CRM Architect

Hilton Worldwide is one of the largest and fastest growing hospitality companies in the world, with more than 4,600 hotels, resorts and timeshare properties comprising more than 758,000 rooms in 100 countries and territories.

The CRM Architect will be responsible for the architecture and project development for the CRM platform of Hilton Worldwide. The Team Member will also be involved in the architecture, design, and implementation of high-quality CRM applications and platform solutions. The CRM Architect will work closely with the project development teams and project support teams to ensure the right architecture is implemented across multiple work streams. The Team Member will develop standards (data definition, tools, and platforms) related to CRM architecture, marketing solutions, and customer engagement systems.

* Provide leadership in supporting the delivery of project and maintenance initiatives * Lead initiatives through the standard methodology from project approval to deployment * Lead internal and external partners in strategy and project initiation, architecture, requirements analysis, design, project management and systems integration activities * Lead the communication of projects and programs to Team Members and stakeholders * Experience leading projects three to six (3-6) months in duration combined with managing weekly and monthly fast-track release streams * Involvement with managing work in a development organization across projects and multiple release streams * Translate enterprise or business requirements into long-term information and CRM architecture solutions * Help implement technology roadmaps related to CRM and marketing applications * Collaborate with business analysts, developers and project managers on a wide range of CRM technology projects * Work with business users to identify and capture client’s business, data, and functional requirements, and then translate them for use in construction business conceptual and CRM application models * Exposure to or hands on experience with IBM Interact tool is a plus * Ability to communicate clearly and effectively verbally and in writing for the intended purpose and audience is a must * Work with internal customers to analyze business requirements, defining functional specifications, and consult on strategic and operational uses of the CRM platform * Develop high level project work plans, and manage the scope of work for tools and vendors * Conduct functional and technical gap analysis * Develop robust CRM architecture design and extensible functionality * Implement changes in CRM workflows, processes and User Interface based on business requirements that enhance the use of the tool and streamlines company processes * Design integration solutions for backend services and marketing applications * Develop data conversions, lead deduplication and data management strategies * Create a robust plan for implementing enhancements to the CRM system that will streamline processes * Proactively recommend and create reports and/or dashboards that provide business level metrics to management regarding CRM workflows * Excellent interpersonal skills including the ability to work with individuals at all levels in the organization and strong relationship building abilities * Excellent team building and leadership skills

* BA/BS Bachelor’s Degree * A minimum of five (5) years of professional experience * A minimum of five (5) years of experience in a CRM Development role * A minimum of five (5) years of IT product management experience * A minimum of three (3) years ETL experience * A minimum of two (2) years of experience with marketing systems * Experience with multi-channel and digital marketing deployments (email, search, landing pages, SMS, APIs, web personalization and optimization) * Hands on development experience is required on Java/J2EE, Servlets, JSP, AJAX, XML, jQuery, CSS/CSS3, Websphere and other web technologies * Database experience on Oracle / SQL Server **It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:** * MA/MS Master’s Degree * Experience with hospitality systems * Experience with IBM (Unica) Interact * Familiar with dynamic web development, personalization, web analytics, and website optimization is a plus