Our CX Strategy & Digital Transformation team is building next-generation commercial, medical, and customer engagement capabilities powered by Salesforce, AI, Data Cloud, and advanced analytics. We are seeking a strategic and highly experienced architect who can design the future-state CRM and customer data ecosystem supporting scalable growth across Commercial, Medical Affairs, Market Access, Patient Services, and omnichannel engagement.

The Senior Manager, CRM Solution & Data Architect will define and govern the enterprise CRM, customer data, integration, and engagement architecture. This role will serve as the primary architecture leader across Salesforce, Data Cloud, customer master data, analytics, AI-enabled capabilities, and connected enterprise platforms.

The ideal candidate will combine deep Salesforce architecture expertise with strong data architecture, master data management, integration design, and pharmaceutical commercial process knowledge. The role will partner with business leaders, product owners, engineering teams, data teams, security, and external partners to deliver scalable, compliant, and business-aligned solutions.

WORK SCHEDULE: This position requires full coverage of US Eastern Time business hours (8:00 AM – 5:00 PM ET) and is not a standard India daytime work schedule

Principal Responsibilities:

CRM & Enterprise Solution Architecture

• Define and own the end-to-end CRM architecture strategy supporting Commercial, Medical Affairs, Market Access, Patient Services, and omnichannel engagement.
• Establish future-state architecture roadmaps across Salesforce Sales Cloud, Life Sciences Cloud, Data Cloud, Service Cloud, Experience Cloud, CRM Analytics, Marketing Cloud, and emerging AI capabilities.
• Translate business strategy and product roadmaps into scalable solution architectures, technical designs, and implementation guardrails.
• Develop and govern architecture standards, reusable design patterns, platform principles, and technology blueprints across the CRM ecosystem.
• Evaluate new technologies and vendor capabilities against enterprise architecture, security, data, and business priorities.

Data Architecture & Customer 360 Strategy

• Lead customer data architecture across HCP, HCO, KOL, patient, account, territory, consent, affiliation, and engagement data domains.
• Define Customer 360 architecture leveraging Salesforce Data Cloud, enterprise customer master platforms, and third-party data sources.
• Design scalable canonical and platform data models supporting engagement, commercial effectiveness, reporting, analytics, and AI.
• Establish data governance, stewardship, metadata, lineage, quality, survivorship, matching, and identity-resolution standards.
• Drive master data management alignment across CRM, ERP, enterprise data platforms, IQVIA, and commercial applications.

Integration & Platform Architecture

• Architect integrations between Salesforce and Snowflake, IQVIA, customer master, ERP, data warehouse, marketing automation, patient services, sales enablement, and analytics platforms.
• Define API-led, middleware, batch, event-driven, and real-time integration patterns based on business and technical requirements.
• Ensure integration architecture meets scalability, resiliency, performance, monitoring, supportability, and security expectations.
• Guide delivery teams on platform interoperability, interface contracts, error handling, observability, and enterprise integration standards.

AI, Analytics & Data Cloud Enablement

• Partner with business and technology leaders to define AI-enabled CRM, field productivity, customer engagement, and decision-support use cases.
• Lead architecture for Salesforce Data Cloud, Agentforce, Einstein capabilities, predictive analytics, and customer intelligence initiatives.
• Ensure customer and engagement data is structured and governed to support segmentation, personalization, next best action, and advanced analytics.
• Collaborate with analytics and data engineering teams to establish trusted, reusable datasets and reporting architecture.

Governance, Compliance & Security

• Define architecture governance covering design reviews, standards compliance, technology decisions, nonfunctional requirements, and release readiness.
• Ensure CRM and data solutions align with applicable pharmaceutical, privacy, security, and records-management requirements, including HIPAA, GDPR, Sunshine Act, and FDA expectations.
• Establish security architecture standards for role-based access, classification, privacy, encryption, auditability, retention, and risk management.
• Lead architecture assessments for internal and vendor-delivered solutions, documenting decisions, risks, dependencies, and remediation actions.

Leadership & Stakeholder Engagement

• Serve as a trusted architecture advisor to Commercial, Medical Affairs, Market Access, Digital, Data & Analytics, Security, and IT leadership.
• Lead discovery sessions, architecture workshops, solution reviews, roadmap planning, and executive-level design discussions.
• Mentor solution architects, developers, data engineers, administrators, and technical leads while raising architecture maturity.
• Provide thought leadership on CRM modernization, customer data strategy, AI adoption, and pharmaceutical engagement technologies.
• Oversee consulting partners and ensure internal team members participate throughout the design journey to build sustainable knowledge and ownership.

Preferred Skills and Experience:

• 12+ years of progressive experience in CRM, enterprise architecture, data architecture, or solution architecture, including leadership at a senior manager or equivalent level.
• 10+ years of Salesforce platform architecture experience with ownership of complex, enterprise-scale solutions.
• Deep expertise in Salesforce Sales Cloud, Life Sciences Cloud, Veeva, Data Cloud, Service Cloud, Experience Cloud, CRM Analytics, and related capabilities.
• Strong knowledge of customer master data management, Customer 360, identity resolution, data governance, metadata management, and data quality.
• Experience architecting enterprise integrations using APIs, middleware, event-driven architecture, batch processing, and cloud-native patterns.
• Proven experience leading large-scale CRM transformation, platform modernization, data migration, and operating-model initiatives.
• Strong understanding of pharmaceutical processes including HCP/HCO engagement, Medical Affairs, patient services, KOL management, territory management, consent, compliance, and omnichannel engagement.
• Experience with healthcare and commercial data ecosystems, including IQVIA and customer reference data.
• Knowledge of Snowflake, Azure data services, enterprise data warehouses, analytics platforms, and modern data architecture patterns.
• Experience with Salesforce AI, Agentforce, Einstein, and AI-enabled customer engagement capabilities required
• Excellent executive communication, stakeholder management, facilitation, decision-making, and vendor leadership skills.
• Experience leading globally distributed teams and external consulting partners.

Required Certifications:

• Salesforce Certified Application Architect
• Salesforce Certified System Architect
• Salesforce Certified Data Architect
• Salesforce Certified Integration Architect
• Salesforce Certified Sharing and Visibility Architect
• Salesforce Certified Identity and Access Management Architect
• Salesforce Certified Data Cloud Consultant
• Salesforce Certified AI Specialist
• Salesforce Certified Sales Cloud Consultant
• TOGAF certification preferred
• Certified Data Management Professional (CDMP) preferred

Education:

• Bachelor's degree in Computer Science, Information Systems, Engineering, Data Management, or a related discipline. Advanced degree preferred.