Key Responsibilities

1. Referral Journey & Customer Experience

Design, optimize, and continuously improve the end-to-end referral journey for both referrers and referred customers.

Map key customer touchpoints and identify opportunities to improve conversion, engagement, and overall experience.

Ensure the referral process is simple, seamless, transparent, and customer-friendly across all channels.

Identify friction points, drop-offs, and process gaps across the referral funnel and implement corrective actions.

Develop customer communication journeys across relevant touchpoints, including referral invitations, reminders, status updates, reward communication, and post-referral engagement.

Monitor customer feedback and insights to continuously improve the referral experience.

2. Referral Program Strategy & Growth

Own the strategy and growth agenda for the referral channel, with a focus on increasing referral participation, referral volumes, conversion, and customer lifetime value.

Identify new opportunities to expand the referral ecosystem and strengthen customer-led acquisition.





Design and test innovative referral propositions, campaigns, incentives, and engagement mechanisms.

Explore and implement current referral models, including:

Tiered referral rewards

Ambassador programs

Loyalty-linked referral initiatives

Milestone-based incentives

Gamification and recognition programs

Community- or advocacy-led referral models

Benchmark industry best practices and emerging referral trends and translate relevant ideas into actionable initiatives.

3. Experimentation & Continuous Improvement

Develop a structured experimentation roadmap to test new referral ideas, messaging, incentives, journeys, and engagement strategies.

Run A/B tests and controlled experiments to evaluate different referral propositions and customer communications.

Analyze experiment results and identify scalable winning models.

Establish a continuous improvement culture around the referral

📌 Program Manager (Mumbai)
🏢 Bonito Designs
📍 Mumbai