Senior CRM & Loyalty Engineer at Dentsu

Job description

Job Description: We Dream. We Do. We Deliver. At Merkle, a dentsu company, we power the experience economy. Whether we’re building the next great app, running CRM at scale for global brands, delivering technology architectures that support millions of users, or providing world-class data, identity, and insights solutions, it’s all in the name of crafting experiences that set brands apart from the competition. Backed by dentsu's legacy of innovation and creativity originating in Japan, we’ve spent over 35 years helping brands build loyalty, drive growth, and connect meaningfully with their audiences. We’ve been named a global “Leader” by top industry analyst firms in categories as wide-ranging as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. Key responsibilities and accountabilities Responsible for leading the design, customization, and optimization of the CRM platform, ensuring robust integration, advanced data analytics, and scalable solutions that align with the domain’s strategic objectives and drive customer relationship excellence while identifying new opportunities within the customer. You will have to: Lead the design and development of complex digital solutions in the CRM Domain Lead the development of complex software solutions. Provide technical guidance and mentorship to junior engineers. Ensure architectural integrity and consistency across the software development lifecycle. Develop and maintain software architecture documentation. Participate in project planning and estimation activities. Drive continuous improvement initiatives within the development team. Act as a subject matter expert (SME) for pitches and client work. Contribute to the vision and strategy of the team Skills for the role: CRM Platforms Excellent knowledge of CRM systems e.g. Salesforce, HubSpot, Microsoft Dynamics (Backend and Frontend). Be able to implement efficient, scalable, and maintainable CRM solutions. Excellent problem-solving skills with the ability to troubleshoot and resolve complex issues. Experience in leading and managing project development in Agile or Scrum environments. Experience with CI/CD and version control tools (e.g., GitHub, GitLab, Bitbucket, Jenkins, etc.). Ability to work independently and as part of a team, managing multiple priorities and deadlines and guide junior members. Databases Ability to query databases for customer data extraction and reporting. Scripting & Automation Strong programming skills in APEX, C#, .net, others. API Integration Strong understanding of REST/SOAP APIs for integrating CRM with other systems Data Analysis & Reporting Strong experience with Excel, Power BI, Tableau or others to analyze customer data and generate insights. Customer Data Management Strong understanding of data segmentation, customer lifecycle, and personalization. Troubleshooting & Debugging Ability to diagnose CRM-related technical issues and provide solutions. Experience by Cloud (any experience in these clouds is a plus) Loyalty Management Loyalty program modeling (tiers, points/earn, burn rules), wallets, vouchers, promotions, partner/merchant integrations. Real-time events for accrual/redemption, fraud controls, and member lifecycle orchestration. Consumer Goods Cloud (CGC) Retail execution: visit planning, surveys/audits, image recognition (if applicable), in-store merchandising, order capture. Trade promotions & pricing workflows, route optimization, distributor/retailer hierarchies, and offline mobile patterns. Financial Services Cloud (FSC) Householding, relationships, KYC/AML processes, advisor workspaces, referrals, and compliance workflows. Person Accounts vs. Individual model choices; integration to core banking/insurance systems. Field Service Work Orders, service appointments, skills/capabilities, inventory/parts, Scheduling Optimizer, dispatcher console. Mobile flows, offline be