Job DescriptionClient : A Leading Real Estate Company NJob Location: Pune N n Role Purpose NLead 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. N n Key Responsibilities N1. Guest Experience & Sales Gallery Management Nn Ensure a premium and seamless visitor experience across all sales galleries. N Oversee reception, hospitality, and relationship management teams. N Manage visitor flow, lead allocation, service standards, and customer interactions. N Drive service excellence, customer satisfaction, and conversion-oriented gallery experiences. Nn n2. CRM & Salesforce Data Governance Nn Ensure accurate and timely capture of leads, visitors, and customer interactions in Salesforce. N Maintain data quality, reporting accuracy, and lead governance. N Track customer journeys, lead sources, conversions, and referral performance. N Generate insights and dashboards to support business decisions and customer engagement strategies. Nn n3. Loyalty &Customer; Advocacy Nn Develop and execute referral, loyalty, and customer advocacy programs. N Drive referral-led sales, repeat purchases, upgrades, and customer retention.



N Manage customer feedback mechanisms, NPS, and engagement initiatives. N Build a robust community of brand advocates and promoter customers. N Partner with Sales, Marketing, and CRM teams to improve customer experience and business outcomes. Nn n Key KPIs Nn Customer Satisfaction, NPS & CSAT N Referral Leads, Bookings & Revenue Contribution N Visitor-to-Lead and Lead-to-Booking Conversion N Repeat & Upgrade Sales N Loyalty Program Engagement N Customer Advocacy & Retention N Salesforce Data Accuracy & Compliance N Customer Complaint Resolution & Service Excellence Metrics Nn n Candidate Profile Nn 12-18+ years of experience in Customer Experience, CRM, Loyalty, Referrals, Customer Success, or Relationship Management. N Real estate experience preferred; candidates from premiumcustomer-facing industries may also be considered. N Proven experience in building referral, loyalty, and customer advocacy programs. N Strong understanding ofCRM platforms; Salesforce experience preferred. N Commercial mindset withthe ability to translate customer experience into business growth. N Strong stakeholder management, leadership, analytical, and communication skills. N Experience managing multi-location teams and cross-functional initiatives. Nn

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