Customer Success & Referrals Executive

Embassy Group, founded in 1993 and headquartered in Bangalore, is one of Indias leading real estate developers with a diversified portfolio spanning commercial office spaces, luxury residential projects, hospitality, industrial and warehousing, retail, and education. It is known for landmark developments such as Manyata Business Park and Embassy GolfLinks, and for pioneering Indias first listed REIT Embassy Office Parks REIT With a strong focus on sustainability, renewable energy, and community development, Embassy Group continues to shape Indias urban landscape while maintaining global standards in design and execution

Job Title: Customer Success & Referrals Executive

Department: Embassy Priority & Presales Operations

Location: Bengaluru, India

Experience: 46 years

Reports To: Head Embassy Priority Program

Role Overview:

This role drives the intersection of referrals, loyalty, and presales enablement across the

Embassy residential business. The individual will manage referral sales growth, enhance

customer loyalty through the Embassy Priority Program, and act as the technology

champion for lead management tools, digital platforms, and adoption initiatives.

Key Performance Indicators (KPIs):

1. 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:

46 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.

Personality Fit:

Proactive, resourceful, and process-driven.

Balances analytical rigor with relationship orientation.

Thrives in a dynamic, cross-functional setup.

Strong ownership mindset with a focus on outcomes.

Thanks

Neena Menon