[Hiring] FBS Lead CRM Architect @Capgemini

Role Description

Farmers Insurance is seeking a strategic and experienced Lead CRM Architect to lead the transformation of our Distribution, Marketing, and Agency technology ecosystem, including CRM, MarTech, Agency Management, Commissions, and Agency Services platforms. This role is pivotal in driving innovation through AI and automation, enabling seamless agent and customer experiences, operational efficiency, and data-driven decision-making.

• Develop and govern the technical architecture roadmap for Distribution, Marketing, and Agency domains.
• Lead architectural design for Salesforce, marketing automation, agency management, and commissions platforms.
• Evaluate emerging technologies, including RPA (Agency services), and intelligent data platforms, to modernize capabilities.
• Create reference architectures and reusable patterns for CRM (Salesforce, Microsoft Dynamics 365, etc), MarTech, and agency systems.
• Architect end-to-end solutions that incorporate automated workflows, data integrity, and secure integrations.
• Define modernization strategies for legacy systems (e.g., WINS), ensuring smooth transitions and data consistency.
• Lead governance sessions to ensure alignment with enterprise standards and strategic vision.
• Design intelligent solutions for lead management, campaign orchestration, agent productivity, and customer engagement.
• Automate agent onboarding, compensation processing, and service workflows using workflow engines.
• Integrate predictive analytics, chatbots, and intelligent routing to enhance agent and customer experiences.
• Build unified data flows across Salesforce, agency systems, and enterprise platforms.

Qualifications

• +9 Years of experience in a similar role
• Experience in sales quoting platform/Policy platform.

Requirements

• Knowledge of contact center technologies and omnichannel routing (nice to have).
• Marketing Automation: Architect platforms for segmentation, targeting, A/B testing, and real-time analytics (nice to have).
• Automation using AI tools (nice to have).

Benefits

• A competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• Dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.