Functional CRM Solution Architect

We are 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 will lead process discovery, shape the functional architecture, and make sure that what gets built actually works for the people who use it. You will work on enterprise-scale transformation programmes with multiple workstreams, demanding stakeholders, and real accountability for outcomes. What You'll Do: Lead discovery workshops with business stakeholders. 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. 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. Define the functional data model, customer 360 view, record ownership, roles and access, business rules, and process flows. Act as design authority for functional decisions. 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. Lead test strategy from a functional perspective. Shape training, change management, and adoption plans. Contribute to solutioning, estimation, and scoping. Identify opportunities to use AI and automation within CRM. Advise clients on CRM best practice, operating model, and governance. Produce high-quality functional artefacts. Collaborate with technical architects, developers, data, and delivery leads.