CRM Customer Data Steward

Job description

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where ,Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice. CRM Customer Data Steward POSITION PURPOSE: The CRM Customer Data Steward is a hands-on business data stewardship role responsible for ensuring that customer data in CRM is trusted, complete, well-structured, governed, and ready for commercial use, analytics, automation, and AI-enabled customer engagement. The role focuses on improving the quality and usability of CRM customer data across markets, platforms, and customer-facing processes. This role owns the day-to-day stewardship routines for CRM customer data, including business definitions, metadata, data quality checks, issue triage, remediation follow-up, glossary management, and process documentation. It ensures that customer records, account hierarchies, contact data, segmentation attributes, consent and preference data, interaction data, and CRM process data are managed consistently and can be reused across reporting, Customer360, field-force effectiveness, personalization, and AI-supported use cases. The role is forward-looking and automation-minded. It does not only maintain CRM data; it continuously improves how CRM processes work. This includes identifying manual steps, recurring data quality issues, duplicate work, approval bottlenecks, exception handling gaps, and reporting friction — then translating these into practical improvements, workflow automation opportunities, AI-enabled support, and scalable stewardship practices. As CRM becomes more connected with customer engagement, commercial execution, analytics, and AI, this role strengthens the data foundation needed for better decisions and better customer interactions. It helps ensure that CRM data is not only correct, but also understandable, connected, explainable, compliant, and ready to power future capabilities such as Customer360, next-best-action, AI-assisted field-force planning, automated data quality controls, and conversational analytics. YOUR TASKS AND RESPONSIBILITIES: • Own CRM customer data stewardship routines, ensuring customer data in CRM is accurate, complete, consistent, timely, compliant, and fit for business use across markets, customer-facing teams, and connected systems. • Improve CRM data quality end-to-end by monitoring completeness, duplication, consistency, timeliness, usability, and business relevance across customer accounts, contacts, hierarchies, segmentation attributes, consent indicators, interaction data, and related CRM objects. • Lead day-to-day CRM customer data operations, including data creation, maintenance, enrichment, correction, validation, approval workflows, duplicate resolution, controlled retirement, and issue resolution. • Define, maintain, and enforce CRM customer data standards, including business definitions, required fields, metadata, glossary terms, validation rules, account hierarchies, customer classifications, ownership rules, and source-system references. • Own CRM metadata and glossary management, ensuring key customer data elements, definitions, ownership, quality rules, lineage, and approved business terminology are documented and consistently understood by business and technical teams. • Establish and manage CRM data quality monitoring, including scorecards, KPIs, service levels, dashboards, issue logs, root-cause analysis, remediation tracking, and continuous improvement actions. • Act as the lead escalation point for CRM customer data issues by assessing business impact, prioritizing defects, coordinating resolution, communicating risks, and preventing recurring problems through sustainable process or system fixes. • Translate CRM business requirements into executable data rules, validation logic, workflow steps, approval processes, exception handling, and issue-resolution playbooks. • Identify and drive opportunities to simplify, standardize, and automate CRM processes, including manual data entry, data validation, duplicate detection, enrichment workflows, approval routing, exception handling, quality checks, and stewardship reporting. • Partner with CRM product owners, business teams, Sales, Customer Engagement, Commercial Excellence, eCommerce, analytics, IT, data engineering, privacy, security, and local market teams to align CRM data capabilities with business priorities and priority use cases. • Support the design and continuous improvement of CRM customer data models, customer hierarchies, segmentation frameworks, Customer360, field-force reporting, customer engagement insights, and enterprise customer master data capabilities. • Ensure CRM data is ready for AI-enabled use cases by improving business context, metadata, semantic definitions, consent awareness, data quality rules, and explainability of customer data used in analytics, automation, and AI tools. • Support AI-enabled CRM transformation by helping define the data foundations required for next-best-action, AI-assisted customer planning, conversational analytics, automated recommendations, customer prioritization, and more intelligent field-force workflows. • Coordinate onboarding and integration of new CRM customer data sources and datasets, ensuring validation, testing, governance approval, documentation, process alignment, and stakeholder adoption. • Manage stewardship activities across global and local teams, ensuring consistent use of CRM data definitions, business rules, quality standards, issue-management processes, and respons