Your 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.

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 new referral models, including: Tiered referral rewards, Ambassador programs, Loyalty-linked referral initiatives, Milestone-based incentives

Develop objection-handling frameworks to address common customer concerns around referring others.

3. Experimentation & Continuous Improvement

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

Establish a continuous improvement culture around the referral channel by using customer data, business performance, and market insights.

4. SOPs, Playbooks & Internal Enablement





Develop comprehensive SOPs, process guides, training materials, playbooks, FAQs, and communication tools to enable internal teams.

Develop training modules to help sales, relationship management, customer service, and other relevant teams effectively promote and manage referrals.

Create referral pitching frameworks, sales scripts, objection-handling guides, talk tracks, and customer-facing sales collaterals.

5. CRM, Automation & Technology

Identify opportunities to automate referral processes and reduce manual intervention across the customer and internal journeys.

Improve visibility of the referral funnel through effective CRM tagging, lead tracking, attribution, dashboards, and reporting.

6. Performance Management & Analytics

Establish and track key referral program KPIs, including : Referral participation rate | Number of referrals generated | Referral-to-lead conversion | Lead-to-customer conversion | Referral activation rate | Cost per acquisition | Reward/revenue economics | Customer engagement and repeat referral rates | Referrer retention and activity | Referred customer quality and lifetime value

7. Cross-Functional Stakeholder Management To work closely with the National Referral Lead

Align stakeholders on program objectives, processes, customer journeys, technology requirements, and success metrics.

Manage initiatives from ideation through implementation, measurement, and optimization.

Required Qualifications

- MBA in marketing or related field
- 2 years of experience in sales and marketing

📌 AGM - Marketing (Mumbai)
🏢 Bonito Designs
📍 Mumbai