Manager Data Sourcing & Integration

We are seeking a results-oriented Manager for Data Sourcing & Integration to lead initiatives around customer data acquisition, integration, and governance within the Customer Experience (CX) domain. This role is vital for ensuring the accuracy, timeliness, and reliability of data flows that underpin CX analytics, service performance monitoring, journey optimization, and strategic decision-making. The ideal candidate will bring deep expertise in enterprise data integration, customer data management, operational controls, and data quality frameworks, especially in high-volume service environments.

Key Responsibilities
- Develop and lead the CX data sourcing strategy by acquiring data from CRM systems, contact centers, digital channels, complaint management platforms, and service applications.
- Manage ETL/ELT pipelines supporting Business Intelligence (BI), analytical, and ad-hoc CX team requirements.
- Establish and maintain robust data validation, reconciliation, and governance frameworks for customer datasets.
- Drive data quality initiatives to ensure accurate reporting of CX Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Oversee batch and near real-time ingestion of customer interaction data.
- Ensure secure handling of customer data in compliance with privacy and regulatory standards.
- Collaborate closely with CX, Analytics, Digital, and Commercial teams to translate business needs into scalable data solutions.
- Monitor operational KPIs related to data accuracy, availability, and integration performance.
- Lead continuous improvement efforts to enhance automation, reliability, and reporting efficiency.
- Manage server disk space utilization, storage planning, and capacity forecasting.
- Design, maintain, and periodically test Disaster Recovery (DR) plans for CX data systems.

Required Qualifications
- Proven expertise in ETL/ELT processes and customer data integration.
- Advanced skills in SQL Server, T-SQL, and database performance optimization.
- Experience with SQL Server Integration Services (SSIS) and enterprise data warehousing concepts.
- Strong understanding of CX data domains including CRM data, customer interactions, complaints, digital engagement, and service KPIs.
- Demonstrated experience integrating data across CRM, contact center systems, digital platforms, and reporting tools.
- Knowledge of data governance, data quality controls, reconciliation, and compliance requirements related to customer data.
- Experience operating in high-volume, customer-centric environments.
- Familiarity with Windows-based server administration and Microsoft SQL Server stack management.
- Operational mindset focused on data accuracy and service reliability.
- Leadership experience managing data sourcing and integration initiatives.
- Excellent analytical and problem-solving abilities.
- Ability to manage multiple CX-driven priorities under tight deadlines.
- Strong stakeholder management skills across CX, Digital, Analytics, and IT teams.
- Clear communication skills with the ability to present insights to senior leadership.

Preferred Qualifications and Benefits
- Bachelor’s or Master’s degree in Computer Science, Information Systems, Data Management, or a related field.
- Experience within Customer Experience, Customer Care, or Digital environments is preferred.
- Certifications in data management or governance are advantageous.

Joining this organization means becoming part of a leading employer known for visionary leadership and a distinctive professional culture. Employees are encouraged to pursue continuous learning, foster entrepreneurial and innovative mindsets, and maintain a customer-obsessed approach. As one of the largest private sector companies in the region, the company is committed to empowering millions of customers to thrive in a digital economy. This role offers a unique opportunity to contribute significantly to the company’s success and make a meaningful impact.