Customer Relationship, Engagement & Loyalty Officer

Furniture Palace, established in 2002, offers excellent quality contemporary furniture with a focus on great design, fantastic quality, and value for money. They provide an unrivalled collection of modern furniture including sofas, dining sets, and beds.

The Customer Relationship, Engagement & Loyalty Officer at Furniture Palace will be instrumental in fostering strong customer connections and driving loyalty initiatives. This position requires a proactive approach to managing customer data, developing strategic engagement calendars across multiple platforms like WhatsApp, SMS, Email, and social media, and overseeing the company's loyalty program, including memberships, rewards, and benefits. The officer will also design and implement customer retention and win-back campaigns, continuously map and improve the customer journey, and monitor key metrics such as customer experience, reviews, complaints, and Net Promoter Score (NPS). A key aspect of the role involves leading personalized CRM campaigns for promotions, generating actionable customer analytics, and collaborating extensively with various internal departments including Sales, Marketing, Operations, E-commerce, B2B, and IT to ensure the customer's voice is represented throughout the business.

1. Manage the CRM database and segment customers effectively.
2. Develop and execute customer engagement calendars across WhatsApp, SMS, Email, social media, and events.
3. Oversee and enhance the customer loyalty program, including memberships, rewards, and benefits.
4. Design and implement campaigns for customer retention and win-back strategies.
5. Map and continuously improve the end-to-end customer journey.
6. Monitor customer experience metrics, reviews, complaints, NPS, and overall satisfaction.
7. Lead personalized CRM campaigns for key promotional activities.
8. Produce customer analytics dashboards and provide actionable insights.
9. Collaborate with Sales, Marketing, Operations, E-commerce, B2B, and IT departments.
10. Act as the voice of the customer across the entire business.

1. Bachelor's degree in Business Administration, Marketing, Public Relations, or a related field.
2. Minimum of 3 years of experience in Customer Relationship Management, Customer Loyalty & Engagement, or Customer Experience.
3. Previous experience within the retail sector is highly preferred.
4. Proven experience in planning, executing, and managing campaigns and projects.
5. Advanced proficiency in Microsoft Excel, Power BI, and CRM systems.
6. Demonstrated results-oriented and customer-centric approach.
7. Strong commercial awareness and data analytics skills.
8. Excellent relationship-building abilities.
9. Exceptional communication skills.
10. Proficiency in campaign and project management.