Background

Furniture Palace was set up in 2002 to provide excellent quality contemporary furniture and in 2009 via the internet, with the focus on great design, fantastic quality, and value for money.

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.

Qualifications & 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

• 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.

• CRM database management
• Customer segmentation
• Customer engagement calendar development
• Loyalty program management
• Customer retention campaign design
• Customer win-back campaign design
• Customer journey mapping
• Customer experience monitoring
• NPS and satisfaction monitoring
• Personalized CRM campaigns
• Customer analytics dashboard production
• Actionable insights generation
• Collaboration with Sales, Marketing, Operations, E-commerce, B2B, and IT
• Microsoft Excel proficiency
• Power BI proficiency
• CRM systems proficiency
• Results-Oriented
• Customer-Centric
• Commercial Awareness
• Data Analytics
• Relationship Building
• Excellent Communication
• Campaign Management
• Project Management

• 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.