Education & Training
13 Oct
Business Development (B2C) Head
Job Description:
Under broad direction from Strategic Leader (revenue), She/he provides leadership to the B2C-Business Development function. The incumbent sets the vision and direction for B2C revenue function, customer engagement, business development, B2C-Sales process across the enterprise. The individual will be responsible for designing and executing new market strategies, ensuring expansion in current market, driving B2C revenue growth, and fostering new-customer acquisition practices across different regions.
The individual will be responsible for building a scalable B2C commercial model that brings together revenue planning, pricing, category strategy, customer acquisition, retention, portfolio monetization and frontline execution. The incumbent will act as the central commercial owner, ensuring effective alignment between B2C, Marketing and Operations and translating enterprise/category strategy into centre-level revenue outcomes.
The role requires a first-principles approach to organising the B2C business around clearly defined customer and product/service categories, with clear commercial drivers, metrics, ownership and execution mechanisms.
JOB Objectives/Responsibilities:
The individual will have complete functional responsibilities, which involves effective strategizing, action planning and implementation guidance of existing and new programs in accordance with enterprise growth and B2C-business plans.
a) Plans, directs and coordinates the functional activities of B2C-BD (sales) function.
b) Provides team leadership and sets vision, direction & sales growth for the B2C function.
c) Accountable for market expansion and B2C revenue target.
d) Responsible for new customer acquisition, lead conversion and initial customer experience.
e) Receives guidance and support from the support functions and Leadership team.
f) Provides leadership to the regional business teams to ensure that the B2C revenue objectives are met.
g) Provides functional guidance and coaching to the reporting team.
Additional responsibilities:
i) Owns the annual B2C business plan, revenue targets, regional targets and commercial priorities.
j) Owns B2C pricing, fee structures, discounting and commercial schemes across categories and value-added services.
k) Drives revenue, margin and fee realization across centres, regions and B2C categories.
l) Builds and manages the B2C business across defined customer and product/service categories, with clear growth plans and commercial objectives.
m) Drives category-wise revenue growth, cross-sell and share of wallet across B2C offerings.
n) Identifies new B2C categories, channels and revenue opportunities based on market and customer needs.
o) Owns the B2C customer acquisition funnel from lead generation, enquiry and centre visit through conversion and initial customer experience.
p) Drives high-ROI acquisition channels, including parent referrals and advocacy programmes, and improves customer acquisition cost, conversion and customer lifetime value.
q) Owns the B2C re-enrolment and renewal strategy to drive customer retention and recurring revenue.
r) Drives alignment between B2C, Marketing and Operations to ensure effective planning and execution of commercial priorities.
s) Establishes clear ownership and accountability for centre-level B2C initiatives, including local market activations and events.
t) Drives continuous market, competition and customer insights to support product/programme refinement and B2C growth.
Performance Metrics:
Revenue & Margin
B2C revenue growth and achievement against annual/quarterly targets
Category-wise revenue and growth
Fee realization and discount leakage
Category/unit-level margin performance
Customer Acquisition & Retention
Lead-to-enrolment conversion
Inquiry-to-centre-visit conversion
New customer acquisition
Re-enrolment/renewal rate
Customer Acquisition Cost (CAC) vs. Lifetime Value (LTV)
Portfolio & Cross-sell
Growth across B2C categories
Share of revenue across categories
Attach rate of value-added programmes
Cross-sell / share-of-wallet growth
Channel & Activation
Channel-wise conversion and productivity
Parent referral contribution
Event-to-enquiry / visit / admission conversion
New market/category success
Customer Experience
Parent NPS / CSAT
Customer sentiment / Google ratings
Initial customer experience and onboarding metrics
Education & Work Experience:
- Any graduation + MBA (Sales/Marketing)
- Total experience of 10+ years in B2C businesses, with at least 3+ years in a senior leadership role managing multi-location/pan-India B2C operations and commercial teams, with demonstrated ownership of revenue, pricing, category growth and customer acquisition/retention. Experience in building or scaling a product/service category and owning a revenue/business P&L or significant commercial charter is preferred.
- Preferably from B2C service or retail businesses with multi-location/distributed operations, high-volume customer acquisition, recurring customer relationships and multiple customer/product categories.
- She/He should have worked in medium to large organizations and should demonstrate a clear understanding of complex business environments, distributed teams, and mass market customer engagement. Brings with her/him a "Growth Mindset; Self-driven personality & team leadership approach; high personal Quality, Value & Ethics."
Critical Personal Skills:
- Excellent leadership and people management skills
- Strong client-facing communication and relationship-building skills
- Analytical and strategic thinking with strong business acumen
- Ability to drive performance in ambiguous and evolving environments
- Represents effectively in client presentations, industry forums, and strategic partnerships
- Ability to represent to external Forums, industry groups etc.
