Functional CRM Solution Architect

About the role

Brainlake Advertising is 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 contract role in Abu Dhabi, working on enterprise-scale transformation programmes with multiple workstreams and demanding stakeholders.

Key responsibilities

• Lead discovery workshops with business stakeholders and 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, and define the functional data model, customer 360 view, roles, access, business rules and process flows with technical architects.
• Support CRM platform selection and evaluation, run fit-gap analysis and recommend the balance of out-of-the-box capability, configuration and custom development.
• Translate requirements into functional designs, user stories and acceptance criteria, and act as design authority for functional decisions, scope, trade-offs and change requests.
• Define integration requirements (ERP, marketing automation, contact centre, customer portals, data platforms), data migration requirements and test strategy, including UAT.
• Shape training, change management and adoption plans, and advise clients on CRM best practice, operating model and governance.
• Identify opportunities to use AI and automation in CRM, and contribute to solutioning, estimation and scoping of new phases.

Required profile

• 10+ years in CRM or customer engagement, including 6+ years in functional lead or architect roles.
• Track record of leading functional design of enterprise CRM implementations on large, multi-workstream programmes.
• Deep implementation experience on at least one leading CRM platform (Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, Pega); exposure to more than one is a strong advantage.
• Experience in a consulting or systems integration environment delivering for enterprise clients.
• Experience leading workshops, fit-gap sessions and UAT with senior business stakeholders.
• Nice to have: CRM certifications, multi-platform CRM experience, contact centre/CDP/marketing automation experience, regulated industry experience, and GCC client experience or Arabic.

Required skills

• CRM domains: sales, customer service, marketing, field service, customer data management.
• Process mapping (e.g. BPMN) and requirements management in Jira or Azure DevOps.
• Understanding of CRM data models, integration concepts and platform capabilities.
• Excellent communication and facilitation skills, able to influence business and technical audiences.