Lead CRM Architect

Job Description:

We Dream. We Do. We Deliver.

At Merkle, a dentsu company, we power the experience economy. Whether we’re building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it’s all in the name of crafting experiences that set brands apart from the competition. Backed by dentsu's legacy of innovation and creativity originating in Japan, we’ve spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences.

We’ve been named a global “Leader” by top industry analyst firms in categories as wide-ranging as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management.

Key responsibilities:

Responsible for designing, implementing, and optimizing customer relationship management systems to enhance business processes and improve customer interactions. Deep understanding of CRM platforms, including system design, integration and customization. Ability to align CRM solutions within business strategies and objectives aligned with the customer while leading the technical team during the implementations

You will have to:

• Design the architecture systems in the CRM Domain to ensure high performance and scalability
• Design and optimize digital platforms.
• Develop and maintain software architecture documentation.
• Ensure architectural integrity and consistency across the software development lifecycle.
• Provide technical guidance and mentorship to development teams.
• Review and approve design and code to ensure adherence to best practices.
• Work closely with stakeholders to understand business requirements.
• Translate business requirements into technical specifications and architectural designs.
• Stay updated with the latest industry trends and technologies.
• Drive continuous improvement initiatives within the development team.
• Participate in project planning and estimation activities.
• Identify and mitigate technical risks throughout the project lifecycle.
• Establish and enforce coding standards and best practices.
• Conduct performance tuning and optimization of software systems.
• Maintain comprehensive architectural documentation.
• Prepare and present technical reports and presentations to stakeholders.
• Act as a subject matter expert (SME) for pitches and client work.

Skills for the role:

CRM Platforms:

• Deep knowledge of CRM platforms e.g. Salesforce, HubSpot, Microsoft Dynamics.
• Experience designing efficient, scalable, and maintainable CRM solutions integrating multiple systems.
• Excellent problem-solving skills with the ability to troubleshoot and resolve complex issues.
• Experience in leading and managing project development in Agile or Scrum environments
• Experience with CI/CD and version control tools (e.g., GitHub, GitLab, Bitbucket, Jenkins, etc.).
• Ability to work independently and as part of a team, managing multiple priorities and deadlines and guide junior members.

Databases

• Ability to query databases for customer data extraction and reporting.

Cloud & DevOps

• Familiarity with AWS, Azure, or Google Cloud for CRM hosting, along with CI/CD pipelines, Git, and containerization (Docker, Kubernetes).

Security & Compliance

• Expertise in GDPR, CCPA, and other data privacy laws, as well as CRM security best practices.

Scripting & Automation

• Experience with Apex (Salesforce), JavaScript, .NET for custom CRM logic and automation programming skills in APEX, C#, .net, others.

API Integration

• Strong understanding of REST/SOAP APIs middleware solutions, and system integrations with ERP, CDPs, and loyalty platforms.

Data Analysis & Reporting

• Proficiency with Excel, Power BI, Tableau or others to analyze customer data, generate insights.

Customer Data Management

• Strong understanding of data segmentation, customer lifecycle, and personalization.

Troubleshooting & Debugging

• Experience to diagnose CRM-related technical issues and provide solutions.

Team player with organizational skills and dedicated to transparency.

Why choose Merkle?

Innovation at Our Core: As part of dentsu’s global network, Merkle pushes the boundaries of customer experience, integrating creativity, technology, and data to drive real-world impact. For over 35 years, we’ve been innovating to meet the changing needs of our clients.

Global Reach with Local Expertise: With over 16,000 employees across 30+ countries, and part of a 70,000 employees network at dentsu, Merkle blends global insights with a deep understanding of local markets to deliver personalized, effective solutions.

Collaborative Culture: At Merkle, your ideas and contributions truly matter. You’ll join a team that fosters innovation, collaboration, and creative problem-solving. Together, we work on impactful international projects, making meaningful connections every step of the way.

What’s in It for You?

Global Perspective: As part of a dentsu company, collaborate with over 70,000 talented colleagues across 145 countries to drive innovation on a global scale.

Flexibility & Balance: Enjoy hybrid work models, adaptable hours, and home office options. Hybrid working – we combine flexibility with in-person collaboration, with an expectation of 1 day per week/ 4 days per month in the office.

Inclusive & Supportive Culture: We celebrate diversity and foster a respectful workplace where every team member’s unique perspective is valued, and everyone is welcome.

Well-balanced reward package: We offer competitive salaries, volunteer days, wellness days, modern offices, and a multi-cultural environment that fosters creativity and innovation.

Innovation-Driven Work: Contribute to projects that are reshaping industries and driving transformation with next-generation technologies and strategies.

Purpose-Driven Culture: Be part of an organization that fosters sustainable growth for brands, people, and society—where every contribution makes a meaningful impact.

Growth Opportunities: Expand your skills through training, mentorship, and data-driven projects that reshape customer experience and business outcomes. Explore opportunities in the whole dentsu network to expand your reach.

*many more attractive benefits are waiting for you, for more details regarding additional benefits, please ask your recruiter

Ready to join the team? Shape your unique career and reach your full potential. Apply now and join us in transforming the future together.

#LI-MERKLE

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