Senior Manager / Director - B2B2C Partnerships & Service Innovation

We are seeking a highly experienced and strategic leader with 18–22 years of experience in B2B2C partnerships, commercial strategy, product management, customer experience, or ecosystem development. The ideal candidate will be responsible for driving revenue growth, expanding partner ecosystems, and scaling customer-facing services across multiple global markets. This role requires strong commercial acumen, deep cross-functional collaboration skills, and the ability to deliver innovative service experiences that meet the evolving needs of customers and partners.

Key Responsibilities

1. B2B2C & Commercial Strategy

• Develop and execute the B2B2C growth strategy across markets, focusing on revenue expansion and customer value creation.
• Own commercial models including pricing, revenue-share structures, profitability analysis, and P&L performance.
• Identify new market opportunities and customer segments for service innovation and commercial scaling.

2. Partnership Ecosystem Development

• Build and manage a diverse ecosystem of partners, including travel agencies, corporates, OTAs, mobility providers, and service aggregators.
• Lead commercial negotiations, contracting, co-marketing agreements, and performance governance.
• Establish frameworks to measure and improve partner effectiveness, service quality, and conversion rates.

3. Service Lifecycle Leadership

• Lead the end-to-end lifecycle of new services—from concept design to pilot execution, market rollout, and full-scale deployment.
• Collaborate with product, digital, and service delivery teams to enhance in-centre services and digital touchpoints.
• Drive continuous improvement programs that increase customer satisfaction, adoption, and operational efficiency.

4. Cross-Functional Leadership

• Work closely with Operations, Product, IT, Marketing, Legal, Finance, and regional teams in a global matrix environment.
• Ensure seamless service delivery, alignment on customer experience goals, and compliance with regional regulatory requirements.
• Act as a key business stakeholder for digital enhancements and technology initiatives.

5. Multi-Country & Global Operations

• Oversee service expansion across multiple countries, ensuring consistency, quality, and localized customer experiences.
• Manage market-level performance dashboards, business reviews, and strategic planning cycles.

6. Customer Experience & Digital Adoption

• Strengthen customer experience across physical and digital channels by driving innovative solutions, process improvements, and digital-first workflows.
• Partner with product and design teams to introduce new digital features that enhance customer convenience and partner engagement.

Qualifications & Experience

• 18 years of professional experience in B2B2C, product management, commercial partnerships, strategy, customer experience, or related roles.
• Proven track record of revenue growth, P&L management and pricing strategy.
• Deep experience in building and managing partnership ecosystems across industries.
• Strong expertise in digital service enhancements, in-centre service innovation, and multi-market rollouts.
• Prior experience in visa services, travel, mobility, aviation, outsourcing, or hospitality is highly desirable.
• Demonstrated ability to lead in a global matrix environment and manage multi-country operations.
• Strong focus on customer experience, process optimization, and digital adoption.

Ideal Candidate Profile

The ideal candidate is a strategic thinker, commercially driven, and customer-obsessed. They thrive in fast-paced, cross-functional environments and have the ability to translate market needs into scalable service solutions. With strong leadership and execution capabilities, they can influence diverse stakeholders and build high-performing partner ecosystems.