Client : A Leading Real Estate CompanyJob Location : PuneRole PurposeLead 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 Responsibilities1. 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 MetricsCandidate 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.- Solid stakeholder management, leadership, analytical, and communication skills.- Experience managing multi-location teams and cross-functional initiatives.

📌 General Manager Referrals & Loyalty (Amravati)
🏢 The Management Recruitment Group (MRG)
📍 Amravati