Functional CRM Solution Architect

Brainlake Advertising LLC; Riyadh; On-site; SAR 420,000 - 720,000; Full time

Job summary

Brainlake Advertising LLC is seeking an experienced Functional CRM Solution Architect to lead the functional design and delivery of enterprise CRM solutions for large organizations. You will drive discovery, shape the functional architecture, and ensure that what gets built works for users as they go live and adopt the new system.

You will be hands-on and client-facing, guiding functional design across sales, service, marketing, and field operations, while collaborating with technical architects

Qualifications

• Extensive experience delivering enterprise CRM programs for complex organizations.
• Strong ability to translate business requirements into functional designs and user stories.
• Proven track record in guiding architecture decisions and governance across multiple workstreams.

Responsibilities

• Lead discovery workshops with business stakeholders to capture objectives and processes.
• Map and redesign end-to-end customer processes (lead-to-cash, case management, service delivery, loyalty).
• Define functional CRM architecture across sales, service, marketing, and field operations.
• Support CRM platform evaluation, requirements, and fit analysis.
• Lead functional data modeling, 360-degree customer view, and access controls.
• Act as design authority for functional decisions and manage scope across workstreams.
• Define business-oriented data migration, integration requirements, and testing strategy.
• Shape training, change management, and adoption plans post go-live.
• Advise clients on CRM best practices and operating models.
• Produce artefacts like process maps and design documents.

Skills

CRM architecture

Process mapping

Stakeholder management

Requirements design

Data model

Integration design

Test strategy

Change management

AI in CRM

Governance advisory

Job description

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. We want someone who brings a point of view, not just someone who documents requirements. You should have challenged how a business works, designed a better way, and seen it through go-live and adoption.

What You'll Do:

• Lead discovery workshops with business stakeholders to understand objectives, current-state processes, pain points, and customer engagement requirements.
• 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, including requirements definition, vendor assessment, and fit analysis.
• 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 that delivery teams can build from.
• Define the functional data model, customer 360 view, record ownership, roles and access, business rules, and process flows in partnership with technical architects.
• Act as design authority for functional decisions, managing scope, trade-offs, and change requests across workstreams.
• 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 from a business perspective.
• Lead test strategy from a functional perspective, including scenario design, system integration testing support, and user acceptance testing.
• Shape training, change management, and adoption plans so that the solution is used as intended after go-live.
• Contribute to solutioning, estimation, and scoping of new phases and change requests.
• Identify opportunities to use AI and automation within CRM to improve productivity and customer outcomes.
• Advise clients on CRM best practice, operating model, and governance.
• Produce high-quality functional artefacts, including process maps, functional design documents, requirements traceability, and decision logs.
• Collaborate with technical architects, developers, data, and delivery leads throughout discovery, design, build, testing, and hypercare.