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 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 workstreams. ❏ 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.

Lead discovery workshops with business stakeholders; map and redesign end-to-end processes (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; support CRM platform selection and evaluation; run fit-gap analysis; translate business requirements into functional designs and acceptance criteria; define the functional data model, 360 view, roles/access, and business rules; act as design authority and manage scope across workstreams; define integration and data migration requirements; lead functional test strategy; shape training, change management, and adoption plans; contribute to solutioning, estimation, and scoping of new phases; identify opportunities to use AI and automation within CRM; advise on CRM best practice, operating model, and governance; produce functional artefacts (process maps, functional design documents, requirements traceability, decision logs); collaborate with technical architects, developers, data, and delivery leads throughout discovery, design, build, testing, and hypercare.