FPI(
Furniture Palace Int (K) Ltd
Customer Relationship, Engagement & Loyalty Officer at Furniture Palace Int (K) Ltd
KenyaFull TimeMid-Senior Level
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Furniture Palace Int (K) Ltd
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**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: