Description:

Job Purpose:

Lead the strategic vision, growth, and profitability of the Direct-to-Consumer (D2C) business. This role is responsible for driving revenue, customer acquisition, and customer experience while building a market-leading hospitality service app. The Business Head will champion innovation, scale operations, and cultivate strong partnerships with upscale merchants to deliver exceptional user and merchant experiences.

Key Responsibilities:

- Define and execute the overall D2C business strategy, ensuring alignment with the companys long-term vision and growth objectives.

- Provide end-to-end ownership of the D2C P&L, including budget allocation and cost optimization across customer acquisition, product development, infrastructure, operations, and people.

- Lead and collaborate with cross-functional teams (Product, Technology, Marketing, Operations, and Customer Support) to drive product innovation, feature enhancements, platform scalability, and service excellence.

- Identify, evaluate, and pursue strategic growth opportunities, including new market segments, product offerings, partnerships, and alliances to strengthen the D2C ecosystem.

- Negotiate and close strategic agreements with merchants, technology partners, institutions, and other key stakeholders, ensuring sustainable and mutually beneficial relationships.

- Oversee customer acquisition and growth strategies, leveraging digital marketing, data-driven user behavior insights, and performance marketing initiatives.

- Drive customer retention and engagement programs to reduce churn and maximize customer lifetime value (LTV).

- Lead merchant onboarding and relationship management, ensuring a high-quality, curated portfolio of upscale merchants, while enabling merchants to optimize visibility, offerings, and performance on the platform.

- Partner with the Technical Program Management and Product teams to prioritize feature enhancements, platform stability, and ongoing maintenance initiatives.

- Ensure robust merchant and consumer support frameworks are in place to enable timely issue resolution and high service standards.

- Define, monitor, and analyze key performance indicators (KPIs) to measure business performance, growth, profitability, and customer satisfaction.

- Prepare and present periodic business reviews and strategic reports to senior leadership and key stakeholders.

Education, Experience & Competencies:

Education:

Required: Bachelors degree (BBA / B.Tech / B.Com or equivalent)

Preferred: Masters degree (MBA in Sales & Marketing, Information Management, or related discipline)

Experience:

- 12+ years of experience in business development, general management, or growth leadership roles.

- Strong hands-on experience with D2C business models, preferably within hospitality, consumer internet, marketplaces, or technology-driven platforms.

- Proven track record of scaling consumer-facing digital businesses and managing P&L ownership.

Critical Competencies:

Technical & Functional:

- Strong familiarity with e-commerce platforms and mobile app ecosystems.

- Proficiency in data analytics, market research, and performance metrics to drive informed decision-making.

- Solid understanding of B2B merchant partnerships and D2C user acquisition, engagement, and growth methodologies.

Leadership & Behavioral:

- Strategic thinker with strong execution capability.

- Excellent stakeholder management and negotiation skills.

- Ability to lead, inspire, and scale high-performing cross-functional teams.

- Customer-centric mindset with strong commercial acumen.