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

Work arrangement
No