Functional CRM Solution Architect

We’re looking for an experienced Functional CRM Solution Architect 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 their customers, and who can turn that understanding into a clear, well-designed CRM solution. You’ll lead process discovery, shape the functional architecture, and make sure that what gets built actually works for the people who use it.

You’ll work on enterprise-scale transformation programmes with multiple workstreams, demanding stakeholders, and real accountability for outcomes. We want someone who brings a point of view, not just someone who documents requirements. You should have challenged how a business works, designed a better way, and seen it through go-live and adoption.

What You'll Do

❏ Lead discovery workshops with business stakeholders to understand objectives, current-state processes, pain points, and customer engagement requirements.

❏ 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 capabilities.

❏ Support CRM platform selection and evaluation, including requirements definition, vendor assessment, and fit analysi