CRM Solution Architect III at Capitec Bank

Purpose Statement

To take the lead in the most complex Client Relationship Management (CRM) Solution Design projects

• apply and provide data, systems and engineering know how to support, track, develop and improve advanced client engagement programmes, campaigns and prompts throughout the client engagement life cycle.
• conceptualise, articulate, design and build, advanced CRM solution designs in relation to specific communication programmes, campaigns, and prompt business requirements.

To fulfil the role of a Subject Matter Expert (SME) and advisor on all matters relating to CRM platform solutions, specifically Salesforce, in support of the accountability towards the CE manager and HOD including:

• advising and training on enterprise CRM automated programme technology (specifically Salesforce Marketing Cloud) architecture and the solution design of any initiative
• overseeing more junior team members to ensure the solution designed meets the company’s CRM architect standards and engagement vision.

Experience

Minimum:

• >2-3 yrs. technical CRM experience in a client relationship environment or business engineering to understand data, modelling, selection, systems, and integration points in respect of a client centric view.
• >2-3 yrs. experience working on Salesforce Marketing Cloud and / or Salesforce CRM
• Experience of working cross functionally with multiple stakeholders.
• Operating in an environment practicing Agile methodology.

Ideal:

• >2 years’ experience in CE to understand data, modelling, selection, systems, and integration points in respect of a client centric view
• >2 years program or business engineering experience project experience.

Qualifications (Minimum)

• A relevant tertiary qualification in Information Technology or Similar

Qualifications (Ideal or Preferred)

• Honours Degree in Information Technology or Similar

Knowledge

Minimum:

• Salesforce Marketing Cloud
• Salesforce CRM
• Process engineering
• Analytics and modelling
• System integration, APIs
• Customer relationship management principles, tools, and methods
• Understanding of data, modelling, selection, systems, and integration points in respect of a client centric view.
• Stakeholder engagement and management principles and practices
• Agile methodology

Ideal:

• CX or CE Journey mapping
• Technical CRM program building
• AI modelling
• Digital channel development and integration

Skills

• Analytical Skills
• Communications Skills
• Interpersonal & Relationship management Skills
• Planning, organising and coordination skills
• Problem solving skills

Conditions of Employment

• Clear criminal and credit record