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