Customer Success & Referrals Executive

Core KPI Referrals & Loyalty

• Target: Drive incremental referral sales across Embassy Priority and Employee

Concession programs.

• Own: Referral pipeline tracking, closure conversion, and homeowner engagement

journeys.

• Metric: Monthly referral contribution to overall sales funnel and closure performance.

2. Secondary KPI – Tech Adoption & Process Enablement

• Embassy Priority App: Lead homeowner adoption and feedback loops; track engagement

metrics.

• Presales AI Assistant (EMAI): Coordinate execution, collect feedback, and suggest

enhancements.

• Lead Management Systems (Salesforce / Call Centre / Telephony): Work with IT and

presales to streamline lead flow and reporting.

• Metric: Adoption analytics, lead tracking accuracy, and actionable product feedback.

3. Stretch KPI – CX & National Scaling

• Bridge between presales, loyalty, and tech functions for seamless customer journeys.

• Launch referral-linked campaigns across digital and on-ground platforms.

• Collaborate with IT/Marketing on CRM module revamps, flagging process gaps from a

BD/referral standpoint.

• Document best practices to scale the referral and loyalty model nationally (MMR, NCR,

etc.).

Key Responsibilities:

• Build and nurture long-term relationships with existing homeowners to drive referrals.

• Manage referral database, track lead progression, and report on closures and

contribution to sales.

• Coordinate with marketing to plan homeowner engagement and referral campaigns.

• Partner with tech/product teams to optimize CRM, referral tools, and app-based

workflows.

• Monitor call center performance for referral-related interactions and lead quality.

• Analyze engagement, app usage, and campaign effectiveness to recommend

improvements.

• Represent Embassy Priority in events, client interactions, and loyalty initiatives.

• Support continuous improvement of presales efficiency and customer experience.

Skills & Qualifications:

• 4–6 years of experience in sales, presales operations, or loyalty/referral management.

• Strong knowledge of CRM tools (Salesforce preferred) and data tracking dashboards.

• Analytical mindset with ability to convert insights into actionable improvements.

• Excellent communication and relationship management skills.

• Exposure to real estate, hospitality, or customer engagement environments preferred.

• Comfort with tech adoption, product testing, and cross-functional collaboration.