Customer Referral Manager

About Backdropsource

Backdropsource specializes in designing and producing custom event backdrops, tension fabric displays, trade show media walls, and various exhibition-related products. Their clientele spans churches, event planners, trade show exhibitors, and corporate clients primarily across the US, Canada, EU, Australia, New Zealand, and Japan.

Role Overview

The Customer Referral Manager is responsible for overseeing the entire customer referral program. This includes identifying happy customers in the US market, transforming them into active referral advocates, and organizing incentives, communication strategies, and tracking systems to generate a reliable and scalable pipeline through word-of-mouth referrals.

Key Responsibilities

• Develop and administer a structured customer referral program encompassing incentive plans, referral levels, and reward distribution processes
• Actively pinpoint customers with high satisfaction to participate in the referral program
• Establish and nurture personalized connections with primary referring customers
• Design and improve referral outreach materials such as scripts, email sequences, and follow-up schedules
• Monitor referral lifecycle activities covering source identification, progress tracking, conversion analysis, and timely reward payments ensuring precise attribution
• Collaborate closely with the sales team to transfer qualified referral leads and guarantee prompt, effective follow-up
• Generate regular reports on referral metrics including number of referrals, conversion ratios, acquisition costs, and revenue impact, offering suggestions for enhancements
• Coordinate with the Marketing department to create referral assets like one-pagers, testimonial videos, and case studies

Qualifications

• At least two years of experience in customer success, account management, sales, or partnerships/referral marketing
• Proven track record of building authentic and lasting relationships with customers and partners
• Comfortable with managing quantitative metrics; self-driven, well-organized, and diligent with CRM maintenance and follow-ups
• Strong verbal and written command of English; experience handling international calls related to support, sales, or account management is preferred
• Background knowledge of trade shows, events, churches, or the exhibition industry is highly advantageous

Compensation and Benefits

• Competitive base salary aligned with industry standards
• Unlimited incentives tied to revenue generated through referrals