Head Loyalty & Referral Sales, GPL HO

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

Data & CRM Acumen

Customer & Stakeholder Engagement

Operational Excellence

Team & Vendor Leadership

Innovative & Tech-Savvy Persona

Regulatory Awareness

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