Salary: £35,200 - £45,700
Location: Cambridge, UK – Hybrid (40–60% office-based at Triangle site)
Contract: Permanent
Hours: Full time 35 hours per week
Are you passionate about using data to drive better customer experiences at scale?
We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge.
We are looking for a Customer Support Data Manager to join our Assessment and Customer Support team. This is a high-impact role where you will lead the delivery of our customer data governance strategy, working across international teams to improve data quality and empower better decision-making for over 14,000 centres and 200,000 users globally.
About the role
You will lead and champion customer data governance across Cambridge International Education, ensuring data quality, consistency and compliance across multiple systems and customer touchpoints. You will play a key role in shaping how we understand our global customers while driving continuous improvement in customer experience.
- Line management of a Customer Support Data Administration team
- Designing and managing data governance reporting and KPIs
- Developing a customer data quality framework
- Defining and enforcing data standards
- Leading root cause analysis of data issues
- Collaborating with CRM and data teams
- Delivering training on data processes
- Creating dashboards for senior leadership
- Managing data quality audits
- Representing Customer Support in programmes
This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.
About You
- Degree-level education or equivalent experience
- 2+ years management experience
- 3+ years data governance or data quality experience
- Experience with CRM systems (Salesforce, SAP, etc.)
- Advanced Excel and Power BI skills
- Strong analytical and problem-solving skills
For a detailed job description, please refer to the link at the bottom of the advert on our careers site.
We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition.
Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.
Rewards and benefits
We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:
- 28 days annual leave plus bank holidays
- Private medical and Permanent Health Insurance
- Discretionary annual bonus
- Group personal pension scheme
- Life assurance up to 4 x annual salary
Ready to pursue your potential? Apply now.
We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be Monday, 22 June. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place on week commencing Monday, 29 June.
If you are shortlisted and progressed through the stages, you can expect:
- Pre-interview task: You will be provided with a task in advance, which you will prepare and present during the first interview.
- First-stage interview: This will be conducted virtually via MS Teams. Candidates will begin by delivering a short presentation of their completed task, followed by a structured interview discussion.
- Final stage interview via MS Teams.
If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.
Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.
We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter.
Why join us
Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.
Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.
We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.
