Solutions Architect (CRM & Customer)

Department: INFORMATION TECHNOLOGY

City: London

Location: GB

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

As a Solution Architect at Burberry, you will design and lead the adoption of digital technologies that bridge the gap between luxury retail trends and customer experience. Working within a global architecture community, you’ll focus on evolving the brand’s CRM and marketing capabilities, specifically within the Salesforce ecosystem, to drive engagement across all channels. This is a high-impact, agile role requiring close collaboration with senior leadership and delivery teams to build scalable, product-centric solutions that adapt to the changing demands of the digital landscape.

RESPONSIBILITIES

Developing an evolving Solution Architecture for the Commercial Technology Tower Initiatives within Burberry.
Engaging and influencing key stakeholders to ensure Solution addresses both Functional and Non-Functional needs of the business
Lead the design and integration of CRM solutions, with a strong preference for Salesforce platform expertise, ensuring seamless customer journeys across all channels.
Design technical solutions that may span multiple work streams, whilst identifying downstream application dependencies. This role not only owns the solution through to delivery but is also responsible for understanding the wider Burberry application estate.
Oversee the technical acceptance of agile user stories and ensure the integrity of any proposed solutions across workstreams and associated application architects.
Identify and exploit the re-use of any components, patterns, techniques and document these for re-use by other projects.
Establish and direct proof of concepts in innovation and make recommendations on technology adoption.
Work with the Security and Information Risk functions to ensure any solution meet the needs of our security standards and principles.

PERSONAL PROFILE

Pragmatic Problem Solving: Proven ability to translate complex technical challenges into functional, scalable solutions.
Stakeholder Management: Experienced in navigating communication between senior leadership, product owners, and technical delivery teams.
Strategic Risk Mitigation: Proactive in identifying delivery risks and ensuring solutions remain secure, stable, and aligned with long-term business goals.
Salesforce Architecture: Deep expertise in architecting Salesforce solutions, specifically within high-end retail or consumer-facing sectors.
Agile Delivery: Skilled at leading change within multi-vendor environments using agile frameworks to meet evolving retail demands.
Digital & Marketing Tech: Strong background in architectural patterns for digital consumer tech, including personalization, CMS, and DAM.
Global Omni-channel Strategy: Adept at designing seamless customer journeys that bridge the gap between digital platforms and physical retail stores.
Technical Mentorship: Experienced in providing architectural leadership and guidance to peer groups and junior team members.

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.