Loyalty Manager

Job Opportunity for Head- Loyalty and Referral- Real Estate- Pune

Role Overview

• We are looking for a dynamic and relationship-driven professional to lead Referral & Loyalty Sales function.

• The role is responsible for generating incremental revenue by leveraging the existing customer base through repeat purchases, customer referrals, and strategic engagement initiatives.

• The ideal candidate should possess strong relationship management capabilities, a customer-first mindset, and proven experience in driving referral and loyalty-led sales within the real estate industry.

Key Responsibilities

• Develop and execute Referral & Loyalty Sales strategy.

• Drive repeat sales from existing customers by identifying upgrade and investment opportunities.

• Generate qualified referrals through structured customer referral programs.

• Build long-term relationships with existing customers and investor communities.

• Design and implement referral campaigns, loyalty programs, and customer engagement initiatives.

• Work closely with Sales, CRM, Marketing, Digital Marketing, and Customer Experience teams to maximize customer participation.

• Organize customer meets, appreciation events, exclusive previews, and launch events for existing customers.

• Track customer interactions and maintain accurate records within the CRM system.

• Monitor referral pipelines from lead generation to booking and reward disbursement.

• Analyze customer data to identify high-potential repeat buyers and referral champions.

• Ensure timely communication regarding new launches, investment opportunities, pricing updates, and exclusive offers.

• Prepare periodic MIS reports on referral performance, repeat business, revenue generation, and campaign effectiveness.

• Continuously enhance customer satisfaction and advocacy to strengthen Krisala's brand loyalty.

Key Performance Indicators (KPIs)

• Revenue generated through Referral Sales.

• Revenue generated through Loyalty Sales.

• Number of qualified referrals generated.

• Referral-to-Booking Conversion Rate.

• Repeat Purchase Revenue.

• Customer Engagement Rate.

• Customer Retention Rate.

• Cost of Acquisition through Referral Channel.

• Customer Satisfaction and Advocacy.

Desired Candidate Profile

• Bachelor's degree in Business Administration (BBA/BBM), Commerce (B.Com), Economics, Marketing, or a related discipline from a recognized university.

• MBA/PGDM in Marketing or Sales & Marketing is strongly preferred.

• 8–12 years of experience in Referral Sales, Loyalty Sales, CRM Sales, Customer Relationship Management, or Direct Sales within the real estate industry.

• Proven track record of driving referral and repeat sales revenue.

• Strong understanding of customer lifecycle management.

• Excellent communication, negotiation, and relationship-building skills.

• Experience in managing customer engagement programs and referral campaigns.

• Strong analytical and reporting capabilities.

• Proficiency in CRM platforms and Microsoft Excel.

Preferred Industry Experience

• Candidates from reputed real estate developers with established customer referral and loyalty programs will be preferred.

Key Competencies

• Customer Relationship Management

• Referral Sales

• Loyalty Sales

• Repeat Sales

• Customer Engagement

• Stakeholder Management

• Sales Planning

• Revenue Generation

• Campaign Management

• Data Analysis & MIS

• Negotiation

• Communication

• Customer Experience