CRM Architect

Crypto.com; City of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading crypto firm in London is seeking a proactive CRM Architect to support VIP and Growth teams by managing CRM solutions. The ideal candidate will have expert knowledge of Salesforce, strong problem-solving skills, and experience in designing scalable solutions. This role involves overseeing system configuration, collaborating with stakeholders, and providing user support to enhance the VIP experience.

Qualifications

• 5+ years of experience in CRM architecture roles, preferably Salesforce.
• Ability to design secure integrations with APIs and external services.
• Knowledge of CI/CD processes and ability to document architecture decisions.

Responsibilities

• Oversee day-to-day configuration, user support, and optimization of the CRM platform.
• Collaborate with internal stakeholders to translate requirements into CRM solutions.
• Monitor system performance, troubleshoot issues, and provide user training.

Skills

Expert knowledge of Apex

Strong experience with Lightning Web Components

Hands-on experience with REST/SOAP APIs

Mastery of Salesforce security model

Strong problem-solving capabilities

Excellent communication skills

Job description

We are seeking a proactive and growth-driven CRM Architect to support our VIP and Growth teams by managing the implementation, configuration, and ongoing support of a dedicated CRM platform. The ideal candidate will possess expertise in CRM solutions (e.g., Salesforce), have a strategic mindset for solving business challenges, and act as a thought partner in scaling the VIP program and growth-focused initiatives. This role will play a critical part in delivering a best-in-class experience for our relationship managers, our high-value clients and enabling business growth through the CRM system.

Responsibilities

• Serve as the primary architect for the CRM platform, overseeing day-to-day configuration, user support, and system optimization
• Design and customize CRM objects, fields, workflows, reports, dashboards, and page layouts to address evolving business needs
• Collaborate with internal stakeholders to gather insights and translate requirements into CRM solutions that align with growth and VIP strategies
• Implement improvements to enhance the usability, efficiency, and accuracy of the CRM platform for both the VIP team and broader business functions
• Ensure high data integrity by creating validation rules, implementing data governance processes, and conducting regular audits
• Provide user training and ongoing support to promote the adoption of best practices and maximize the value of the CRM system
• Monitor system performance, troubleshoot issues, and ensure the seamless operation of the CRM platform
• Stay updated on emerging CRM capabilities and updates, recommending innovations that support business growth and VIP offerings
• Support the development of actionable reporting and analytics, enabling the VIP and Growth teams to make data-informed decisions
• Maintain thorough documentation of processes, configurations, and system changes to ensure operational continuity and transparency

Requirements

• Development & Architecture
  • Expert knowledge of Apex (classes, triggers, async jobs: Batch, Queueable, Scheduled)
  • Strong experience with Lightning Web Components (LWC), Aura (maintenance), and modern front-end design patterns
  • Deep understanding of data model design (custom objects, relationships, large datasets, selective queries, indexing)
  • Advanced SOQL/SOSL with governor limit optimization
• Integrations & APIs
  • Hands-on experience with REST/SOAP APIs, External Services, Platform Events, Change Data Capture
  • Designing secure integrations with Named/External Credentials, OAuth flows, JWT, mTLS/IP restrictions
  • Experience with event-driven architectures (AWS EventBridge, Kafka, Pub/Sub) connected to Salesforce
• Security & Compliance
  • Mastery of Salesforce security model (profiles, permission sets, roles, sharing, restriction rules)
  • Knowledge of Salesforce Shield (encryption, event monitoring, field audit trail)
  • Experience with PII handling, GDPR, and financial compliance
  • Familiarity with Okta SSO, SCIM provisioning, session security controls
• Scalability & Performance
  • Proven experience in CRM architecture roles (e.g., Salesforce), supporting both sales and service functions
  • Designing resilient, scalable solutions in multi-million record orgs
  • Experience with transactional integrity, async design, retry logic
  • Skills in performance optimization
• Operations & Governance
  • Knowledge of CI/CD processes (SFDX, Git, scratch orgs)
  • Ability to document architecture decisions, data flows, ERDs, integration contracts
  • Experience with logging, monitoring, and error handling across integrations and jobs
  • In-depth understanding of best practices and platform capabilities in CRM systems
• Soft Skills
  • Strong problem-solving capabilities and the ability to translate complex business requirements into system solutions
  • Excellent communication and collaboration skills to work effectively with cross-functional stakeholders
  • Self-starter with the ability to manage multiple priorities in a fast-paced, dynamic environment

Nice to Have

• Experience in quality assurance and system testing
• Experience supporting high-value client segments such as VIPs, with a focus on B2C sales and account management (e.g., iGaming, fintech, or crypto-related industries)
• Familiarity with integrations of communication platforms such as SMS, WhatsApp, Telegram, etc
• Hands-on experience with Salesforce platforms or certifications such as Salesforce Administrator, Advanced Admin, or App Builder (preferred but not required)