Job Summary:
The CRM Technical Lead will oversee the technical design, architecture, integrations, and ongoing optimization of the company’s CRM ecosystem. This role combines hands-on engineering, technical leadership, and cross-functional partnership to support retail operations, digital experiences, and customer lifecycle workflows. The position plays a key role in ensuring the CRM platform effectively supports both in-store and online customer engagement.
Key Responsibilities:
• Own CRM architecture, configuration, integrations, customization, and system performance
• Provide technical direction to offshore development teams and conduct code and architecture reviews
• Serve as the technical subject matter expert for CRM across retail, e-commerce, customer data, and store systems
• Oversee design, implementation, and long-term maintenance of the CRM platform
• Ensure CRM configuration supports retail processes, customer lifecycle, and omnichannel workflows
• Drive enhancements to improve CRM stability, performance, and usability
• Collaborate with Sales, Marketing, Retail Operations, E-commerce, Customer Service, and Store Operations teams
• Translate business requirements into technical specifications and implementation plans
• Evaluate feedback from digital and store touchpoints and recommend technical solutions
• Develop custom CRM features including workflows, dashboards, reports, and automations
• Maintain integration documentation and enforce data quality and governance standards
• Manage CRM projects including scoping, scheduling, resource alignment, and delivery
• Provide clear communication on timelines, risks, and tradeoffs to stakeholders
Required Qualifications:
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field
• Five or more years of CRM engineering or development experience
• Two or more years of experience in a technical lead or CRM ownership role
• Strong hands-on CRM experience with major platforms such as Salesforce, Zoho, HubSpot, or other enterprise CRM systems
• Experience with system integrations using APIs, web services, and third-party tools
• Programming experience using languages such as Java or Python
• Experience with marketing automation tools and customer service systems
• Experience working within Agile or Scrum environments
• Experience supporting retail or e-commerce operations with in-store and online customer touchpoints
• Ability to lead offshore engineering teams and influence without direct authority
• Strong problem-solving capabilities and ability to deliver solutions in fast-paced environments
• Excellent communication skills and ability to translate business needs into technical execution
Preferred Qualifications:
• Experience with point-of-sale integrations and omnichannel retail systems
• Experience with chatbots, artificial intelligence, or automated customer engagement tools
• Experience scaling CRM systems for multi-site retail environments
Benefits:
This is a direct hire opportunity. The selected candidate will be employed directly by our client. All compensation and benefits, including but not limited to medical insurance, retirement plans, paid time off, and other perks, will be provided by the client in accordance with their internal policies and subject to applicable laws and eligibility requirements.
Pay Range: $180,000 – $200,000 per year (depending on experience)
