Job Description
Client : A Leading Real Estate Company
nJob Location : Pune
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nRole 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.
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nKey Responsibilities
n1. Guest Experience & Sales Gallery Management
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- 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.n

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n2. CRM & Salesforce Data Governance
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- 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.n

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n3. Loyalty & Customer Advocacy
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- 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 solid community of brand advocates and promoter customers.n
- Partner with Sales, Marketing, and CRM teams to improve customer experience and business outcomes.n

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nKey KPIs
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- Customer Satisfaction, NPS & CSATn
- Referral Leads, Bookings & Revenue Contributionn
- Visitor-to-Lead and Lead-to-Booking Conversionn
- Repeat & Upgrade Salesn
- Loyalty Program Engagementn
- Customer Advocacy & Retentionn
- Salesforce Data Accuracy & Compliancen
- Customer Complaint Resolution & Service Excellence Met

📌 General Manager Referrals (Pune)
🏢 The Management Recruitment Group (MRG)
📍 Pune