Continuous Improvement Digital & CRM Lead
Emerson
Are you eager to take your career to the next level? If yes, we encourage your application for Continuous Improvement, Digital & CRM Lead role!
In this role you will be driving measurable improvements in how our commercial teams use Salesforce CRM and connected digital tools to acquire, serve, retain, and grow customers. The role owns the end‑to‑end roadmap for CRM process excellence, digital adoption, and KPI performance—identifying gaps, leading cross‑functional projects, and embedding sustainable change through governance, enablement, and data‑driven decision‑making.
By joining us as an Continuous Improvement, Digital & CRM Lead in Cluj-Napoca, this role can be a strong foundation for your future career within Emerson. We encourage advancement and offer tangible development opportunities!
In This Role, Your Responsibilities Will Be:
- Owning the global CRM improvement backlog (Sales, Service, Marketing) and lead cross-functional projects to improve pipeline hygiene, forecast accuracy, case management, campaign attribution, and lead/opportunity conversion.
- Codifying and publishing playbooks (how-to guides, process maps, scorecards) and ensure enablement is translated into day-to-day behaviours.
- Building and running the KPI framework for Digital & CRM performance (adoption, data quality, cycle times, SLA compliance, CSAT/NPS, commercial impact), with targets, red/amber/green thresholds, and Audit data stewardship (customer/account/product hierarchies) and enforcing quality SLAs and compliance across systems of record.
- Auditing data stewardship (customer/account/product hierarchies) and enforce quality SLAs and compliance across systems of record.
- Planning and executing change management (stakeholder mapping, communications, training, reinforcement) aligned to DCXS governance and regional realities.
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Measuring adoption impact on customer journeys—acquisition, onboarding, value realisation, retention, and expansion—closing the loop to commercial KPIs.
Who You Are:
You partner with others to get work done. You acquire data from multiple and diverse sources when solving problems. You provide timely and helpful information to individuals across the organization.
You break down objectives into appropriate initiatives and action. You make decisions and take actions without the total picture.
For This Role, You Will Need:
- Extensive experience in CRM, Digital Transformation, Commercial Excellence, or Continuous Improvement programs in global organizations or similar.
Experience working across global, matrixed environments—aligned with Product, Marketing, Sales, Service, Data/BI, Customer Success, and IT/Integrations teams.
Strong background in defining and managing KPI frameworks, performance dashboards, and data‑driven improvement cycles.
Data‑driven decision‑making; KPI design and performance storytelling
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Hands‑on experience leading digital adoption programs, including training, commun
ications, behavioural change, and embedding new ways of working at scale.
Proficiency in English language (verbal and written)
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Good knowledge of Microsoft Office applications (Excel, Work and PowerPoint)
Preferred Qualifications that Set You Apart:
- Experience working across global, matrixed environments—aligned with Product, Marketing, Sales, Service, Data/BI, Customer Success, and IT/Integrations teams.
Proven ability to influence senior stakeholders, facilitate decisions, and align regional and global priorities through formal governance bodies.
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Experience managing cross‑functional projects with measurable commercial outcomes (pipeline improvement, conversion uplift, SLA performance, retention, onboarding/value‑realisation improvements).
Our Culture and Commitment to You
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
Are you eager to take your career to the next level? If yes, we encourage your application for Continuous Improvement, Digital & CRM Lead role! In this role you will be driving measurable improvements in how our commercial teams use Salesforce CRM and connected digital tools to acquire, serve, retain, and grow customers. The role owns the end‑to‑end roadmap for CRM process excellence, digital adoption, and KPI performance—identifying gaps, leading cross‑functional projects, and embedding sustainable change through governance, enablement, and data‑driven decision‑making. By joining us as an Continuous Improvement, Digital & CRM Lead in Cluj-Napoca, this role can be a strong foundation for your future career within Emerson. We encourage advancement and offer tangible development opportunities!