Luxoft
Enterprise CRM Architect (Engagement Lead)
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 09/05/2026
Job overview
Date posted
25/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Job description
The Enterprise CRM Architect (Engagement Lead) is responsible for acting as a platform-neutral Functional CRM Consultant and Business Subject Matter Expert to lead business requirement definition and ensure that Request for Proposal (RFP) documentation reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB). The role focuses on defining what the organization requires from CRM capabilities rather than prescribing how platforms such as Salesforce or Microsoft implement solutions. The position involves conducting business and process assessments, leading stakeholder workshops across Corporate and Investment Banking teams, capturing relationship management requirements, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking needs, servicing requirements, complaints handling, service level agreements (SLAs), client communications, and interaction history requirements. The Enterprise CRM Architect is responsible for documenting current-state pain points, defining target-state expectations, developing platform-neutral functional requirement catalogues prioritized using Must / Should / Could frameworks, and writing measurable and testable requirements. The role includes defining user personas, service volumes, scope boundaries, assumptions, and designing end-to-end customer and service journeys while defining operational KPIs, escalation requirements, and reporting expectations. Responsibilities also include drafting functional sections of the RFP, defining vendor demonstration scenarios, supporting vendor evaluation, identifying functional gaps, risks, and process impacts, and supporting change management initiatives including organizational change implications, training requirements, governance dependencies, and operating model considerations. The position delivers outputs including functional requirements packs, process documentation, journey mapping artifacts, demo scripts, scoring criteria, functional gap logs, risk registers, and input into final assessment recommendations.
Required skills
Key responsibilities
- Lead business and process assessment workshops with Corporate and Investment Banking stakeholders to capture relationship management needs, client onboarding journeys, credit lifecycle touchpoints, deal and pipeline tracking requirements, servicing workflows, complaints handling, service level agreements, client communications, and interaction history while documenting current-state pain points and target-state expectations
- Develop platform-neutral functional scope definition by building a comprehensive functional requirements catalogue prioritized using Must / Should / Could methodology, ensuring requirements are written in measurable and testable language, defining user personas, roles, service volumes, and clearly documenting scope boundaries and assumptions
- Design customer and service journeys by defining end-to-end business flows, mapping operational processes, capturing SLA requirements, defining escalation models, and documenting operational KPIs and reporting expectations aligned with Commercial & Investment Banking operational objectives
- Draft functional sections of the Request for Proposal (RFP) including defining vendor demonstration scenarios, documenting functional evaluation criteria, and supporting vendor response evaluation from a business capability perspective while identifying functional gaps, risks, and process impacts
- Support vendor evaluation activities by assessing CRM platform capabilities, conducting platform-neutral comparisons including Salesforce and Microsoft CRM, and providing recommendations based on business requirements, operational efficiency, and alignment with Commercial & Investment Banking needs
- Identify change management and adoption considerations by assessing organizational and process change implications, outlining training and adoption requirements, and highlighting dependencies related to policy, governance, and operating model transformation
- Produce key deliverables including functional requirements packs, process and journey documentation, demo scripts, scoring criteria, functional gap logs, risk registers, and inputs into final assessment recommendations for CRM selection initiatives
- Collaborate with business stakeholders, business analysts, and technical teams to ensure CRM functional architecture supports relationship management, onboarding, credit lifecycle, servicing, and operational reporting requirements within Commercial & Investment Banking environments
Experience & skills
- Demonstrate strong CRM functional background with experience in Commercial & Investment Banking (CIB) environments, including relationship management, client onboarding, credit lifecycle management, deal tracking, pipeline management, servicing workflows, and client interaction management
- Possess experience in requirements capturing and structuring including building functional requirement catalogues, defining user personas, documenting scope boundaries, and writing measurable and testable requirements using structured methodologies
- Demonstrate experience running vendor or platform assessments including drafting Request for Proposal (RFP) documentation, defining demo scenarios, evaluating vendor responses, and identifying functional gaps and risks
- Show expertise in Business Process Design including mapping end-to-end customer journeys, documenting operational workflows, defining SLA requirements, escalation models, and operational KPIs for CRM implementation
- Demonstrate experience facilitating stakeholder workshops with Corporate and Investment Banking teams, capturing business requirements, and aligning stakeholders on CRM functional capabilities and operational objectives
- Possess strong CRM Functional Expertise with platform-neutral mindset including understanding of Salesforce and Microsoft CRM capabilities without prescribing vendor-specific implementation approaches
- Demonstrate analytical documentation experience including process documentation, journey mapping, requirements documentation, functional gap analysis, risk documentation, and reporting deliverables
- Show knowledge of Banking and Commercial & Investment Banking domain including relationship management, onboarding processes, credit lifecycle workflows, servicing requirements, and operational performance reporting