Solution Architect - CRM, Asia Pacific

Job description

Job Purpose:

The primary accountability of the Solution Architect is to ensure that the CRM systems are following proper system design, architecture principles, integration and documentation.

The Solution Architect will define and strengthen the way the CRM systems are working from the Data, integration and features points of view, ensuring usability, practicality, feasibility, performance, sustainability and security. The CRM eco-system covers the global customer data platforms and  the core CRM system layer in APAC, including the Global Customer MDM and 360 databases, the Regional Salesforce platform, marketing automation platform, customer care platform, customer attribute calculation engine, Clienteling mobile app, customer app, as well as integration with the POS system, eCommerce websites, social and other digital touchpoints, reporting and analytics platforms, and any future integration with systems in need of customer data.

In his/her capacity, the Solution Architect will lead in delivering new capabilities and enhancements for existing systems but also for the future systems built in CHANEL (global, regional or local initiatives implemented in Asia Pacific). The overall objective is to offer a seamless end-to-end customer experience across all touchpoints, with the CRM system housing the master record of customer in serving all business needs.

He/she will work with the relevant programs teams and vendors to align cross-platform and integration design, sizing, POCs, environment arrangement, as well as to facilitate the Architecture Review Board. He/She will work with the Programs teams and the Enterprise Architecture team to define technology standards, and to make sure they are applied in the region. Documentation plays an important role in aligning the standards and practices across domains. This can include technical documentation about the integration standards and mechanisms used to connect systems, but also functional documentation of the applications to have a full picture of the system feature coverage, architecture and process mapping.

With data consistency being one of the pre-requisites to have effective systems used by the Business teams, the Solution Architect will focus on ensuring and elevating the level of data accuracy and alignment between systems. He/She will work with Program teams and vendors to introduce the necessary changes to improve the data model and integration process overall. He/She will also develop testing strategies to ensure changes and new development provide the expected results in production platform.

When areas of improvements or vulnerabilities are identified, the Solution Architect will propose changes to the Head of Program – CRM to stabilize and enhance the systems designs, integration and performance.

This role requires a deep understanding of the CRM and Retail processes, a good grasp of the challenges faced by the Business, and the capacity to identify how to build the right systems and experience for CHANEL.

As an expert in his/her domain, the Solution Architect has the credibility and communication skills to build the right dialog with the teams (both IT, and vendors).

Key Responsibilities:

Solution Architecture

·  Propose key architecture principles, aligned with the Enterprise Architect and adapted to the CRM system context
·  Manage the technical design of regional CRM platform in APAC with a long-term vision, and its integration with CHANEL’s global ecosystem, but at the same time addressing immediate and short-term needs in a pragmatic manner
·  Identify areas of improvement and propose solution to make the CRM eco-system robust and scalable

Data Quality and Consistency

·  Audit the level of data accuracy and consistency across the CRM integrated systems and propose actions and mechanisms to address the pain points
·  Provide guidance to the Program team to develop strategies in order to maintain the right level of data alignment over time

Solution Strategy and Roadmap

·  Supports the teams for the development of the overall solution strategy and roadmap in the CRM and digital domain
·  Support the CRM Program team to develop business cases, formulate plans, estimate resources and identify timing for execution

Solution Selection/Vendor Selection

·  Propose suitable solutions and vendors for delivery and improvement of the CRM program
·  Help to define and scope the necessary projects and initiatives with technical advice, in particular for the System Architecture and Design part
·  Review and challenge proposal, estimation, and design from vendors in consideration of usability, practicality, feasibility, performance, sustainability and security

Solution Implementation

·  Support the execution of all build phases of domain projects, especially testing strategy and guidance for data flows and interfaces, performance and security
·  Plan and arrange necessary environments to support solution implementation; work with involved Program teams to prepare the environments
·  Manage technical vendors to align and coordinate technical task deliveries, on time and of quality

System documentation

·  Build and maintain the systems documentation to have an up-to-date description of data model, data flow, features and integration mechanisms
·  Manage vendors in submitting and updating technical documentation, and consolidate into single format for ease of reuse

Business process documentation

·  Support the Program teams in formalizing the business process in alignment with system designs (data field definition, system rules and configuration, features and processes description)

Academic / Professional Qualifications:

Mandatory

·  Undergraduate Degrees in Engineering, Computer Science, Information Technology or related field

Preferred

·  Project management: PMP, Prince 2, or Agile/Scrum certified
·  Salesforce Certified Administrator
·  Salesforce Certified Service Cloud Consultant
·  Salesforce Certified System Architect

Work Experience:

·  At least 10 years hands on experience in CRM system architecture and integration design and delivery, with successful implementation references at a regional capacity
·  Spent last 2 years in architect lead capacity with experience in aligning multiple system vendors
·  Experience in an international context and culture
·  Working as a consultant for a recognized firm is a plus
·  Technical experience with Salesforce a plus

Functional/Technical Expertise:

·  Solid experience on CRM system design and implementation
·  Strong records in terms of solution architecture
·  Solid experienced in managing end-to-end project life cycles with local/regional/global stakeholders
·  Good understanding of retail customer journey, with offline and online touchpoints
·  Good understanding of customer and retail data in B2C retail business context
·  Experience in mobile applications design and implementation

Required Competencies:

·  Take ownership, with high sense of drive, initiative and self-organization
·  Proactive in driving the program forward and tackle technical challenges in a positive and constructive manner
·  Strong innovation mindset and capacity to drive new ideas
·  Analytical thinking, with ability to challenge the status quo with constructive approach
·  Manage and resolve conflicts among working parties, and deriving agreeable plans without losing focus in upholding the correct principles
·  Proven multi-tasking skills and desire to resolve problems with a positive ‘can-do’ attitude
·  Project management and vendor management skills with solid proven track records
·  Great team player and open collaboration spirit
·  Good interpersonal and communication skills
·  Enthusiastic and proven rapid learning capability
·  Innovative problem solving, design and testing skills with a passion to deliver
·  Confidence and flexibility to often work under significant pressure to deliver effective and high quality solutions and designs
·  Fluent in English; Cantonese and Mandarin a plus