Functional CRM Solution Architect

Role overview

Discovery and solution design

• Lead stakeholder workshops to understand objectives, current processes, pain points, and customer engagement requirements.
• Map and redesign end-to-end customer processes, including lead-to-opportunity, quote-to-order, case management, service delivery, loyalty, and customer journeys.
• Define CRM functional architecture across sales, service, marketing, and field operations.
• Support platform selection and evaluation, including requirements definition, vendor assessment, and fit analysis.
• Run fit-gap analysis and recommend the appropriate balance of standard functionality, configuration, and custom development.
• Translate requirements into functional designs, user stories, and acceptance criteria for delivery teams.

Delivery and governance

• Define functional data models, customer 360 views, record ownership, roles and access, business rules, and process flows with technical architects.
• Act as functional design authority, managing scope, trade-offs, and change requests across workstreams.
• Define business-level integration requirements covering ERP, marketing automation, contact centres, customer portals, and data platforms.
• Define business-level data migration requirements, mapping, and validation.
• Lead functional test strategy, including scenario design, system integration testing support, and user acceptance testing.
• Shape training, change management, and adoption plans; contribute to solutioning, estimation, and scoping of new phases and changes.
• Identify opportunities for AI and automation in CRM; advise clients on best practice, operating models, and governance.
• Produce process maps, functional design documents, requirements traceability, and decision logs; collaborate with technical, data, and delivery teams through hypercare.

Required qualifications

• 10+ years in CRM or customer engagement, including 6+ years in functional lead or architect roles.
• Track record leading end-to-end functional design for enterprise CRM implementations on large, multi-workstream programmes.
• Deep implementation experience with at least one leading CRM platform: Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega; experience with multiple platforms is advantageous.
• Consulting or systems integration experience delivering for enterprise clients in a structured, client-facing model.
• Strong CRM domain knowledge across sales, customer service, marketing, field service, and customer data management.
• Business process design and mapping experience, plus requirements management using Jira or Azure DevOps; BPMN is given as an example.
• Working understanding of CRM data models, integration concepts, and platform capabilities.
• Experience leading workshops, fit-gap sessions, and user acceptance testing with senior business stakeholders.
• Strong communication and facilitation skills, with the ability to influence business and technical audiences.
• Able to work independently in a contract capacity and become productive quickly within established client teams.

Preferred qualifications

• CRM certifications, including Salesforce, Microsoft Dynamics 365, or equivalent credentials, are nice to have.
• Platform selection or multi-platform CRM landscape experience is desirable.
• Contact-centre, customer data platform, or marketing automation experience is desirable.
• Experience in financial services, government, telecoms, or another regulated sector is desirable.