Senior CRM & Loyalty Engineer at Dentsu · Belgrade

Senior CRM & Loyalty Engineer Location: Belgrade Job Description: Dentsu is a global marketing and advertising agency network founded in Tokyo, in 1901, and now operates in over 145 countries. It specializes in creating meaningful media experiences across major global platforms, original content production and influencer programs. With our unique combination of Media, Customer Experience Management, and Creative, we push the boundaries of business transformation and sustainable growth for brands, people and society. 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 behavior, safety/compliance checklists, SLAs/entitlements. CPQ / Revenue Cloud Product rules, price rules, constraint rules, pricing methods, quote templates, approvals, and quote-to-order integrations. Data model alignment with Billing, tax, proration, renewals, amendments, and complex bundling. Data Cloud (CDP) Ingestion pipelines, identity resolution, data streams, calculated insights, segments, and activation to Marketing Cloud/ads. Real-time personalization, governance, data contracts, and deduplication strategies. Salesforce Certifications (Preferred) Application Architect Platform Developer I App Builder Sharing and Visibility Architect Data Architect Platform Development Lifecycle and Deployment Architect Platform Developer II JavaScript Developer Data Cloud Consultant (CDP) Certified CPQ Administrator / Developer Field Service Consultant Financial Services Cloud Accredited Professional Consumer Goods Cloud Accredited Professional Team player with organizational skills and dedicated to transparency. Why choose dentsu? Global Reach with Local Expertise: Join a network that spans 145 countries, with over 70,000 talented employees. Collaborate with bright minds worldwide and gain insights from diverse industries and markets. Innovation at Our Core: For over 120 years, we have been pushing boundaries to connect brands with their audiences through cutting-edge technology, creativity, and transformative solutions. Commitment to Impact: We focus on driving meaningful outcomes for our clients and their communities, whether through increasing revenue, influencing behavior change, or fostering positive organizational culture. Collaborative Network: Work alongside six global brands all united in delivering highly integrated and scaled transformation solutions. What’s in It for You? Global Perspective: As part of a dentsu company, collaborate with over 70,000 talented colleagues across 145 countries to drive innovation on a global scale. Flexibility & Balance: Enjoy hybrid work models, adaptable hours, and home office options. Inclusive & Supportive Culture: We celebrate diversity and foster a respectful workplace where every team member’s unique perspective is valued, and everyone is welcome. Well-balanced reward package: We offer competitive salaries, volunteer days, wellness days, modern offices, and a multi-cultural environment that fosters creativity and innovation. Innovation-Driven Work: Contribute to projects that are reshaping industries and driving transformation with next-generation technologies and strategies. Purpose-Driven Culture: Be part of an organization that fosters sustainable growth for brands, people, and society—where every contribution makes a meaningful impact. Growth Opportunities: Expand your skills through training, mentorship, and data-driven projects that reshape customer experience and business outcomes. Explore opportunities in the whole dentsu network to expand your reach. *many more attractive benefits are waiting for you, for more details regarding additional benefits, please ask your recruiter Ready to join the team? Shape your unique career and reach your full potential. Apply now and join us in transforming the future together. #LI-DENTSU Location: Belgrade Brand: Merkle Time Type: Full time Contract Type: Permanent Additional Locations: Brno, Leiria, Vila Real, Lisbon, Prague, Guarda