Implementation and Integration Specialist

This dedicated role translates GABC's customer experience and CRM ambitions into practical technology, system and process requirements. It defines how customer, membership, consent and transaction data should connect across CRM, ecommerce, loyalty, POS, app and other relevant platforms, and supports implementation through to operational handover. The role is technology-agnostic and works within IT-owned architecture, security, data governance and release standards.

Responsibilities

·       Translate customer and CRM needs. Turn customer journeys, member capture, consent, loyalty and activation needs into prioritised functional and technical requirements, process flows, an implementation backlog and testable acceptance criteria. Focus on business outcomes rather than any one platform or tool.

·       Design CRM system and process flows. Map how customer, membership, consent and transaction data should move across CRM, ecommerce, loyalty, POS, app and other relevant internal or external systems. Define system touchpoints, handoffs, business rules, data ownership and dependencies with IT and business owners.

·       Define martech integration requirements. Specify how CRM and martech platforms should connect with GABC's internal systems, including data flows, APIs, identifiers, triggers, events and reconciliation processes. Work with IT and vendors to ensure integrations fit the existing architecture and can be operated reliably after implementation.

·       Embed CRM requirements in major system changes. Represent CRM and customer requirements in relevant system implementations, migrations, upgrades and major enhancements. Assess impacts on member identification, data capture, consent, transaction linkage, loyalty and downstream activation, and ensure requirements are incorporated into solution design and testing before rollout.

·       Connect identity, transactions and measurement. Define customer IDs, matching and deduplication, transaction linkage and relevant event and measurement requirements across customer touchpoints. Use platforms such as GA4, GTM, Firebase, Shopify or equivalents where relevant, without making any one tool the scope of the role.

·       Govern rollout and operational readiness. Lead end-to-end testing, monitor data and integration failures, coordinate release dependencies, document interfaces and support procedures, and train process owners. Work within IT architecture, security, privacy, data governance and release standards and escalate technical risks.

Required Experience

• At least 3 years' experience in CRM technology, martech implementation, systems integration, customer data platforms, digital technology, or a related field.
• Proven experience translating business and customer requirements into technical solutions and integration specifications.
• Experience working with CRM, loyalty, ecommerce, POS, mobile app, or customer data ecosystems.
• Strong understanding of APIs, customer data structures, event tracking, system integrations, identity management, and reconciliation processes.
• Experience supporting technology implementations, upgrades, migrations, or digital transformation projects.
• Knowledge of testing methodologies, release management, and operational handover processes.

Technical Knowledge

• Understanding of customer data architecture, data flows, customer identifiers, matching and deduplication techniques.
• Ability to document integrations, process flows, business rules, and technical requirements.
• SQL or data interrogation skills are an advantage.
• Familiarity with platforms such as GA4, GTM, Firebase, Shopify, or equivalent technologies is beneficial.

Skills and Attributes

• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication abilities.
• Ability to work collaboratively with business users, IT teams, and external partners.
• Strong attention to detail and focus on operational excellence.
• Comfortable managing multiple priorities in a fast-paced environment.

Nice to Have

• Experience within retail, ecommerce, loyalty, fashion, or multi-brand environments.
• Exposure to customer data platforms (CDPs), CRM transformation programmes, or customer experience initiatives.
• Understanding of privacy, cybersecurity, and data governance requirements.