Senior Crm

Overview We Dream. We Do. We Deliver. At Merkle, a dentsu company, we power the experience economy. Whether we're building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it's all in the name of crafting experiences that set brands apart from the competition. Backed by dentsu's legacy of innovation and creativity originating in Japan, we've spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences.

Key Responsibilities
And Accountabilities Responsible for leading the design, customization, and optimization of the CRM platform, ensuring robust integration, advanced data analytics, and scalable solutions that align with the domain's strategic objectives and drive customer relationship excellence while identifying new opportunities within the customer. Lead the design and development of complex digital solutions in the CRM Domain Lead the development of complex software solutions. Provide technical guidance and mentorship to junior engineers. Ensure architectural integrity and consistency across the software development lifecycle. Develop and maintain software architecture documentation. Participate in project planning and estimation activities. Drive continuous improvement initiatives within the development team. Act as a subject matter expert (SME) for pitches and client work. Contribute to the vision and strategy of the team Skills for the role CRM Platforms Excellent knowledge of CRM systems e.g. Salesforce, Hub Spot, Microsoft Dynamics (Backend and Frontend). Be able to implement efficient, scalable, and maintainable CRM solutions. Excellent problem-solving skills with the ability to troubleshoot and resolve complex issues. Experience in leading and managing project development in Agile or Scrum environments. Experience with CI/CD and version control tools (e.g., Git Hub, Git Lab, Bitbucket, Jenkins, etc.). Ability to work independently and as part of a team, managing multiple priorities and deadlines and guide junior members. Databases Ability to query databases for customer data extraction and reporting. Scripting & Automation Strong programming skills in APEX, C#,.net, others. API Integration Strong understanding of REST/SOAP APIs for integrating CRM with other systems Data Analysis & Reporting Strong experience with Excel, Power BI, Tableau or others to analyze customer data and generate insights. Customer Data Management Strong understanding of data segmentation, customer lifecycle, and personalization. Troubleshooting & Debugging Ability to diagnose CRM-related technical issues and provide solutions. Experience by Cloud Experience in any of these clouds is a plus. Loyalty Management Loyalty program modeling (tiers, points/earn, burn rules), wallets, vouchers, promotions, partner/merchant integrations. Real-time events for accrual/redemption, fraud controls, and member lifecycle orchestration. Industry Cloud Solutions Consumer Goods Cloud (CGC) Retail execution: visit planning, surveys/audits, image recognition (if applicable), in-store merchandising, order capture. Trade promotions & pricing workflows, route optimization, distributor/retailer hierarchies, and offline mobile patterns. Financial Services Cloud (FSC) Householding, relationships, KYC/AML processes, advisor workspaces, referrals, and compliance workflows. Person Accounts vs. Individual model choices; integration to core banking/insurance systems. Field Service Work Orders, service appointments, skills/capabilities, inventory/parts, Scheduling Optimizer, dispatcher console. Mobile flows, offline behavior, safety/compliance checklists, SLAs/entitlements. CPQ / Revenue Cloud Product rules, price rules, constraint rules, pricing methods, quote templates, approvals, and quote-to-order integrations. Data model alignment with Billing, tax, proration, renewals, amendments, and complex bundling. Data Cloud (CDP) Ingestion pipelines, identity resolution, data streams, calculated insights, segments, and activation to Marketing Cloud/ads. Real-time personalization, governance, data contracts, and deduplication strategies. Salesforce Certifications (Preferred) Application Architect Platform Developer I App Builder Sharing and Visibility Architect Data Architect Platform Development Lifecycle and Deployment Architect Platform Developer II Java Script Developer Data Cloud Consultant (CDP) Certified CPQ Administrator / Developer Field Service Consultant Financial Services Cloud Accredited Professional Consumer Goods Cloud Accredited Professional About the Team & Benefits Team player with organizational skills and dedicated to transparency. Why choose dentsu? Global Reach with Local Expertise: Join a network that spans 145 countries, with over 70,000 talented employees. Innovation at Our Core: For over 120 years, we have been pushing boundaries to co