General Manager Referrals and Loyalty

Position: General Manager Referrals & Loyalty

Location: Pune

Role Purpose

Lead Customer Experience, Referrals, and Loyalty initiatives across Pune, Mumbai, and Bangalore. Drive referral-led sales, repeat purchases, customer advocacy, and loyalty programs while ensuring exceptional customer experience and effective CRM/Salesforce governance.

Key Responsibilities

1. Guest Experience & Sales Gallery Management

• Ensure a premium and seamless visitor experience across all sales galleries.
• Oversee reception, hospitality, and relationship management teams.
• Manage visitor flow, lead allocation, service standards, and customer interactions.
• Drive service excellence, customer satisfaction, and conversion-oriented gallery experiences.

2. CRM & Salesforce Data Governance

• Ensure accurate and timely capture of leads, visitors, and customer interactions in Salesforce.
• Maintain data quality, reporting accuracy, and lead governance.
• Track customer journeys, lead sources, conversions, and referral performance.
• Generate insights and dashboards to support business decisions and customer engagement strategies.

3. Loyalty & Customer Advocacy

• Develop and execute referral, loyalty, and customer advocacy programs.
• Drive referral-led sales, repeat purchases, upgrades, and customer retention.
• Manage customer feedback mechanisms, NPS, and engagement initiatives.
• Build a strong community of brand advocates and promoter customers.
• Partner with Sales, Marketing, and CRM teams to improve customer experience and business outcomes.

Key KPIs

• Customer Satisfaction, NPS & CSAT
• Referral Leads, Bookings & Revenue Contribution
• Visitor-to-Lead and Lead-to-Booking Conversion
• Repeat & Upgrade Sales
• Loyalty Program Engagement
• Customer Advocacy & Retention
• Salesforce Data Accuracy & Compliance
• Customer Complaint Resolution & Service Excellence Metrics

Candidate Profile

• 12-18+ years of experience in Customer Experience, CRM, Loyalty, Referrals, Customer Success, or Relationship Management.
• Real estate experience preferred; candidates from premium customer-facing industries may also be considered.
• Proven experience in building referral, loyalty, and customer advocacy programs.
• Strong understanding of CRM platforms; Salesforce experience preferred.
• Commercial mindset with the ability to translate customer experience into business growth.
• Strong stakeholder management, leadership, analytical, and communication skills.
• Experience managing multi-location teams and cross-functional initiatives.