Engineering Director – CRM Platforms

The Engineering Director – CRM Platforms is accountable for engineering leadership and delivery of CLM's CRM and Client Engagement platforms within PBWM. The role focuses on building and evolving client relationship management, marketing and engagement capabilities that support client acquisition, onboarding, servicing and relationship growth.

The role requires strong engineering expertise across Java-based platforms, APIs and integrations, combined with a solid understanding of CRM ecosystems, Salesforce and marketing technology platforms. Operating in a Engineering leadership model, the role provides deep technical leadership while leading teams, shaping platform strategy, and partnering closely with Product, Operations, Architecture, Marketing and Risk stakeholders.

Key Accountabilities

Lead and develop high-performing engineering teams, fostering a culture of engineering excellence, innovation and accountability. Own and execute the engineering roadmap for CRM and Client Engagement platforms, aligning CRM, marketing and customer data capabilities with PBWM CLM strategy. Drive the design and delivery of scalable Java-based services, APIs and integration frameworks that connect CRM, marketing and enterprise platforms. Maintain significant engagement through architecture design, technical governance, engineering reviews and resolution of complex delivery challenges. Collaborate closely with Product Owners, Marketing teams, Business SMEs, Architects and Operations teams to deliver secure, scalable and client-centric solutions.

Essential Skills

Strong engineering leadership experience delivering enterprise platforms in large-scale, regulated environments. Deep hands-on experience with Java, Spring Boot, APIs, microservices and integration engineering. Good understanding of CRM platforms and customer lifecycle processes, including Salesforce or equivalent CRM solutions. Experience working with marketing technology platforms such as Salesforce Marketing Cloud, Adobe Campaign, Adobe Experience Platform, Marketo, HubSpot or equivalent solutions. Ability to balance hands-on technical leadership with people management, stakeholder engagement and delivery accountability.

Preferred Experience

High-level understanding of PBWM and CLM domains, including onboarding, KYC/CDD, client servicing and client engagement journeys. Experience with Salesforce CRM, Financial Services Cloud and customer data platforms. Strong understanding of customer data management, CRM integrations and marketing automation. Experience driving platform modernisation, cloud adoption and operational resilience initiatives. Knowledge of AI-enabled CRM, personalization and digital client engagement capabilities.

Purpose of the role

To  lead and manage engineering teams, providing technical guidance, mentorship, and support to ensure the delivery of high-quality software solutions, driving technical excellence, fostering a culture of innovation, and collaborating with cross-functional teams to align technical decisions with business objectives. 

Accountabilities

• Lead engineering teams effectively, fostering a collaborative and high-performance culture to achieve project goals and meet organizational objectives.
• Oversee timelines, team allocation, risk management and task prioritization to ensure the successful delivery of solutions within scope, time, and budget.
• Mentor and support team members' professional growth, conduct performance reviews, provide actionable feedback, and identify opportunities for improvement.
• Evaluation and enhancement of engineering processes, tools, and methodologies to increase efficiency, streamline workflows, and optimize team productivity.
• Collaboration with business partners, product managers, designers, and other stakeholders to translate business requirements into technical solutions and ensure a cohesive approach to product development.
• Enforcement of technology standards, facilitate peer reviews, and implement robust testing practices to ensure the delivery of high-quality solutions.

Director Expectations

• To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
• They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
• Escalates breaches of policies / procedure appropriately.
• Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
• Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
• Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
• Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
• Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
• Negotiate with and influence stakeholders at a senior level both internally and externally.
• Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
• Mandated as a spokesperson for the function and business division.

All Senior Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.