Description
About Alvarez & Marsal
Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging workguided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity - are why our people love working at A&M.
The Role
The Manager, Global Customer Data & Intelligence will play a hands-on leadership role in driving day-to-day operations while shaping the future of the function. This role owns critical workstreams across Prime account management, Salesforce enablement, ServiceNow operations, data quality governance, automation, and intelligence products, while managing and developing a high-performing team in India. This role requires comfort with ambiguity, strong execution rigor, and the ability to balance operational delivery with strategic thinking.
How You Will Contribute
- Global Customer Data Governance:
- Own and maintain Global Customer data registry, ensuring accuracy, completeness, and integrity of account and customer master data
- Manage account setup, hierarchy creation, deduplication, validation, and data hygiene
- Define and enforce global data standards, governance rules, and approval workflows
- Partner with stakeholders to resolve data quality issues and prevent downstream risk.
- Prime Account Operations (High Volume Processing):
- Lead daily account validation and maintenance at scale, ensuring SLA adherence and audit-ready quality
- Manage multi-step approval workflows and reviewer coverage
- Monitor volumes, backlog, and productivity, proactively adjusting capacity and prioritization.
- Salesforce Account Enablement:
- Own Salesforce account workflows, including account creation, updates, and one-step approval processes
- Ensure alignment between Salesforce and the Global Customer data Registry
- Partner with CRM and Tech teams on enhancements, controls, and reporting.
- ServiceNow Ticketing & User Support
- Oversee ServiceNow-based intake and resolution of account-related requests
- Ensure consistent triaging, response quality, and turnaround times
- Drive reporting, trend analysis, and automation of recurring ticket patterns
- Market Intelligence & Data Enrichment:
- Leverage external intelligence platforms (e.g., D&B, Capital IQ, Orbis, PitchBook, LexisNexis) to validate and enrich account data
- Recommend new data sources and enrichment strategies aligned to business needs
- Ensure responsible usage, governance, and ROI of licensed tools
- Automation, Reporting & Intelligence Enablement:
- Drive automation using Power Apps, Power Automate, and Copilot-enabled workflows to reduce manual effort and dependency
- Build and maintain dashboards and operational reporting using Power BI
- Translate clean, governed data into insights that support leadership decision-making, pipeline visibility, and growth initiatives
- Product & Captivity Evolution
- Contribute to the evolution of the team from a transactional data service into an intelligence-driven capability
- Support development and scaling of internal products (e.g., lookup tools, standardized views, governance frameworks)
- Partner closely with cross-functional teams to position the function as an enabler, not a bottleneck.
Managerial & People Leadership Expectations:
- Lead, coach, and develop a team of associates and senior associates in India.
- Allocate work, set clear priorities, and ensure balanced coverage across workstreams
- Build capability through structured training, documentation, and shadowing
- Establish a culture of accountability, professionalism, collaboration, and continuous improvement.
- Provide regular feedback, performance coaching, and input into performance reviews and development plans
- Act as an escalation point for complex issues, while empowering the team to operate independently
- Serve as a primary point of contact for customer datarelated queries from Sales, Marketing, Finance, CRM, and Leadership
- Communicate clearly and proactively with senior stakeholders on risks, capacity, quality, and improvement opportunities
- Prepare concise, insight-led updates and presentations for leadership.
Qualifications
- 810 years of experience in account data management, CRM operations, data governance, or analytics
- Proven experience managing teams and delivering high-volume, high-accuracy operations
- Strong understanding of data quality, controls, and governance frameworks
- Hands-on experience with Salesforce, ServiceNow, Power BI, Power Apps, and MS Office (especially PowerPoint)
- Experience with market intelligence platforms is a strong plus
- Ability to operate in a fast-paced, matrixed, global environment
- Strong communication skills with the ability to translate complexity into clarity.
Your journey at A&M
We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person's unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career. We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.
Inclusive Diversity
A&M's entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging workguided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversityare the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.
Equal Opportunity Employer
It is Alvarez & Marsal's practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, creed, religion, national origin, ancestry, citizenship status, sex or gender, gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, family medical history, genetic information or other protected medical condition, political affiliation, or any other characteristic protected by and in accordance with applicable laws. Employees and Applicants can find A&M policy statements and additional information by region here.
Unsolicited Resumes from Third-Party Recruiters
Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
