Assistant Vice President - Business Development - Customer Support/CX Management & Operations Services

- We are seeking a strategic and growth-oriented AVP - Business Development (Customer Support, CX Management & Operations) to lead business expansion in the customer lifecycle management, contact center solutions, and CX transformation domains.

- The incumbent will be responsible for identifying high-value opportunities, acquiring new clients, and delivering customized, scalable solutions for customer support (voice, non-voice, chat, email), omnichannel experience, inbound/outbound operations, and CX analytics.

Key Responsibilities:

Sales Strategy & Business Planning:

- Define and drive the go-to-market strategy for Customer Support & CX Services across target industries - BFSI, E-commerce, Retail, Telecom, Healthcare, and EdTech.

- Own revenue generation, new client acquisition, and strategic partnerships for contact center operations and CX solutions.

- Identify customer pain points and build bespoke solutions combining people, process, and technology.

Client Acquisition & Key Account Development:

- Build and manage a robust pipeline of enterprise and mid-market clients for customer service outsourcing and CX transformation services.

- Lead end-to-end sales cycle: lead generation, proposal building, solutioning, negotiations, and closure.

- Develop deep relationships with CXOs, Heads of Customer Service, Operations, and Digital Transformation.

- Act as a trusted advisor, aligning Flamingo BPO's offerings with client needs and business goals.

Revenue & Profitability Management:

- Deliver against quarterly and annual revenue targets, ensuring healthy margins and long-term sustainability.

- Collaborate with the pricing, finance, and delivery teams to structure competitive yet profitable commercial proposals.

- Monitor post-win transitions and work with delivery teams to ensure seamless go-live and SLA adherence.

Solutioning & Cross-functional Collaboration:

- Work with internal stakeholders to craft customized proposals, including inbound/outbound voice processes, email/chat support, customer retention programs, and analytics-led interventions.

- Collaborate with delivery and product teams to bundle operations, CX analytics, and digital tools into unified offerings.

- Provide regular feedback to product and delivery teams on client needs and market gaps.

Market Intelligence & Branding:

- Track industry trends, competitive intelligence, and regulatory shifts in the customer experience domain.

- Represent Flamingo BPO in industry forums, client events, and networking meets to build brand visibility.

- Identify new verticals, geographies, and service areas to expand Flamingo's CX footprint.