Referral and Loyalty Program Manager

Job Title: Referral and Loyalty Program Manager

Job Location: Mumbai

About Lodha Ventures An Abhinandan Lodha Enterprise: (https://www.lodhaventures.com/):

Lodha Ventures, an Abhinandan Lodha Enterprise, is a formidable collective of some of the best-of-breed, high-growth new-age businesses. We back highly ambitious ideas and turn them into category-disrupting businesses built to stand the test of time.

We are a launchpad for nascent businesses that have the potential to become a part of our eclectic mix of businesses. We deploy unlevered and patient proprietary capital with a focus on value creation, unconstrained by the pressures of redemption.

Our decentralized portfolio operates with independent CEOs and empowered leadership teams, fostering a performance-driven culture that sparks value creation. This ecosystem cultivates consumer-centric brands at the forefront of innovation, always pursuing excellence. Anchored in sound business practices, our businesses are poised for greatness, shaping industries as they grow.

About The House of Abhinandan Lodha:

We are the House of Abhinandan Lodha. We are a consumer tech brand that disrupts by leveraging technology to make land more accessible, flexible, and secure. We’re breaking old traditions and bringing land ownership into the 21st century, making an age-old asset young again, for now and for generations to come. We are on a mission to create intergenerational wealth for our consumers. We are not just reinventing land buying. We are taking every transaction, every experience, every ownership with it into the new. New Generation Land is how we bridge the gap and bring people closer to their dreams.

Our Corporate Philosophy: We believe in a consumer’s right to reimagine land buying as a positive and simple process. We believe in befriending the planet by giving back what we take it from it. Starting from our blueprint level.

We believe in complete transparency in every process. Be it a homeowner, an investor or even a real estate professional.

For HoABL, it is not just a piece of land, we believe in the Peace of Land. All our curated developments will be self-sustaining ecosystems built and maintained using sustainable forms of development. Transparency and fairness are the core of all our dealings with local people and resources.

HoABL is aware of its ecological, economic, and social responsibility. We ensure the responsible use of natural resources and act in a socially responsible way. We use technology to reinvent the way land is experienced. By digitising its ownership. By using complete transparency in all aspects. By making investments simpler and more accessible and offering lifestyle enhancing amenities that will be a game-changer in the industry.

Our Vision: To make land amazing again, by democratising its ownership. We do this by making it a younger, nimbler and a more viable asset for Indians everywhere.

Our Mission: We use technology to reinvent the way land is experienced. By digitising its ownership. By using complete transparency in all aspects. By making investments simpler and more accessible. By covering amenities that will reimagine an industry

About the Role:

HOABL is seeking a Referral & Loyalty Program Manager to lead its program for customer referrals & repurchases, focusing on building an elite referral network and loyalty ecosystem that drives sustained customer engagement and deal generation. The goal is to ensure target achievement from customer referrals & repurchases, leveraging a rewards system and year-round engagement. The role requires experience in loyalty or referral programs, an understanding of luxury brand positioning, and the ability to forge emotional connections with clients.

Your Key Responsibilities:

1. Program Strategy & Design

• Develop and Execute Loyalty & Referral Strategy: Design a structured, referral

and loyalty program that aligns with HOABL’s ethos.

• Goal Setting and KPIs: Establish & meet clear goals and KPIs to ensure requisite

deals are sourced through customer referrals & loyalty repurchases.

2. Execution & Program Management

• Manage Customer Journey Mapping: Create a seamless journey for

participants, from referral initiation through rewards redemption, ensuring a

premium experience at each touchpoint.

• Coordinate Multi-Channel Communication: Define and execute a year-round

communication plan using channels like email, WhatsApp, and direct calls.

• Campaign Management: Work with internal and external teams to produce

referral program collateral, seasonal campaigns, and event invitations.

3. Stakeholder Collaboration

• Internal Collaboration: Partner with sales, CRM, digital, and marketing teams

to drive program implementation, deal tracking, and customer feedback. Ensure

program activities are aligned with brand objectives and market strategies.

• Vendor and Agency Management: Work with external partners (media

agencies, event vendors) to organize exclusive events, manage customer

rewards, and enhance program engagement through curated experiences.

4. Monitoring & Reporting

• Performance Tracking: Monitor, report & own referral and loyalty metrics,

analysing lead times, and deal conversions to optimize program outcomes.

• ROI Analysis and Scenario Modelling: Conduct scenario analyses to assess

program cost efficiency, CAC impact, and incremental revenue generated from

referrals and loyalty-driven purchases.

• Customer Feedback Loop: Implement a system for gathering client feedback

post-redemption to refine program offerings and enhance customer

satisfaction

Key Performance Indicators (KPIs): P&L responsibility is fundamental to the role

1. Deal Generation: Achieve set targets of new deals sourced from referrals &

repurchases.

2. Customer Engagement Rate: Increase engagement and program opt-ins across

customer base using a strong Pull.

3. Program ROI: Maintain program cost efficiency, meeting targets on deals,

customer acquisition cost and program ROI.

4. Customer Satisfaction: Attain high satisfaction scores post- redemption,

emphasizing program value and emotional connection.

Experience & Education Required:

• Experience: 7-10 years in loyalty, referral, or customer engagement program

management, preferably in real estate, luxury retail, or hospitality.

• Analytical Skills: Strong capability in data-driven decision-making, familiarity

with scenario analysis, CAC metrics, and loyalty program ROI modeling.

• Communication & Interpersonal Skills: Exceptional communication abilities,

with a flair for engaging affluent clients and fostering an emotional connection

with the brand.

• Tech & CRM Proficiency: Proficient in CRM platforms and customer portals for

loyalty programs, with an understanding of customer engagement technologies.

• Leadership Skills: Strong project management and team collaboration skills to

coordinate between multiple internal and external stakeholders.

Key Skills and Attributes:

Strong focus on customer satisfaction and delivering exceptional service to channel partners.

• Demonstrating empathy and understanding towards channel partners
• Handle partner interactions with professionalism and composure.
• Excellent communication skills, both written and verbal
• A team player, willing to work cooperatively with colleagues.
• Positive attitude, practice discretion with confidential information, and adhere to company policies and procedures.

Preferred Attributes

• Customer-Centric: Intuitive understanding of luxury client expectations,

ensuring each program element

• Creative Vision: Ability to innovate program rewards to sustain client interest

year-round.

• Results-Driven: Proven track record of achieving referral or loyalty program

targets

Why Join Us:

We are creators of categories, we are creators of new, we own the consumer lifecycle with our homegrown Ips The kernel of our business is embedded in tech : from discovery, to purchase, to ownership : all of this is enabled by consumer and business tech : the first organization in the category to develop a totally indigenous consumer app Being part of the Lodha Ventures has its innate advantages of exposure to various companies and businesses which all allows professionals to flex their intellectual muscle