Lead CRM strategy, solution architecture, and pre-sales for enterprise clients; drive CRM transformation, journey orchestration, MarTech optimization, and C-suite advisory while mentoring teams and ensuring compliance with data privacy and security standards.
The purpose of this role is to create solution architectures for systems and platforms ensuring all relevant options are explored for time, cost and compliance to the company’s standards, policies and practices whilst meeting the business’ requirements. The role will oversee the work of other architects and delivery of the solution for clients both internal and external, shepherding it through the relevant governance.
Good to Have
Job Description:
Responsibilities:
Strategic Consulting & Transformation:
- Lead CRM strategy development for enterprise clients, defining customer engagement roadmaps aligned with business objectives
- Conduct comprehensive CRM maturity assessments and gap analysis across people, process, technology, and data dimensions
- Design customer engagement strategies encompassing journey orchestration, segmentation frameworks, lifecycle marketing, and omnichannel activation
- Advise clients on MarTech stack optimization, platform selection, and technology consolidation strategies
- Develop business cases and ROI models demonstrating value of CRM investments and transformation initiatives
Executive Advisory & Stakeholder Management:
- Serve as trusted advisor to C-suite executives and senior marketing leaders on customer engagement vision
- Lead executive workshops and steering committee sessions to align stakeholders on CRM strategy and priorities
- Facilitate organizational change management and adoption strategies for CRM transformation programs
- Build long-term strategic relationships with enterprise clients through consultative engagement
Innovation & Thought Leadership:
- Evangelize emerging trends: AI-driven personalization, composable CDP, etc.
- Develop reusable solution accelerators and framework libraries
- Identify and pilot innovative use cases that differentiate client programs in the market
- Mentor teams on strategic thinking and consultative engagement approaches
Pre-Sales & Solutioning
- Lead solution design for RFPs, RFIs, and enterprise client pitches for CRM & MarTech
- Architect scalable MarTech solutions spanning CRM/CEP platforms (SFMC, Braze, etc.)
- Craft compelling narratives that articulate business value, technical feasibility, and competitive differentiation
- Design impactful presentations, solution blueprints, and POCs for C-level stakeholders
- Conduct discovery workshops and stakeholder alignment sessions to uncover client needs
- - Develop scoping documents, effort estimations, commercial models for proposed solutions
- - Collaborate with business development teams to qualify opportunities and close deals
- - Ensure solutions align with data privacy regulations (GDPR, CCPA) and security best practices
Requirements:
- 12+ years in CRM and MarTech with 5+ years in strategic consulting or advisory roles
- 4+ years of pre-sales or solutioning experience supporting enterprise sales cycles
- Proven track record of leading CRM transformation programs for enterprise clients
- Expertise in customer engagement strategy, journey orchestration, and marketing operations
- Strong hands-on knowledge of enterprise CRM platforms: Salesforce Marketing Cloud, Adobe Campaign/Journey Optimizer, Braze, or similar
- Demonstrated success in winning competitive bids through innovative solution proposals
- Track record of participating in high-stakes pitches and closing complex deals
- Exceptional storytelling ability with strong presentation and articulation skills
- Experience presenting to C-suite executives and senior marketing leaders
Must have skills:
- CRM strategy development and customer engagement transformation
- Strong hands-on knowledge of enterprise CRM platforms (Salesforce Marketing Cloud, Adobe Campaign/Journey Optimizer, Braze, or similar)
- Solutioning and Effort Estimation for CRM platforms
- RFP/RFI response and solution design
Good to Have
- Experience in Retail, BFSI, Healthcare, Travel & Hospitality, or Media & Entertainment
- Platform certifications (Salesforce, Adobe, Braze)
**Additional Requirements**
- Willingness to travel for short durations domestic and international
- Background in consulting firms or digital agencies
- Experience with large-scale digital transformation programs
- Working knowledge of Customer Data Platforms (CDPs)
- Familiarity with APIs, webhooks, event streaming, and real-time data integration
- Awareness of GenAI capabilities for marketing workflows
- Knowledge of emerging trends: composable CDP, real-time personalization, etc.
Location:
DGS India - Mumbai - Thane Ashar IT ParkBrand:
MerkleTime Type:
Full timeContract Type:
PermanentTop Skills
Adobe Campaign
Adobe Journey Optimizer
APIs
Braze
Customer Data Platform (Cdp)
Event Streaming
Genai
Real-Time Data Integration
Salesforce Marketing Cloud
Webhooks
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