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The CRM Program Manager, Americas is responsible for Oracle Customer Relationship Management (CRM) in Americas. Researching and gathering business requirements, developing conceptual plans, designs, testing, implementation and deployment programs through to ongoing maintenance, support and future system development.

The role shall maintain and develop a team that has skills aligned to the business needs, leading the activities of the Americas CRM Support Team to successfully implement global, World Area and Business Unit CRM strategies through the planning of resources and efforts required to supporting the Global CRM Program.

In this Role, Your Responsibilities Will Be:

• Ensure full compliance with all Emerson Trade Compliance and Ethical Business policies and procedures

• Functional management for the execution of CRM strategies and initiatives to the Americas WA Sales Organizations and other Emerson Business Units as the need arises, ensuring timelines are maintained.

• Support the Emerson Commercial Excellence objectives to deliver value to our customers faster through the application of the SAFe Agile methodology across the organization by leading and driving all Americas CRM team’s activities to ensure the processes are effectively applied in daily operations

• Working closely with the CRM Program Managers and their teams from the Europe, Middle East and Asia Pacific, globally align and flex resources to support the Commercial Excellence and Emerson IT strategy to deliver business capability, experience and productivity, by focusing on one portfolio of shared application services, one set of shared apps support and management processes and a single portfolio of industry tailored digital products

• Ongoing training and development of the Americas CRM users when new functionality is introduced

• Lead the Americas CRM team in Global functional and operational discussions

• Liaise with all team members throughout the program lifecycle including Sales Offices, Centralized Customer Support Centers, Subject Matter Experts, Business Unit teams, IT Application team, Data Administrators and Global CRM teams

• Develop, document and communicate standardized business processes and procedures for implementation and ongoing adoption including the tracking of training and the effective use of CRM

• Support the maintenance of centralized CRM Project/Initiative Documentation and Standards

• Liaise with the Americas and Global Governance/collaborator teams as required to determine additional system development needs and progress through the SAFe Agile framework to document, prioritize and deliver system functionality and reporting to meet the needs of the CRM users

• Participate in business readiness assessments to ensure that the expected knowledge of new CRM business processes is known and understood prior to any functional launch

• Proactive management of change and risk

• Manage and lead the CRM Project training and testing to make sure that the required proficiency is acquired by each site and new business processes to be implemented are fully understood

• Support the realization of CRM’s Objectives and Vision by pro-actively raising the tools' profile across Americas Sales, Customer Care, Service and the wider organizations to drive the use of standardized, embedded standard methodologies and common Global processes

• Effectively harmonizing Global and Americas CRM strategies, assist in detailed design requirement gathering to define scope and benefits of projects and initiatives, developing and detailing all business needs, processes and standards

• Support high-level business and technical analyses such as value-stream mapping, requirements definition, validation planning, and gap analyses from CRM user requirements

• Support the development of Project AR’s and Functional Requirement Specifications as and when required

• Functionally support the implementation of the global CRM Gold Standard Quote and Order process, to ensure all system integrations and data synchronizations, maintenance and reporting functionalities are crafted and successfully embedded into day-to-day Sales and Customer Care operations

• Coordinate and lead regular internal progress meetings/conference calls, ensuring all status updates are disseminated and clearly understood by all supporting groups

Who You Are:

You set objectives to align with broader organizational goals. You remain energized and effective when faced with ambiguity and uncertainty. You effectively communicate in various settings: one-on-one, small and large groups, or among diverse styles and position levels.

For This Role, You Will Need:

• Previous demonstrable experience of managing and leading system implementation and/or process improvement projects

• Minimum 3 years CRM Experience, preferred Oracle Sales Cloud

• Digital literacy crucial with proficiency in Microsoft Office applications

• Bilingual in English/Spanish; with strong written and verbal communication skills

• Good interpersonal and team working skills

• Strong problem solving and analytical qualities

Preferred Qualifications that Set You Apart:

• Educated to Degree level in business, management or master’s or equivalent experience in a related field

• Minimum of 2 years managing people

• Experience of operating within a matrix organization

• Experience in supporting and delivering multiple concurrent projects

• Project Management experience and qualification

Our Offer To You

We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs), career growth focus and many more.

Commitment with Diversity and Equal Opportunity

Emerson is committed to its core values and believes in respecting DE&I. We do not discriminate and welcome all qualified candidates to apply and become part of our family, regardless of gender identity, race, sexual orientation, disability, age, religion and/or nationality.

At Emerson, we have seven Employee Resource Groups that demonstrate our commitment with DE&I. Through continuous development of activities, programs, and social awareness. Our communities are:

• Black Employee Alliance

• Diverse Abilities

• HOPE

• LGTBIQ + Allies CR

• Costa Rica SOMOS

• Mosaic

• Women's Impact Network

At Emerson, we are passionate about what we do. Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century. Our commitment to excellence and innovative technologies has positioned us as a leader in the world of automation solutions and engineering.

We believe that our success lies in the strength of our people; what sets Emerson apart is our unwavering dedication to fostering an inclusive and diverse environment. We firmly believe that diversity fuels creativity and innovation, allowing us to address sophisticated challenges with new perspectives. We embrace individuals from all walks of life, valuing their unique backgrounds, experiences, and ideas. When you join our team, you become part of a rich tapestry of talent that propels us forward.

We not only care about our people professionally but also personally. At Emerson, we understand the importance of work-life balance and strive to create an environment where individuals can grow both personally and professionally. We offer a range of development opportunities, mentorship programs, and support networks to ensure that our employees thrive in their careers and find fulfillment beyond the workplace.

Tomorrow Reimagined: https://www.youtube.com/watch?v=Bt_f4-DLnRc

WHY EMERSON

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

Accessibility Assistance or Accommodation

If you have a disability and are having difficulty accessing or using this website to apply for a position, please contact: idisability.administrator@emerson.com .

ABOUT EMERSON

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!

No calls or agencies please.

Requisition ID : 24012862

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.