CRM Architect

Minimum requirements:

A relevant tertiary qualification in Information Technology or Similar
Honours Degree in Information Technology or Similar (preferred)
2-3 years technical CRM experience in a client relationship environment or business engineering to understand data, modelling, selection, systems, and integration points in respect of a client centric view
2-3 years experience working on Salesforce Marketing Cloud and / or Salesforce CRM
Experience of working cross functionally with multiple stakeholders
Operating in an environment practicing Agile methodology
2 years experience in CE to understand data, modelling, selection, systems, and integration points in respect of a client centric view (ideal)
2 years program or business engineering experience project experience (ideal)

Knowledge:

Salesforce Marketing Cloud
Salesforce CRM
Process engineering
Analytics and modelling
System integration, APIs
Customer relationship management principles, tools, and methods
Understanding of data, modelling, selection, systems, and integration points in respect of a client centric view.
Stakeholder engagement and management principles and practices
Agile methodology
CX or CE Journey mapping (ideal)
Technical CRM program building (ideal)
AI modelling (ideal)
Digital channel development and integration (ideal)

Responsibilities:

To take the lead in the most complex Client Relationship Management (CRM) Solution Design projects
Apply and provide data, systems and engineering know how to support, track, develop and improve advanced client engagement programmes, campaigns and prompts throughout the client engagement life cycle.
Conceptualise, articulate, design and build, advanced CRM solution designs in relation to specific communication programmes, campaigns, and prompt business requirements.
To fulfil the role of a Subject Matter Expert (SME) and advisor on all matters relating to CRM platform solutions, specifically Salesforce, in support of the accountability towards the CE manager and HOD
Advising and training on enterprise CRM automated programme technology (specifically Salesforce Marketing Cloud) architecture and the solution design of any initiative
Overseeing more junior team members to ensure the solution designed meets the companys CRM architect standards and engagement vision

See also