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.
Requirements
- Deep expertise in Salesforce service and marketing cloud, customer journey and workflow orchestration, social media marketing and integration, and campaign management.
- Experience with architecting Agentic AI and AI-driven customer engagement strategies.
- 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
Responsibilities
- Develop and maintain a scalable, secure, and high-performing CRM reference architecture aligned with enterprise IT and business strategic goals.
- Design and implement CRM architecture to support digitized account opening and KYC processes across digital and branch channels.
- Lead CRM integration for banking, enabling customer segmentation and personalized engagement.
- Identify and execute cost optimization strategies for CRM platform through consolidation and license rationalization.
- Promote CRM best practices and data-driven engagement strategies across IT and business teams.
- Align CRM architecture with enterprise data strategy to support analytics, governance, and customer insights.
- Architect automation strategies within CRM using AI, RPA, and workflow automation tools.
Other
- 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.
- Demonstrated success in leveraging Salesforce capabilities to drive customer engagement and operational efficiency.
- Ability to design intelligent workflows and predictive models that enhance CRM performance.
- Knowledge of enterprise architecture frameworks, including TOGAF or Zachman, and the ability to align CRM with broader architectural principles.
