General manager referrals & loyalty

Client : A Leading Real Estate Company

Job 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.