Customer Master Data Center of Excellence Lead

Customer Master Data CoE Lead

About the Role

KONE Business Services (KBS) is scaling the global Customer Master Data Center of Excellence (CMD CoE) to support more than 30–40 countries across APM, Americas, GIN, Europe, and global functions. We are looking for a Customer Master Data CoE Lead who will drive data quality, governance, automation, standardization, and compliance across the customer master lifecycle—ensuring reliable, high‑quality customer data that fuels sales, finance, service, and business operations globally.

If you are passionate about master data excellence, global operations, automation, analytics, and stakeholder collaboration, this is a pivotal leadership opportunity.

Key Responsibilities

Leadership & CoE Operations

• Lead the Customer Master Data CoE for multiple global units, ensuring high performance and SLA‑driven delivery.
• Build and mature the CMD operating model, governance framework, and performance metrics.
• Drive continuous improvement, standardization, and global alignment of CMD processes.

Data Quality, Governance & Compliance

• Ensure adherence to global SOPs, validation rules, naming practices, tax compliance, and duplicate management principles.
• Own customer lifecycle management (creation → maintenance → inactivation/retirement).
• Lead risk mitigation initiatives, audit support, and compliance alignment with Area/Unit Finance and Compliance teams.

Automation & Digital Enablement

• Drive automation through SAP scripts, RPA, Power Automate, and default‑field population logic.
• Lead the journey toward touchless customer creation with First Time Right (FTR) and high data‑quality targets (aiming toward 95%).
• Partner with CRM IT, MDM, Global IT, and digital teams on tools, dashboards, and data‑quality platforms.

Stakeholder Collaboration

• Engage with Frontline Controllers, Sales, Finance, Compliance, Global MDM, and cross‑functional KBS teams.
• Run workshops, training sessions, governance reviews, and capability‑building programs across regions.
• Address pain points proactively and provide insights for continuous business improvement.

Transition & Change Management

• Lead transition waves into the CoE—ensuring stable knowledge transfer, readiness, SLA adherence, and process harmonization.
• Champion change across units as the CMD CoE expands globally.

What We’re Looking For

Skills & Competencies

• Strong expertise in SAP Customer Master Data, MDM governance, customer lifecycle management, and validation frameworks.
• Experience with automation tools (Power Automate, RPA), quality controls, and data dashboards.
• Excellent communication, stakeholder management, and cross‑cultural collaboration skills.
• A structured, detail‑oriented mindset with the ability to simplify complex processes.
• Ability to operate strategically while staying close to hands‑on execution.

Preferred Experience

• 6–12 years in Master Data Management, SAP CMD, MDM COE, Finance/Customer Data Ops, or shared‑services environments.
• Experience managing or participating in global transitions or multi‑country service delivery.
• Familiarity with CRM, compliance screening, and large‑scale data‑quality initiatives.

What You Will Impact

In this role, you will directly influence:

• Global customer data quality and compliance
• Process harmonization across units
• Automation and digital transformation
• Frontline and business user experience
• KONE’s broader customer engagement and operational efficiency goals

Why Join KBS?

You will be part of a growing global capability hub that is digital‑first, transformation‑driven, and continuously evolving. At KBS, you will lead high‑visibility work that creates clear and measurable impact across KONE’s global operations.

About the Role

KONE Business Services (KBS) is scaling the global Customer Master Data Center of Excellence (CMD CoE) to support more than 30–40 countries across APM, Americas, GIN, Europe, and global functions. We are looking for a Customer Master Data CoE Lead who will drive data quality, governance, automation, standardization, and compliance across the customer master lifecycle—ensuring reliable, high‑quality customer data that fuels sales, finance, service, and business operations globally.

If you are passionate about master data excellence, global operations, automation, analytics, and stakeholder collaboration, this is a pivotal leadership opportunity.

Key Responsibilities

Leadership & CoE Operations

• Lead the Customer Master Data CoE for multiple global units, ensuring high performance and SLA‑driven delivery.
• Build and mature the CMD operating model, governance framework, and performance metrics.
• Drive continuous improvement, standardization, and global alignment of CMD processes.

Data Quality, Governance & Compliance

• Ensure adherence to global SOPs, validation rules, naming practices, tax compliance, and duplicate management principles.
• Own customer lifecycle management (creation → maintenance → inactivation/retirement).
• Lead risk mitigation initiatives, audit support, and compliance alignment with Area/Unit Finance and Compliance teams.

Automation & Digital Enablement

• Drive automation through SAP scripts, RPA, Power Automate, and default‑field population logic.
• Lead the journey toward touchless customer creation with First Time Right (FTR) and high data‑quality targets (aiming toward 95%).
• Partner with CRM IT, MDM, Global IT, and digital teams on tools, dashboards, and data‑quality platforms.

Stakeholder Collaboration

• Engage with Frontline Controllers, Sales, Finance, Compliance, Global MDM, and cross‑functional KBS teams.
• Run workshops, training sessions, governance reviews, and capability‑building programs across regions.
• Address pain points proactively and provide insights for continuous business improvement.

Transition & Change Management

• Lead transition waves into the CoE—ensuring stable knowledge transfer, readiness, SLA adherence, and process harmonization.
• Champion change across units as the CMD CoE expands globally.

What We’re Looking For

Skills & Competencies

• Strong expertise in SAP Customer Master Data, MDM governance, customer lifecycle management, and validation frameworks.
• Experience with automation tools (Power Automate, RPA), quality controls, and data dashboards.
• Excellent communication, stakeholder management, and cross‑cultural collaboration skills.
• A structured, detail‑oriented mindset with the ability to simplify complex processes.
• Ability to operate strategically while staying close to hands‑on execution.

Preferred Experience

• 6–12 years in Master Data Management, SAP CMD, MDM COE, Finance/Customer Data Ops, or shared‑services environments.
• Experience managing or participating in global transitions or multi‑country service delivery.
• Familiarity with CRM, compliance screening, and large‑scale data‑quality initiatives.

What You Will Impact

In this role, you will directly influence:

• Global customer data quality and compliance
• Process harmonization across units
• Automation and digital transformation
• Frontline and business user experience
• KONE’s broader customer engagement and operational efficiency goals

Why Join KBS?

You will be part of a growing global capability hub that is digital‑first, transformation‑driven, and continuously evolving. At KBS, you will lead high‑visibility work that creates clear and measurable impact across KONE’s global operations.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers

Experience Level

Senior Level