Customer Service Master Data Manager

Job Title: Customer Service Masterdata Manager
Reports To: VP Supply Europe A (South)
Location: Barcelona
Function: Supply Chain

ABOUT COTY
We are Coty, one of the world’s largest beauty companies with an iconic portfolio of brands across
fragrance, color cosmetics, and skin and body care. Coty is the global leader in fragrance and number
three in color cosmetics. Coty’s products are sold in over 150 countries around the world. Coty and its
brands are committed to a range of social causes as well as seeking to minimize its impact on the
environment.

THE ROLE
The Customer Service Masterdata Manager is responsible for enabling a flawless Order-to-Cash (O2C)
process by ensuring the accuracy, timeliness, and governance of Customer, Pricing, and Product Master
Data. This role oversees a team of Master Data Analysts and collaborates with stakeholders across
Market Clusters, Shared Service Centers (SSC), and Order Management teams to drive process efficiency,
performance improvement, and data integrity in alignment with business needs.

Key Success Measures

• Master Data Updates Done On-Time (%): Measures the percentage of master data requests completed within the agreed SLA timeframe. Target: 98% or higher.
• Accurate Data Set-Up (%): Assesses the percentage of master data set-ups or updates that are accurate upon the first attempt. Target: 99% accuracy or higher.
• Data Issue Resolution Time: Average time taken to resolve master data-related discrepancies or errors. Target: Less than 24–48 hours, as established by SLA.
• SLA Compliance Rate (%): Measures the percentage of master data services delivered within the SLA agreements. Target: 98% or higher.
• Cost per Master Data Update: Tracks the cost efficiency of performing updates or maintaining master data records. Target: Continuous improvement through process optimization (# processed SNOW tickets/ MD Headcount)
• Audit Findings Resolved (%). Definition: Tracks the percentage of audit findings or discrepancies, not following SOX agreed protocols
• Stakeholder Satisfaction Score: Measures satisfaction among key stakeholders (e.g., markets, sales, and customer service teams) regarding master data services. Surveys or feedback scores on a scale of 1–10.Target: 8+/10 or similar benchmark.
• Team Training and Development Completion Rate (%): Tracks the percentage of team members who complete mandatory training on master data tools, governance, and updates. Target: 100%.

Core Responsibilities

1. Enable a Flawless Order-to-Cash Process
• Ensure seamless execution of Customer, Pricing, and Product Master Data processes for European Market Clusters.
• Monitor and address potential master data issues impacting O2C workflows, ensuring uninterrupted service delivery.

2. Team Leadership and Development
• Lead, develop, and manage a team of 10+ Master Data Analysts, fostering a high-performance culture.
• Provide training, coaching, and career development opportunities to enhance team capabilities.
• Set team goals and objectives aligned with regional hub priorities.

3. Governance and Documentation
• Maintain governance over Master Data documentation, ensuring accuracy, consistency, and upto-date training materials.
• Ensure any modifications to processes are documented, communicated, and implemented effectively.

4. Performance Monitoring and Improvement
• Oversee the performance of Master Data Execution within the SSC, ensuring compliance with market instructions.
• Identify bottlenecks or inefficiencies in data management processes (SSC and Business Unit) and implement corrective actions
• Regularly participate in SSC Master Data Governance Calls to discuss performance, challenges, and action plans.
 

5. Collaboration and Problem-Solving
• Partner with the Order Management Team to proactively address day-to-day challenges in the O2C process.
• Develop and implement data management solutions to support operational efficiency and
customer satisfaction.

6. Continuous Improvement
• Drive simplification, standardization, and continuous improvement initiatives across Master Data Teams in the hub and markets.
• Foster a culture of innovation and process excellence within the team.

KEY INTERFACES
• Customer Care Managers in local markets
• Customer Service Managers in the Hub
• CoE Business Process Experts MD, CS
• Global &Local Logistics
• Global & Local Transportation Team
• Shared Service Center and Global Business Services

ESSENTIAL SKILLS & EXPERIENCE
 

Education and experience:
• Bachelor’s Degree In a relevant field such as Business Administration, Supply Chain Management, Information Systems, Data Management, or related areas.
• Additional Certifications:
o Certifications in Data Management (e.g., CDMP - Certified Data Management Professional).
o ERP Systems Training (e.g., SAP Master Data Management, Oracle).
o Project Management certifications (e.g., PMP, PRINCE2) if process improvement is a focus.
• 5–8 years of experience in roles managing customer or product master data, ideally in a shared services or regional hub setup.
• Strong background in customer service processes, especially in managing data accuracy and ensuring operational efficiency.
• Experience working with departments like Sales, IT, Logistics, and Finance to align data management with broader business goals.
• System Expertise: Hands-on experience with Enterprise Resource Planning (ERP) systems and Customer Relationship Management (CRM) tools. Familiarity with data governance tools and software, such as Informatica or SAP MDM.
• Proven experience leading teams or initiatives, ideally in a multi-country or regional context.

Skills
• Ability to analyze, maintain, and optimize large datasets.
• Strong understanding of data governance principles and compliance (e.g., GDPR).
• ERP/CRM Proficiency: Advanced skills in systems like SAP.
• Excellent skills in managing and developing regional teams or shared service center staff.
• Ability to communicate complex technical data issues to non-technical stakeholders.
• Strong analytical and problem-solving capabilities, particularly in resolving data discrepancies or inefficiencies.
• Experience dealing with diverse stakeholders across countries and cultures.
• Attention to Detail: Critical for ensuring data accuracy and compliance.
• Change Management: Ability to lead or adapt to transformation initiatives, such as system migrations or regional process changes.
• Time Management: Especially important in regional roles managing multiple priorities and deadlines.
• Fluency in English is typically required; additional regional languages may be advantageous.
• Familiarity with working in a multinational, multicultural environment.

OUR BENEFITS

Our competitive remuneration and perks will be matched with your experience and knowledge. As our Customer Service Manager Dutch Speaking, some of the benefits you will be entitled to, are:

Flexibility (flexible working time and work from home up to 50%)
Ticket restaurant (daily diet for meals)
Company products / Access to the company shop
Health insurance
 

RECRUITMENT PROCESS  

A screening call with the recruiters
A first online/in-person interview with hiring managers
A second interview (optionally)
Feedback, verbal offer
Hiring