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

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

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

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

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

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