Laguna Resort & Hotels
About Banyan Group
- Banyan Group is an independent, global hospitality company with a portfolio spanning 90+ hotels and resorts, 140+ spas, and 20+ branded residences across 22 countries and 12 brands.
- Our flagship experiential membership programme, with Banyan, unifies guests across the entire portfolio through milestone- and challenge-based recognition rather than a conventional points scheme.
We are mid-way through a major transformation of our CRM, loyalty, and guest engagement technology — built on Salesforce (Marketing, Data, Loyalty, and Service Cloud) and MuleSoft, integrated with hotel PMS systems, booking engines, and a range of hospitality platforms across 100 properties globally.
Role Overview
- We are building internal architecture and governance capability so that Banyan Group can own and evolve its technology platform independently — not remain dependent on any single vendor or implementation partner.
This role sits inside our Digital & Technology team. You will serve as the internal design authority for our CRM and integration landscape: reviewing and challenging technical decisions, ensuring our architecture remains sound, scalable, and secure, and guiding both internal staff and external delivery partners.
Working with AI as a Force Multiplier
- You are expected to make active, strategic use of AI tools — Claude in most regions, an equivalent in China — as a core part of how work gets done. This is not optional and not peripheral.
In practice, this means:
- Using AI to generate solution design options, integration patterns, and configuration drafts — then applying your domain judgment to validate, challenge, and improve what is produced
- Prompting AI to write DataWeave transformations, Apex code, or MuleSoft flows as a starting point — then reviewing and refining with the expertise to know when the output is wrong
- Accelerating documentation: architecture diagrams, decision records, integration specs, runbooks
- Using AI to research platform capabilities, compare design options, or stress-test a proposed approach against edge cases
You must stay ahead of what AI can and cannot do reliably — and calibrating how much to trust its output in each context. You need not be the deepest Salesforce or MuleSoft expert in every room, but you must be technically strong enough to validate what AI and external partners produce, and intervene decisively when something is wrong.
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- Architecture & Technical Design Authority:
- Own the architectural vision for Banyan Group's CRM and integration landscape — current state (Salesforce + MuleSoft) and future state
- Lead technical design sessions with internal teams and external delivery partners; produce and maintain architecture diagrams, data flow documentation, and decision records
Act as the design authority and gatekeeper: review and approve or challenge solution blueprints from external vendors before implementation proceeds. Define scalable data models, integration patterns, and API contracts aligned to enterprise standards and long-term platform flexibility.Integration & Data Architecture:
- Govern the integration landscape between Salesforce and hotel PMS systems (Opera Cloud, Opera On-Premise, Opera 5), booking engines, spa and F&B platforms, and third-party vendors
- Ensure integration patterns remain consistent, auditable, and maintainable — with MuleSoft as the current hub but without assuming it is permanent
Define identity resolution, data quality, and deduplication standards across the guest profile ecosystem. Oversee data flow design for real-time and batch processing, ensuring consistency between CRM, Data Cloud, and downstream marketing and operations systems.Vendor Oversight & Delivery Governance:
- Independently review and challenge technical deliverables from external implementation partners — capable of identifying gaps without depending on the partner to self-report
Establish and maintain internal runbooks for hotel onboarding, PMS integration, and platform configuration — progressively reducing Banyan's dependency on external vendors. Define test case standards and UAT expectations; ensure testing covers not just functional requirements but integration reliability, data integrity, and security controls.Security, Compliance & Governance:
- Collaborate with the Corporate IT and Cybersecurity team to ensure the platform meets security standards, including VAPT remediation, access controls, and data residency requirements
Ensure compliance with GDPR, PDPA, PIPL (for China operations), and internal data governance policies. Define and enforce least-privilege access models across Salesforce roles and MuleSoft credentials.Platform Operations:
- Provide hands-on support for complex platform issues where architecture judgment is needed — not routine administration
- Support environment management, release planning, and deployment governance in collaboration with the external delivery partner
Oversee data quality monitoring and coordinate remediation when integration failures or data integrity issues affect live operations.Hands-On Platform
