Job Description

About Us:

The company was founded in 2016 with a vision to become the best total global vaping leader, generating sustainable economic, social, and environmental value by managing innovative, winning business models with the best people in the world. Our founding and leading brand is IVG also known as I Vape Great, which is one of the largest and globally known brand in the vaping the world, The brand serves over 100 countries across 6 continents and have earned many awards from around the world including Best UK Brand in the UK to Best International Brand in Canada.

We've achieved so much and we have no intention of slowing down.

We think big, pushing the limits of what's possible We challenge ourselves every time. We use our passion, expertise and creativity. We take pride in helping millions of smokers quit smoking.
We are seeking an experienced CRM Architect to design, implement, and optimise enterprise-level customer relationship management solutions.
The ideal candidate will have extensive experience in CRM architecture, data integration, and middleware-based communication systems across complex enterprise environments.
This role combines strategic planning with hands-on design and implementation, ensuring CRM platforms are scalable, secure, and fully aligned with business objectives and digital transformation initiatives.

Reporting to

:

Head of Technology

Main duties:

Define and deliver the overall CRM architecture strategy that supports customer acquisition, engagement, retention, and loyalty. Design scalable, modular, and secure CRM solutions aligned with enterprise integration frameworks. Create and maintain architectural blueprints, data models, and solution documentation. Architect integration solutions using APIs, middleware, and event-driven frameworks to connect CRM with other enterprise applications. Design middleware communication frameworks for CRM to interact with omnichannel applications (email, WhatsApp, chat, SMS, telephony). Oversee data migration, transformation, and synchronisation between CRM and connected systems. Lead end-to-end CRM implementation projects, from requirement gathering to deployment and optimisation. Establish governance frameworks, development standards, and best practices for CRM and integration. Partner with business leaders, IT, and data teams to ensure CRM architecture supports strategic goals. Mentor CRM developers and analysts while promoting technical excellence and best practices.

About you

Bachelor's or Master's degree in Computer Science, Information Systems, or Engineering. 8+ years of progressive experience in CRM design and delivery, including 5+ years in an architect or technical lead role. Proven success implementing CRM platforms (Salesforce, Microsoft Dynamics 365, Zoho CRM, or similar) in enterprise environments. Expert-level knowledge in integration architecture, API management, and middleware communication. Experience managing data migration, synchronisation, and system interoperability in hybrid (cloud/on-premises) environments. Strong hands-on experience with Apex development, custom scripting, and low-/no-code CRM development platforms (e.g., Power Platform, Flow, Lightning, or equivalent). Exposure to omnichannel communication integrations (WhatsApp, email, chatbots, telephony APIs).

Technical Competencies:

Strong knowledge of CRM data structures, workflows, and automation. Proficiency in API design, event-driven and service-oriented architectures (SOA). Experience with enterprise integration tools (API Gateways, ESB, ETL). Familiarity with DevOps, CI/CD pipelines, and version control systems. Understanding of cloud architectures (AWS, Azure, GCP) and data privacy frameworks (GDPR, UK DPA). Experience with BI tools such as Power BI, Tableau, or CRM Analytics.

Soft Skills

Strong communication and stakeholder management skills. Strategic and analytical mindset with a focus on business outcomes. Ability to translate complex business challenges into scalable solutions. Excellent leadership, mentoring, and problem-solving abilities. Proactive and customer-centric approach to continuous improvement.

Performance Indicators (KPIs)

Successful CRM system implementation aligned with defined business requirements and objectives. CRM system performance, uptime, and scalability. Integration success rate and data reliability. User adoption and satisfaction levels. Improvement in customer engagement and retention metrics. Delivery of CRM initiatives within agreed scope and timeline.

Preferred Certifications:

ITIL Certification (Service Management). Scrum Master or Agile Certification (Scrum Alliance / PMI-ACP). Project Management Professional (PMP) Certification. CRM platform-specific Solution Architect certification. Integration or middleware certifications (MuleSoft, OIC, Boomi, Azure Integration). Cloud or analytics certifications (AWS/Azure Architect/Oracle, Power BI, Tableau).
Job Types: Full-time, Permanent

Benefits:

Casual dress Company events Company pension Employee discount
Ability to commute/relocate:

Preston PR1: reliably commute or plan to relocate before starting work (required)
Application question(s):

What is your expected salary?
Work authorisation:

United Kingdom (required)
Work Location: In person