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.

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 Park

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent