CRM Architect

IDB-posted 4 months ago
$160,000 - $180,000/Yr
Full-time • Senior
New York, NY
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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.

  • 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.
  • Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
  • 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.
  • System Architect certification is highly preferred.
  • Annual salary between $160,000 and $180,000.
  • 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.
  • Tuition reimbursement.
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