Title: Head Referral & Loyalty
Location: Chennai
Compensation: Up to 25 LPA
Reporting To: Senior VP - Marketing
About the Brand:
A leading real estate developer and builder in South India, renowned for offering luxury villas, residential apartments, and plots. Over the past two decades, the brand has developed more than 38 million sq ft of premium residential real estate across Chennai, Bengaluru, Hyderabad, and Coimbatore. With projects worth over 8000 crores in the pipeline, the brand aims to become the largest developer in India by 2029 and rank among the Top 10 Most Trusted Brands in the country.
About the Role:
As the Head of Referral & Loyalty, you will lead a team of approximately 25 referral and guest relations executives. Your primary focus will be to drive sales through referrals and enhance customer loyalty.
Key Responsibilities:
- Develop and implement a robust loyalty program to boost referral sales through effective communication, streamlined processes, and appealing rewards. [KPIs: number of referral sales, customer enrolment in the loyalty program]
- Establish partnerships with top brands to create a diverse range of gifts and experiences for customers. [KPIs: number of partnerships, improvement in NPS/C-SAT scores]
- Collaborate with CRM and Customer Delight teams to harness their initiatives for positive word-of-mouth, thereby improving NPS. [KPIs: creation and participation in an engagement calendar, improvement in NPS/C-SAT scores]
- Oversee on-site customer interactions to significantly enhance their experience and increase sales conversions. [KPIs: conversion rate from site visits to sales]
Requirements:
- Experience in managing loyalty and referral programs in related industries (hospitality, BFSI, retail, or real estate preferred)
- Proven success in growing a loyal customer base through referrals, recommendations, and reviews
- Ability to define and implement SOPs and KPIs for a referral program
- Experience managing multi-location teams and training frontline staff for consistent execution
Desired Skills:
- Excellent communication and presentation abilities
- 10-12 years of marketing experience, with at least 2 years in a leadership role
- MBA preferred
About WinnerBrands
At WinnerBrands, we are on a mission to create a community of the brightest marketing minds to deliver impactful, rewarding, and purposeful work by collaborating, contributing & co-learning with smart peers. Backed by Busybeebrands.com, a pioneering brand-building firm that has helped some of the most disruptive new-age brands in the country craft their brand and marketing strategy, we find opportunities with progressives startups and brands in the domain of marketing with multiple engagement models for our talent partners, freelance / part-time or full-time. Request to visit our community page at https://www.winnerbrands.in/talentcommunity/ Registration implies consent to our privacy policies.
