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 solid 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 Succes

📌 General Manager Referrals and Loyalty (Pune)
🏢 Kolte Patil
📍 Pune