CRM Architect

For more than 70 years, IDB Bank has made it our mission to be the best bank for our clients by putting their needs first, and the success we’ve enjoyed fundamentally comes down to our people. Here at IDB, you’ll work side by side with some of the most talented professionals in the industry who share a strong sense of teamwork and a passion for providing exceptional service down to the smallest detail. We offer a comprehensive benefits package that includes generous paid time off and the ability to participate in our medical coverage and 401(k) plan on your very first day with us. We are also committed to diversity and inclusion, and to providing all of our team members with an equal opportunity to succeed and make meaningful contributions within a work environment that is respectful, welcoming and inclusive.

IDB Bank is seeking a seasoned CRM Architect to lead the design, integration, and optimization of enterprise CRM solutions that enhance customer engagement, streamline onboarding, and support regulatory compliance. The CRM architect will play a critical part in aligning CRM capabilities with the bank’s digital strategy, leveraging Salesforce, AI, RPA, and integration platforms to deliver scalable, secure, and data-driven customer experiences.

Primary Responsibilities

• Develop and maintain a scalable, secure, and high-performing CRM reference architecture aligned with enterprise IT and business strategic goals. Conduct gap analysis and define essential CRM components to support project execution and governance.
• Design and implement CRM architecture to support digitized account opening and KYC processes across digital and branch channels. Ensure readiness of CRM workflows and integrations to enhance customer engagement and cross channel communication.
• Lead CRM integration for banking, enabling customer segmentation and personalized engagement. Deliver domestic and international CRM solutions in alignment with IT and business timelines and customer experience goals.
• Identify and execute cost optimization strategies for CRM platform through consolidation and license rationalization. Provide a roadmap for CRM functionality, data, and integration efficiency improvements.
• Promote CRM best practices and data-driven engagement strategies across IT and business teams. Conduct workshops and define governance and standard through the Architecture Review Board (ARB).
• Define and implement training and knowledge transfer programs for CRM users, SMEs, and stakeholders. Ensure smooth adoption and operational readiness for new CRM implementations.
• Align CRM architecture with enterprise data strategy to support analytics, governance, and customer insights. Conduct quarterly assessments to ensure CRM meet functional and operational quality standards.
• Architect automation strategies within CRM using AI, RPA, and workflow automation tools. Deliver frameworks for self-service engagement and robotic process automation to improve operational efficiency.
• Identify and advance security and compliance controls within CRM to protect customer interactions and data. Ensure alignment with risk management frameworks and regulatory requirements, including but not limited to BSA, SRs, and MRBAs.
• Establish and evolve a CRM quality assurance framework to monitor data integrity, platform performance, and customer experience. Track incident reports and drive continuous improvement in CRM operations.

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field. A strong academic foundation in technology and design is essential for this role.
• Minimum of 8 years of experience in CRM architecture, preferably within the banking or financial services industry. Proven ability to lead enterprise-level CRM initiatives from design through implementation.
• Deep expertise in Salesforce service and marketing cloud, customer journey and workflow orchestration, social media marketing and integration, and campaign management.
• Demonstrated success in leveraging Salesforce capabilities to drive customer engagement and operational efficiency.
• Experience with architecting Agentic AI and AI-driven customer engagement strategies. Ability to design intelligent workflows and predictive models that enhance CRM performance.
• Proficiency in UiPath or other RPA for automating CRM-related business processes. Experience in implementing scalable automation frameworks that reduce manual effort and improve accuracy.
• Strong knowledge of MuleSoft or other iPaaS for integration. Skilled in designing and managing APIs and data flows between CRM and corresponding enterprise applications.
• Familiarity with CRM maturity model, security frameworks, data and application governance, and banking regulatory compliance standards
• Knowledge of enterprise architecture frameworks, including TOGAF or Zachman, and the ability to align CRM with broader architectural principles.
• System Architect certification is highly preferred, demonstrating advanced architectural design and implementation expertise.

The expected annual salary for this position is between $160,000 and $180,000 at the start of employment. A salary offer is determined on an individualized basis, taking into consideration factors such as an individual’s skills and experience. In addition to base salary, our total rewards package also includes eligibility for an annual bonus, medical, pharmacy, dental, and vision plans, life and disability insurance, employee wellness program, retirement and savings plans with employer contributions, generous holiday and paid time off schedules, parental leave, and tuition reimbursement.

The Bank will make reasonable accommodations to the following employees to allow them to perform the essential functions of their position, except where doing so would result in undue hardship to the Bank:

• Those with a known mental or physical disability.
• Pregnant individuals and/or individuals with pregnancy or childbirth-related medical conditions.
• Victims of domestic violence, sex offenses or stalking.
• Employees with religious observance and practice obligations.

Any employee who believes he or she needs an accommodation for any of the above reasons should contact their supervisor or a member of Human Resources to request such an accommodation. In each case, the Bank will engage in a good faith written or oral dialogue concerning the individual’s accommodation needs; potential accommodations that may address the individual’s accommodation needs, including alternatives to a requested accommodation; and the difficulties that such potential accommodations may pose for the employer.

The Bank retains the ultimate discretion to choose the appropriate reasonable accommodation. Upon reaching a final determination at the conclusion of the cooperative dialogue, the Bank will provide the requesting individual with a written final determination identifying any accommodation granted or denied. In addition, the Bank will maintain any information regarding the employee’s request and status in the strictest confidence, except as requested by the employee, as required on a need-to-know basis or as otherwise required by law.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

All your information will be kept confidential according to EEO guidelines.

IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.

IDB BANK, INCLUDING ITS SUBSIDIARIES AND DIVISIONS, PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, NATIONAL ORIGIN, AGE, DISABILITY, GENETIC STATUS, CITIZENSHIP STATUS, MARITAL STATUS, MILITARY OR VETERAN STATUS, CURRENT UNEMPLOYMENT OR ANY OTHER LEGALLY PROTECTED CATEGORY IN ACCORDANCE WITH APPLICABLE FEDERAL, STATE AND LOCAL LAW. NOTHING IN THIS SITE CONSTITUTES A PROMISE OR OFFER OF EMPLOYMENT.