Customer Relationship, Engagement & Loyalty Officer at Furniture Palace Int (K) Ltd

RESPONSIBILITIES:

• Manage the CRM database and customer segmentation.
• Develop customer engagement calendars across WhatsApp, SMS, Email, Social Media and Events.
• Own and enhance the loyalty program including memberships, rewards and benefits.
• Design customer retention and win-back campaigns.
• Map and improve the end-to-end customer journey.
• Monitor customer experience, reviews, complaints, NPS and satisfaction.
• Lead personalized CRM campaigns for key promotions.
• Produce customer analytics dashboards and actionable insights.
• Collaborate with Sales, Marketing, Operations, E-commerce, B2B and IT.
• Represent the voice of the customer across the business.
• Any other job related tasks assigned.

Qualificiations & Experience:-

• Bachelor's degree in Business Administration, Marketing, Public Relations, or a related field
• Minimum of 3 years' experience in Customer Relationship Management, Customer Loyalty & Engagement, Customer experience or a related field.
• Previous experience in the retail sector is highly preferred.
• Proven experience in campaign planning, execution, and project management.
• Advanced proficiency in Microsoft Excel, Power Bl, and CRM systems.

Required competencies:-

• Results-Oriented Customer-Centric
• Commercial Awareness & Data Analytics Relationship Building
• Excellent Communication Campaign & Project Management: