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’ll lead process discovery, shape the functional architecture, and make sure that what gets built actually works for the people who use it.

You’ll 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.

Requirements

• 10+ years in CRM or customer engagement, including 6+ years in functional lead or architect roles.
• A track record of leading the functional design of enterprise CRM implementations end to end on large-scale, multi-workstream programmes.
• Deep implementation experience on at least one leading CRM platform, such as Salesforce, Microsoft Dynamics 365, SAP Sales & Service Cloud, Oracle CX, or Pega, with exposure to more than one being a strong advantage.
• Experience in a consulting or systems integration environment, delivering for enterprise clients in a structured, client-facing delivery model.
• Strong knowledge of CRM domains, including sales, customer service, marketing, field service, and customer data management.
• Strong business process design skills, with experience in process mapping (for example, BPMN) and requirements management in Jira or Azure DevOps.
• A working understanding of CRM data models, integration concepts, and platform capabilities, enough to collaborate credibly with technical teams.
• Experience leading workshops, fit-gap sessions, and user acceptance testing with senior business stakeholders.
• Excellent communication and facilitation skills, with the ability to influence business and technical audiences alike.
• Comfort working independently in a contract capacity and getting productive quickly within established client teams.

Nice to have

• CRM certifications, such as Salesforce Certified Consultant or Architect credentials, Microsoft Dynamics 365 functional certifications, or equivalents.
• Experience with CRM platform selection or multi-platform CRM landscapes.
• Experience with contact centre, CDP, or marketing automation solutions.
• Industry experience in financial services, government, telecoms, or other regulated sectors.
• GCC client experience and/or Arabic language skills.