About the job
Join our dynamic team as a Senior Manager or Director specializing in B2B2C Partnerships and Service Innovation. We are looking for a strategic leader with 18–22 years of experience in B2B2C partnerships, commercial strategy, product management, customer experience, or ecosystem development. In this pivotal role, you will spearhead initiatives to enhance revenue growth, broaden partner ecosystems, and scale customer-centric services globally. The ideal candidate will exhibit exceptional commercial acumen, strong collaborative skills across various departments, and a passion for delivering innovative service experiences tailored to the evolving demands of customers and partners.
Key Responsibilities
1. B2B2C & Commercial Strategy
- Formulate and implement a comprehensive B2B2C growth strategy that emphasizes revenue enhancement and customer value creation.
- Oversee commercial models encompassing pricing, revenue-sharing structures, profitability assessment, and P&L management.
- Identify and capitalize on new market opportunities and customer segments to drive service innovation and commercial scaling.
2. Partnership Ecosystem Development
- Construct and nurture a diverse network of partners, including travel agencies, corporates, OTAs, and mobility providers.
- Lead negotiations, establish contracts, and govern co-marketing agreements while ensuring optimal partner performance.
- Design frameworks to assess and enhance partner effectiveness, service quality, and conversion rates.
3. Service Lifecycle Leadership
- Guide the end-to-end lifecycle of new services, from concept development to market launch and full-scale deployment.
- Collaborate with product, digital, and service delivery teams to elevate in-centre services and digital engagement.
- Implement continuous improvement initiatives aimed at boosting customer satisfaction, service adoption, and operational efficiency.
4. Cross-Functional Leadership
- Partner with Operations, Product, IT, Marketing, Legal, and Finance teams in a global matrix environment.
- Ensure seamless service delivery, alignment with customer experience objectives, and adherence to regional regulations.
- Act as a key stakeholder for digital enhancements and technology projects.
5. Multi-Country & Global Operations
- Manage the expansion of services across multiple countries, ensuring consistency and high-quality localized customer experiences.
- Oversee market-level performance metrics, business reviews, and strategic planning sessions.
6. Customer Experience & Digital Adoption
- Enhance customer experience across physical and digital channels by implementing innovative solutions that drive engagement and satisfaction.

