Key Responsibilities
– Own and administer the Salesforce CRM platform; ensure customer data integrity across all stores
– Design and run customer lifecycle programs: welcome journeys, birthday/anniversary campaigns, loyalty and win-back programs
– Segment the customer database (HNI, repeat buyers, occasion-based buyers) for targeted marketing
– Track customer lifetime value, repeat purchase rate and retention metrics; report to leadership
– Coordinate with showroom teams to drive CRM adoption and accurate data capture at point of sale
– Manage the loyalty/rewards and referral programs, including personalized offers
– Liaise with IT/Salesforce implementation partners on system upgrades and integrations (POS, e-commerce, WhatsApp Business API)
– Train showroom staff on CRM tools and customer-data best practices
Required Skills & Competencies
– Salesforce (Sales Cloud / Service Cloud / Marketing Cloud) – mandatory
– SQL / data analysis
– Campaign management platforms
– Project management & stakeholder training
