CRM Architect

• 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
• 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
• CX or CE Journey mapping (ideal)
• Technical CRM program building (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