demonstrate the ability to influence, align and drive outcomes across a global matrix organisation.
They will thrive on solving complex problems, building collaborative relationships, and delivering sustainable, scalable solutions that strengthen CHANEL's client data capabilities worldwide.
