Job Description

Your Key Responsibilities:

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1. Referral Journey & Customer Experience

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Design, optimize, and continuously improve the end-to-end referral journey for both referrers and referred customers.

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Map key customer touchpoints and identify opportunities to improve conversion, engagement, and overall experience.

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Develop customer communication journeys across relevant touchpoints, including referral invitations, reminders, status updates, reward communication, and post-referral engagement.

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Monitor customer feedback and insights to continuously improve the referral experience.

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2. Referral Program Strategy & Growth

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Own the strategy and growth agenda for the referral channel, with a focus on increasing referral participation, referral volumes, conversion, and customer lifetime value.

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Identify recent opportunities to expand the referral ecosystem and strengthen customer-led acquisition.

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Design and test innovative referral propositions, campaigns, incentives, and engagement mechanisms.

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Explore and implement new referral models,



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

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

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3. Experimentation & Continuous Improvement

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

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

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4. SOPs, Playbooks & Internal Enablement

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

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

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Create referr

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