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