Lead CRM Architect

New York, NY 10019

Posted: 01/24/2019 Employment Type: Direct Hire Job Category: Other Area(s) Job Number: 6345

The Lead CRM Architect  is the technical owner of the CRM platform, focused on designing and ensuring delivery of complex local and global CRM solutions.  The  CRM Architect should have a holistic view of the CRM landscape and impact of CRM Strategies on the Customer Data and the business. This role partners with several internal teams (including, but not limited to Fashion, F&B, WFJ, Client Analytics, Legal and various IT Functions) to develop technically sound solutions to drive the business in a complex luxury retail environment. Along with the CRM Program Manager, this person will be responsible for the success of the CRM program.


  • Strategic partner

  • Collaborate with internal stakeholders to define requirements, deliverables, and set and manage expectations

  • Translate business requirements into well architected solutions that best leverage the CRM platform

  • Lead technical design sessions; architect and document technical solutions aligned with client business objectives; identify gaps between Chanel’ s current and desired end states

  • Provide technical oversight and governance of all CRM projects

  • Follow and help define coding standards. Lead code reviews during projects to ensure quality and appropriate design patterns are followed

  • Manage the technical delivery of custom development, integrations, and data migration elements of existing and new CRM implementations

  • Architect the future CRM capabilities - be an integral part of the team that matures and evolves  long term CRM capabilities

  • Stay in tune with next generation CRM in the industry

  • Train and enable the organizations CRM users


  • 6+ years CRM experience, the majority specifically with Zeta and/or Salesforce (Sales, Service, Marketing Clouds and Force.com)

  • Understanding of customer segmentation, data hygiene, master data management, customer dedup and customer 360 data principles

  • Strong knowledge and experience of CRM development and configuration. Specific qualifications: 

    • Understanding of systems architecture and ability to design scalable performance-driven solutions

    • Understanding of key design patterns and large data volume limitations and best practices

    • Understanding of data sharing and visibility considerations and how these play into platform architecture

    • Familiarity with platform authentication patterns (SAML, SSO, OAuth)

    • Knowledge of data integration tools and experience integrating CRM with different business systems (ETL, marketing automation, reporting, etc.)

    • Strong understanding of environment management, release management, code versioning best practices, and deployment methodologies

    • Experience with platform and customer data security

    • Expert level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomes

    • Active Salesforce certifications or ability to achieve relevant certifications upon hire

Other Requirements: 

  • Strong analytical, communication and presentation skills

  • Highly collaborative, adaptable to different audiences and ways of working

  • Ability to navigate and influence cross-functionally, acting as a team player

  • Strong relationship management skills

  • Entrepreneurial spirit

  • Strong organizational & management skills, ability to multi-task concurrent projects and help team adhere to deadlines

  • Ability to independently identify issues, collect data, establish facts, and draw valid conclusions
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