Functional CRM Solution Architect

We are 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 will lead process discovery, shape the functional architecture, and make sure that what gets built actually works for the people who use it.

You will work on enterprise-scale transformation programmes with multiple work streams, 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.

• 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 analysis.
• Run fit-gap analysis and recommend the right balance of out-of-the-box capability, configuration, and custom development.
• Translate business requirements into functional designs, user stories, and acceptance criteria that delivery teams can build from.
• Define the functional data model, customer 360 view, record ownership, roles and access, business rules, and process flows in partnership with technical architects.
• Act as design authority for functional decisions, managing scope, trade-offs, and change requests across work streams.
• Define integration requirements from a business perspective, covering ERP, marketing automation, contact centre, customer portals, and data platforms.
• Define data migration requirements, mapping, and validation from a business perspective.
• Lead test strategy from a functional perspective, including scenario design, system integration testing support, and user acceptance testing.
• Shape training, change management, and adoption plans so that the solution is used as intended after go-live.
• Contribute to solutioning, estimation, and scoping of new phases and change requests.
• Identify opportunities to use AI and automation within CRM to improve productivity and customer outcomes.
• Advise clients on CRM best practice, operating model, and governance.
• Produce high-quality functional artefacts, including process maps, functional design documents, requirements traceability, and decision logs.
• Collaborate with technical architects, developers, data, and delivery leads throughout discovery, design, build, testing, and hypercare.