Head Loyalty

3 weeks ago

Mumbai City District, India Godrej Properties Full time

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 activationsensuring 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

1218 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

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