Job Description Your Key Responsibilities:
N1. Referral Journey & Customer Experience
NDesign, optimize, and continuously improve the end-to-end referral journey for both referrers and referred customers.
NMap key customer touchpoints and identify opportunities to improve conversion, engagement, and overall experience.
NDevelop customer communication journeys across relevant touchpoints, including referral invitations, reminders, status updates, reward communication, and post-referral engagement.
NMonitor customer feedbackand insights to continuously improve the referral experience.
N2. Referral Program Strategy & Growth
NOwn the strategy and growth agenda for the referral channel, with a focus on increasing referral participation, referral volumes, conversion, and customer lifetime value.
NIdentify current opportunities to expand the referral ecosystem and strengthen customer-led acquisition.
NDesign and test innovative referral propositions, campaigns, incentives, and engagement mechanisms.
NExplore and implement newreferral models, including:



Tiered referral rewards, Ambassador programs, Loyalty-linked referral initiatives, Milestone-based incentives
NDevelop objection-handling frameworks to address common customer concerns around referring others.
N3. Experimentation & Continuous Improvement
NDevelop a structured experimentation roadmap to test new referral ideas, messaging, incentives, journeys, and engagement strategies.
NEstablish a continuous improvement culture around the referral channel by using customer data, business performance, and market insights.
N4. SOPs, Playbooks & Internal Enablement
NDevelop comprehensive SOPs, process guides, training materials, playbooks, FAQs, and communication tools to enable internal teams.
NDevelop training modules to help sales, relationship management, customer service, and other relevant teams effectively promote and manage referrals.
NCreate referral pitching frameworks, sales scripts,

📌 Agm - Marketing (India)
🏢 Bonito Designs
📍 India