Customer Relationship Engagement & Loyalty Officer managing customer relationships and loyalty programmes, requiring a Degree in Marketing or a related field with experience in customer relationship management, in a retail environment, on-site role.
Key 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:
How to Apply
Send your updated CV to the
email: careers@furniturepalace.co.ke
