Enterprise CRM Architect (Engagement Lead)
LuxoftProject description
Customer is seeking a platform-neutral Functional CRM Consultant / Business SME to lead business requirement definition and ensure the RFP reflects clear, outcome-driven, vendor-agnostic functional needs for Commercial & Investment Banking (CIB).
This role focuses on what Customer needs the CRM to do, not how Salesforce or Microsoft does it.
Responsibilities
Business & Process Assessment
Lead workshops with Corporate and Investment Banking stakeholders to capture:
Relationship management needs
Client onboarding journey
Credit lifecycle touchpoints
Deal and pipeline tracking
Servicing, complaints, and SLAs
Client communications and interaction history
Document current-state pain points and target-state expectations.
Functional Scope Definition:
Build a functional requirements catalogue that is:
Platform-neutral
Prioritized (Must / Should / Could)
Written in measurable, testable language
Define user personas, roles, and service volumes.
Clearly document scope boundaries and assumptions.
Customer & Service Journey Design:
Define end-to-end journeys and key business flows.
Capture SLA and escalation requirements.
Define operational KPIs and reporting expectations.
RFP Authoring & Vendor Evaluation Support:
Draft the functional sections of the RFP.
Define demo scenarios that vendors must follow.
Support evaluation of vendor responses from a business capability perspective.
Identify functional gaps, risks, and process impacts.
Change & Adoption Considerations:
Identify organizational and process change implications.
Outline training and adoption needs.
Highlight dependencies on policy, governance, or operating model.
Reporting & Outputs:
Functional requirements pack
Process and journey documentation
Demo scripts and scoring criteria
Functional gap and risk log
Input into final assessment recommendation
Skills
Must have
Need a strong program manager with 15 to 20 years of experience to run the project.
Required Experience
Strong CRM functional background (banking/CIB preferred).
Experience in requirements structuring.
Experience running vendor or platform assessments.
Strong workshop facilitation and stakeholder engagement skills.
________________________________________
Key Skills
Business Process Design
CRM Functional Expertise (platform-neutral mindset)
Banking / CIB Domain Knowledge
Requirements Capturing and Structuring
Vendor Evaluation Support
Stakeholder Facilitation
Analytical Documentation
Project Manager skills
Nice to have
NA
Other
Languages
English: C2 Proficient
Seniority
Lead
Abu Dhabi, United Arab Emirates
Req. VR-125734
Other Packaged Software
BCM Industry
27/10/2026
Req. VR-125734
