Continuous Improvement Digital & CRM Lead

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.

• Measuring adoption impact on customer journeysacquisition onboarding value realisation retention and expansionclosing the loop to commercial KPIs.

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.

• Extensive experience in CRM Digital Transformation Commercial Excellence or Continuous Improvement programs in global organizations or similar.

• Experience working across global matrixed environmentsaligned with Product Marketing Sales Service Data/BI Customer Success and IT/Integrations teams.

• Strong background in defining and managing KPI frameworks performance dashboards and datadriven improvement cycles.

• Datadriven decisionmaking; KPI design and performance storytelling

• Handson 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)

• Good knowledge of Microsoft Office applications (Excel Work and PowerPoint)

Preferred Qualifications that Set You Apart:

• Experience working across global matrixed environmentsaligned 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.

• Experience managing crossfunctional projects with measurable commercial outcomes (pipeline improvement conversion uplift SLA performance retention onboarding/valuerealisation improvements).