Head Loyalty & Referral Sales, GPL Mumbai HO

Key responsibilities:

Loyalty Program Strategy & Execution

- Design and implement a comprehensive loyalty frameworkincluding rewards, referral, and loyalty-depth initiativesto maximize repeat sales, deepen customer engagement, and drive advocacy.

Referral Network Management

- Build and manage referral programs via digital platforms (e.g., Ambassador portal), ensuring high activation from existing customers and conducting top-customer outreach for continuous improvement.

Cross-functional Engagement & Team Leadership

- Lead CRM, Customer Care, and Sales teams in executing loyalty campaigns, events, and activations. Mentor Loyalty Managers, CRM Analysts, and Campaign Specialists, as well as liaise with external agencies/vendors.

Customer Relationship Management

- Leverage CRM platforms to capture and analyze customer interactions, ensuring complete data integrity, and overseeing the accrual and timely payout of referral rewards in coordination with Finance and Compliance.

Event & Activation Oversight

- Plan, coordinate, and monitor eventssuch as loyalty workshops, society and customer-care activation, sensuring consistent execution standards and stakeholder alignment.

Process Governance & System Compliance

- Ensure full compliance with referral logging in CRM (100% data capture) and adherence to payout timelines. Streamline end-to-end processes for efficiency and audit readiness.

Customer-Centric Product Innovation

- Spearhead new service launchsuch as rental/resale offerings tailored to loyalty customersenhancing the loyalty value proposition and building sustainable secondary revenue opportunities.

Skills Required:

Strategic Loyalty & Sales Leadership

- Proven expertise in designing loyalty/rewards/referral programs in real estate, FMCG, retail, or financial services

Data & CRM Acumen

- Deep experience in CRM platforms (Salesforce, HubSpot) with strong analytical capabilities to track KPIs (retention, NPS, referral rates)

Customer & Stakeholder Engagement

- Demonstrated ability to nurture client relationships, elevate top customer engagement, and interface effectively with cross-functional teams

Operational Excellence

- Excellent project management and process discipline, with focus on compliance, timely execution, and system adherence

Team & Vendor Leadership

- Track record of building and leading teams (loyalty managers, CRM analysts, campaign leads) and managing agency/vendor partnerships

Innovative & Tech-Savvy Persona

- Ability to leverage omnichannel platforms, personalization, gamification, and AI-driven insights to enhance loyalty engagement

Regulatory Awareness

- Understanding of Indian data privacy norms and RERA compliance relevant to consumer programs

Qualification & Experience:

Education

- MBA/PGDM in Marketing/Sales/Strategy; Bachelors degree plus strong experience considered

Experience

- 12-15 years total, with - 5 years in loyalty/CRM/customer retention roles; a minimum of 3 years in real estate or comparable high-ticket sectors

Domain Knowledge

- Proven success in loyalty or loyalty-sales in real estate, BFSI, retail, or consumer goods

Technical Certifications

- Proficiency in CRM software & analytics tools; certifications like CLMP, data analytics are desirable