Functional CRM Solution Architect

About the role

An experienced Functional CRM Solution Architect is sought to lead the functional design and delivery of enterprise CRM solutions for large, complex organizations. This is a hands-on, client-facing role for someone who understands how businesses sell, serve and engage customers and can turn that understanding into a clear, well-designed CRM solution. The person will work on enterprise-scale transformation programmes with multiple workstreams and accountable stakeholders.

Key responsibilities

• Lead discovery workshops with business stakeholders and map and redesign end-to-end customer processes such as lead-to-opportunity, quote-to-order, case management, service delivery, loyalty and customer journeys.
• Define the functional CRM architecture across sales, service, marketing and field operations, and define the functional data model, customer 360 view, record ownership, roles and access, business rules and process flows with technical architects.
• Support CRM platform selection and evaluation, run fit-gap analysis and recommend the balance of out-of-the-box capability, configuration and custom development.
• Translate requirements into functional designs, user stories and acceptance criteria, and act as design authority for functional decisions, scope, trade-offs and change requests.
• Define integration requirements (ERP, marketing automation, contact centre, customer portals, data platforms) and data migration requirements, mapping and validation.
• Lead functional test strategy, including scenario design, SIT support and UAT, and shape training, change management and adoption plans.
• Contribute to solutioning, estimation and scoping, identify opportunities for AI and automation, advise clients on best practice, operating model and governance, and produce process maps, design documents, requirements traceability and decision logs.

Required profile

• 10+ years in CRM or customer engagement, including 6+ years in functional lead or architect roles.
• Track record of leading functional design of enterprise CRM implementations on large, multi-workstream programmes.
• Deep implementation experience on at least one leading CRM platform (Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, Pega); exposure to more than one is a strong advantage.
• Experience in a consulting or systems integration environment delivering for enterprise clients.
• Experience leading workshops, fit-gap sessions and UAT with senior business stakeholders.
• Comfortable working independently in a contract capacity and getting productive quickly within established client teams.

Required skills

• Strong knowledge of CRM domains (sales, customer service, marketing, field service, customer data management).
• Process mapping (e.g. BPMN) and requirements management in Jira or Azure DevOps.
• Working understanding of CRM data models, integration concepts and platform capabilities.
• Nice to have: CRM certifications, multi-platform CRM experience, contact centre/CDP/marketing automation experience, and industry experience in regulated sectors.