Head - Consumer Business

Role: Head - Consumer Business | BTR International

JOB OBJECTIVE

Lead, manage, and scale the Consumer Business for BTR with end-to-end ownership of revenue growth, strategic partnerships, operational excellence, customer experience, and business profitability. The role will be responsible for driving the expansion of the Consumer business across existing and new geographies, lanes, and global markets by strengthening aggregator partnerships, improving lead conversion,
and increasing repeat business. The incumbent will play a critical role in building scalable and technology-enabled business processes & solutions through automation, analytics, and process optimisation to improve efficiency, responsiveness, and customer outcomes in a highly competitive market.The role requires leading sales, pricing, move management, supply chain, and delivery teams to ensure revenue
growth, operational continuity, service excellence, and customer satisfaction. The incumbent should bring strong commercial acumen, deep understanding of pricing models, and relationship-led business development, along with the ability to build and lead high-performing teams.
KEY RESPONSIBILITIES
Sales Strategy & Planning:

• Scan the business environment and develop long-term and short-term business strategies, operating plans, and growth initiatives for the Aggregator business.
• Prepare and deliver Annual Operating Plans (AOPs) based on market intelligence, customer feedback, historical performance, and projected business opportunities.
• Forecast and monitor revenue, profitability, margins, and business performance to ensure achievement of growth targets.
• Build and strengthen business capabilities to support scalable growth across existing and emerging markets.
• Develop strategic growth plans for expansion across aggregators, new lanes, and global markets.

Business Development:

• Identify and onboard new aggregators, expand current and new markets, and business opportunities to drive revenue growth.
• Expand existing aggregator relationships by increasing lead flow and improving conversion ratios.
• Lead a team of Sales Managers and manage performance through structured reviews, coaching and business planning.
• Develop customized customer solutions and commercial proposals aligned to client requirements and competitive market dynamics.
• Drive strategic account management initiatives to strengthen customer retention and long-term partnerships.
• Identify opportunity for cross selling under the bucket of destination services in addition to move management.

Technology Enablement & Organisational Excellence:

• Drive automation and technology-led initiatives to improve process efficiency, lead management, customer responsiveness, and operational performance.
• Ensure productivity enhancements through automation to improve quality of lead management and conversion.
• Partner with internal digital and business teams to implement scalable systems, reporting tools, and process improvements aligned to business goals.
• Establish mechanisms for market intelligence tracking, management reporting, operational governance, and performance monitoring.
• Implement innovative practices, quality initiatives, cost optimisation programs, and revenue enhancement measures in collaboration with business and functional teams.

Revenue Management & Commercial Governance:

• Own and deliver revenue targets with desired profitability and turnaround timelines.
• Ensure timely and accurate invoicing while monitoring receivables, collections, working capital, and cash flow management.
• Collaborate with pricing teams to develop competitive and commercially viable pricing models.
• Monitor commercial performance, margins and cost structures to ensure sustainable profitability.

Customer Experience & Operational Liaising:

• Drive superior customer experience by improving response rates, service quality, and customer satisfaction metrics including Get 5 scores.
• Proactively intervene and facilitate resolution of critical customer escalations and operational challenges.
• Ensure strong coordination between sales and delivery teams to improve customer outcomes and service consistency.

People:

• Build and lead a high-performing sales and operations team to expand the consumer business vertical.
• Provide direction, motivation and training to the team to ensure optimum performance.
• Create a culture of ownership, respect, accountability, and understanding of business priorities across the organisation.

Compliance & Risk Management:

• Stay abreast of relevant laws, regulations, and compliance requirements related to immigration, tax, and relocation.
• Ensure that all services are delivered in compliance with applicable regulations and company policies.