CRM Architect

Job Description

IDB Bank is seeking a seasoned CRM Architect to lead the design, integration, and optimization of enterprise CRM solutions that enhance customer engagement, streamline onboarding, and support regulatory compliance. The CRM architect will play a critical part in aligning CRM capabilities with the bank’s digital strategy, leveraging Salesforce, AI, RPA, and integration platforms to deliver scalable, secure, and data-driven customer experiences.

Primary Responsibilities

• Develop and maintain a scalable, secure, and high-performing CRM reference architecture aligned with enterprise IT and business strategic goals. Conduct gap analysis and define essential CRM components to support project execution and governance.
• Design and implement CRM architecture to support digitized account opening and KYC processes across digital and branch channels. Ensure readiness of CRM workflows and integrations to enhance customer engagement and cross channel communication.
• Lead CRM integration for banking, enabling customer segmentation and personalized engagement. Deliver domestic and international CRM solutions in alignment with IT and business timelines and customer experience goals.
• Identify and execute cost optimization strategies for CRM platform through consolidation and license rationalization. Provide a roadmap for CRM functionality, data, and integration efficiency improvements.
• Promote CRM best practices and data-driven engagement strategies across IT and business teams. Conduct workshops and define governance and standard through the Architecture Review Board (ARB).
• Define and implement training and knowledge transfer programs for CRM users, SMEs, and stakeholders. Ensure smooth adoption and operational readiness for new CRM implementations.
• Align CRM architecture with enterprise data strategy to support analytics, governance, and customer insights. Conduct quarterly assessments to ensure CRM meet functional and operational quality standards.
• Architect automation strategies within CRM using AI, RPA, and workflow automation tools. Deliver frameworks for self-service engagement and robotic process automation to improve operational efficiency.
• Identify and advance security and compliance controls within CRM to protect customer interactions and data. Ensure alignment with risk management frameworks and regulatory requirements, including but not limited to BSA, SRs, and MRBAs.
• Establish and evolve a CRM quality assurance framework to monitor data integrity, platform performance, and customer experience. Track incident reports and drive continuous improvement in CRM operations.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field. A strong academic foundation in technology and design is essential for this role.
• Minimum of 8 years of experience in CRM architecture, preferably within the banking or financial services industry. Proven ability to lead enterprise-level CRM initiatives from design through implementation.
• Deep expertise in Salesforce service and marketing cloud, customer journey and workflow orchestration, social media marketing and integration, and campaign management.
• Demonstrated success in leveraging Salesforce capabilities to drive customer engagement and operational efficiency.
• Experience with architecting Agentic AI and AI-driven customer engagement strategies. Ability to design intelligent workflows and predictive models that enhance CRM performance.
• Proficiency in UiPath or other RPA for automating CRM-related business processes. Experience in implementing scalable automation frameworks that reduce manual effort and improve accuracy.
• Strong knowledge of MuleSoft or other iPaaS for integration. Skilled in designing and managing APIs and data flows between CRM and corresponding enterprise applications.
• Familiarity with CRM maturity model, security frameworks, data and application governance, and banking regulatory compliance standards
• Knowledge of enterprise architecture frameworks, including TOGAF or Zachman, and the ability to align CRM with broader architectural principles.
• System Architect certification is highly preferred, demonstrating advanced architectural design and implementation expertise.

The expected annual salary for this position is between $160,000 and $180,000 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also includes eligibility for an annual bonus, medical, pharmacy, dental, and vision plans, life and disability insurance, employee wellness program, retirement and savings plans with employer contributions, generous holiday and paid time off schedules, parental leave, and tuition reimbursement.