CRM Solutions Architect - CEN-CRM Solutions Architect
CEN-CRM Solutions Architect
Applications accepted until:
Number of Openings


Information Technology






Head Office

Job Purpose:

Responsible for the installation, configuration, upgrade, administration, monitoring and maintenance of Microsoft CRM Technology environments. Responsible for the installation, configuration, upgrade, administration, monitoring and maintenance of Microsoft CRM Integration. Responsible for the installation, configuration, upgrade, administration, monitoring and maintenance of Microsoft CRM Databases. Assists in the development of scripts for standard and non-standard database data interchange including KingswaySoft tools. Responsible for the installation, configuration, upgrade, administration, monitoring and maintenance of all systems and plugins currently deployed on Microsoft CRM.

Job Outputs:

€¢ Expert in the CRM domain (e.g. Sales, Marketing, Servicing, Retention)
€¢ Develops a baseline of the existing CRM system, with responsibility to manage the system lifecycle thereof in accordance with the CRM roadmap
€¢ Define, develop and align the medium-to-long term strategy and target architecture (Blueprint) for the enterprise CRM capability, with all relevant business and IT stakeholders
€¢ Definition of the Iemas CRM architecture frameworks, reference models, standards, policies and practices
€¢ Provides ongoing review of CRM environment, recommending improvements based on latest trends, technologies and business operating environment
€¢ Investigates CRM systems that might benefit Iemas, providing CRM insights into the development of business cases, whilst playing a lead role in the system evaluation and selection process for approved investments
€¢ Definition and review of CRM-specific value realisation goals for the CRM environment
€¢ Represents the CRM capability in architecture and design forum(s) as a key decision-making stakeholder
Delivery Planning, Design & Implementation
€¢ Align CRM activities and roadmaps across the different Iemas Group stakeholders
€¢ Responsible for CRM subject matter leadership, providing guidance to implementing CRM projects and technical teams on standards-based best practice
€¢ Work with the Project Managers and Business Analysts to develop a high-level project schedule, business requirements and set of architecture work packages
€¢ Advise all programme stakeholders of dependencies and impacts related to CRM initiatives, ensuring minimal duplication of systems and functionality, limiting deviation from business & IT strategies
€¢ Enterprise architecture strategy
€¢ Enterprise CRM Model & Roadmap
€¢ Digital trends and emerging technologies
€¢ Existing CRM Initiatives & Overlaps
€¢ Business & Technology Capabilities & Roadmap
€¢ Integrated Architecture Domains & Roadmaps: Channel, Business Process, Integration, Data, Infrastructure, Security, 
€¢ Business, Functional and Non-functional project requirements
€¢ Regulatory, legal and compliance implications i.e. consumer privacy laws, data retention policies, outsourced data and specific industry guidelines
€¢ Track CRM value realisation metrics against implementing projects
€¢ Manages communication of CRM change throughout the organisation and relevant stakeholders
€¢ Manages the CRM knowledge & architecture repository for all CRM architecture artefacts
€¢ Active in market trend research and benchmarking of competitive Media institutions, their CRM approaches and technologies
€¢ Active in the positioning of feasible CRM business and technology concepts to Iemas Group, contributing to business case development and architecture positioning proposals
€¢ Researches new CRM technologies and suites to evolve the existing Iemas technology stack, providing recommendations to the enterprise and CRM target architectures as appropriate


€¢ BSc Computer Science or BComm Information Systems / Informatics or a similarly relevant Information Technology degree from a recognized university
€¢ Relevant CRM software certifications e.g. Salesforce, Microsoft, Oracle, SAP.
€¢ Architecture practice and modelling-related certifications e.g. TOGAF, Bredemeyer, Zachmann, UML, eTOM, SOA.
€¢ Architecture tooling certifications & experience e.g. Sparx, Casewise, ARIS, iServer.
€¢ Supporting technology or business domain certifications


€¢ 5+ years' experience in CRM-specific architecture and solution design
€¢ 5+ years' experience in implementing large, mid-size and small CRM solutions/projects
€¢ Deep domain knowledge of CRM and cloud systems/platforms & implementations, and hands-on experience working on related technologies with customers in those markets
€¢ Detailed experience and successful track record in establishing CRM capabilities, defining and driving the adoption of CRM architectures e.g. Sales Force Automation, Marketing Automation, Campaign Management, Service Management
€¢ Knowledge and practical application of common CRM architectures, including integration into Line-of-Business systems e.g. Product Catalogue, Client information
€¢ Strong understanding of software design and agile concepts

Knowledge and Skills:

€¢ Understanding of business processes
€¢ Strong analytical and problem solving skills
€¢ Attention to detail
€¢ Strong Leadership Skills
€¢ Strong Modelling
€¢ Customer focus and service orientation
€¢ Planning and organizing
€¢ Innovative
€¢ Relationship Building
€¢ Critical Thinking
€¢ Holistic Thinking
€¢ Persuading & Influence
€¢ Coaching