Job Description

We are seeking a highly skilled and experienced CRM Solution Expert with over 10 years of hands-on experience in delivering and optimizing CRM platforms, preferably Salesforce, within the banking and financial services sector. The ideal candidate will have a strong foundation in solution design, CRM architecture, and business analysis, with the ability to translate complex banking requirements into scalable CRM solutions.
Candidates should also possess strong Agile delivery experience, exposure to Retail, Corporate, or Private Banking, and familiarity with AI-driven enhancements in customer relationship management systems.
Key Responsibilities:

• Design, implement, and optimize CRM solutions, primarily using Salesforce, aligned with business goals across various banking segments.
• Serve as the subject matter expert (SME) for CRM-related capabilities, ensuring seamless integration with core banking systems and customer data platforms.
• Lead end-to-end CRM initiatives from requirement gathering, solution architecture, and development oversight to testing and deployment.
• Collaborate with cross-functional teams, including business stakeholders, architects, developers, and testers, in a fully Agile environment.
• Guide the adoption of CRM best practices, ensuring compliance with regulatory, data privacy, and security standards.
• Leverage AI/ML capabilities (e.g., customer insights, next-best-action, automated workflows) to enhance CRM functionality and customer engagement.
• Provide leadership in user training, change management, and solution governance frameworks.
• Evaluate emerging CRM technologies and make recommendations aligned with future business needs.

Required Skills & Qualifications:

• 10+ years of experience in CRM solution delivery, including design, configuration, and deployment.
• Proven track record with Salesforce CRM (Sales Cloud, Service Cloud, Financial Services Cloud, or custom implementations).
• Deep understanding of banking business processes, ideally across Retail, Corporate, and/or Private Banking.
• Strong expertise in Agile methodologies (Scrum, SAFe) with practical experience delivering large-scale enterprise CRM programs.
• Hands-on experience with CRM data models, system integrations, workflows, and automation tools.
• Exposure to or experience with AI capabilities in CRM, such as predictive analytics, chatbots, or personalized engagement features.
• Strong analytical thinking, documentation, and stakeholder communication skills.
• Ability to lead workshops, stakeholder interviews, and solution presentations with business and technical audiences.

Skills Required