Minnie Nguyen-Mah
Union City
Summary
Results-driven Customer 360 & Privacy Compliance Product Manager with extensive experience in the retail industry, specializing in unifying customer data, optimizing personalization, and ensuring regulatory compliance.
Proven expertise in building and managing Customer 360 platforms, identity resolution, and omnichannel data integration to create a single, actionable view of the customer across digital and in-store experiences.
Skilled in balancing data-driven innovation with privacy compliance (GDPR, CCPA, PCI-DSS), ensuring that customer engagement strategies are both effective and legally compliant. Adept at leading cross-functional teams, collaborating with engineering, marketing, legal, and operations to develop and implement privacy-first customer data solutions.
Proven ability to mentor teams and implement Agile methodologies, ensuring operational excellence and fostering strong stakeholder relationships.
Overview
25
25
years of professional experience
Work History
Customer Data PM(Customer360 & Privacy Compliance)
Gap, Inc.
11.2017 - Current
- Responsible for building and managing an in-house Customer 360 (C360) platform, which provides a unified and comprehensive view of customer data across multiple touchpoints.
- Develop a roadmap for Customer 360 and privacy integration, prioritizing business needs, compliance, and data-driven decision-making
- Designing and executing a roadmap for unified customer data management.
- Oversee the aggregation, standardization, and accessibility of customer data across platforms.
- Responsible for technical solutions to support Customer Privacy Regulations (CCPA, GDPR, PIPEDA) leveraging ONETRUST privacy product suites.
- Ensure data handling aligns with GDPR, CCPA, and other regulatory frameworks, working closely with legal and security teams.
- Work with business teams to leverage customer data for segmentation, personalization, and predictive analytics.
- Prioritize features that enable seamless data integration, quality, and usability.
- Work with engineering and data teams to integrate data from various systems (CRM, ERP, analytics, customer support, etc.).
- Lead efforts to ingest, unify, and standardize customer data from multiple systems (CRM, CDP, ERP, marketing platforms, support tools, etc.).
- Work with data science and AI/ML teams to develop models for customer retention, lifetime value, and churn prediction
- Lead a cross-functional team of stakeholders encompassing Legal, Design, Engineering, Program, and Product Managers to create an intuitive customer experience that meets customer and business needs
- Support cross-functional teams (Infra, Finance, Engineering teams, etc.) to understand privacy risks and requirements, and lead engineering privacy efforts.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Coordinated project planning and execution with team members and team leads.
- Implemented Agile methodologies for more efficient project management and team collaboration.
Sr Manager, Customer Relationship Management
Gap, Inc.
03.2014 - 10.2017
- Manage GAP's CRM system to ensure 24*7 operational support.
- Implemented and developed operational standards, policies and procedures.
- Provided strong leadership to enhance team productivity and morale.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Mentored junior staff members for skill development and career progression within the organization.
- Evaluated hiring, firing, and promotions requests.
Lead Systems Analyst Lead Systems Analyst
Gap, Inc
12.1999 - 03.2014
- Maintain and optimize CRM data within the Oracle database, ensuring accuracy and consistency.
- Integrate data from multiple sources (e.g., sales, marketing, customer service) into the CRM system.
- Support ETL (Extract, Transform, Load) processes to facilitate data migration and cleansing.
- Conducted thorough testing of new features before deployment, minimizing potential risks associated with system changes.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Facilitated change management efforts throughout project lifecycles by developing clear plans and engaging affected parties during transitions.
- Standardized documentation processes to maintain consistency across projects and facilitate efficient knowledge transfer between team members.
Education
Bachelor of Arts -
San Jose State University
San Jose, CASkills
- Regulatory compliance in privacy
- Customer Data Management
- Agile Methodologies
- Training and mentoring
- Project scheduling
- Scope management
- Software development life cycle
- Business analysis
Timeline
Customer Data PM(Customer360 & Privacy Compliance)
Gap, Inc.
11.2017 - Current
Sr Manager, Customer Relationship Management
Gap, Inc.
03.2014 - 10.2017
Lead Systems Analyst Lead Systems Analyst
Gap, Inc
12.1999 - 03.2014
Bachelor of Arts -
San Jose State University
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