Job Description

Head of B2C (Consumer Services) - Senior Leadership Role

Location:

India / Dubai

Reporting To:

Chief Commercial Officer

About the Role

We are hiring a

Head of B2C

to lead the strategy, innovation, and commercial growth of customer-facing services within a

regulated, government-linked services environment

.

This is a

global leadership role

responsible for building and scaling

B2C revenue streams

, improving customer experience, driving service adoption, and managing a large partner ecosystem. The role carries

direct P&L ownership

and focuses on monetizing value-added services delivered alongside mandatory government processes in a highly compliant and controlled environment.

Key Responsibilities

B2C Strategy, Service Innovation & Revenue Growth

Define and execute the global

B2C strategy

across digital services, in-centre services, and partner-led offerings. Own and drive

P&L performance

including revenue growth, pricing strategy, service penetration, conversion, and yield per customer. Build scalable

consumer revenue ecosystems

across physical centres, digital journeys, and approved partner services. Identify and launch new

contract-compliant, regulation-approved

value-added services.

Partnership Development & Ecosystem Expansion

Build and manage a strong

partner ecosystem

including: Travel agencies Corporates Online travel platforms Mobility and service providers Service aggregators Identify and onboard third-party providers for services such as: Insurance Courier & logistics Documentation services Travel and mobility services Manage senior external stakeholders including

government bodies, diplomatic missions, and institutional partners

. Drive

large-scale consumer adoption

in complex, regulated B2C environments.

Cross-Functional Leadership, Governance & Compliance

Work closely with

Operations, IT, Product, Marketing, Finance, Legal, and Regional Heads

to ensure compliant and secure service rollouts. Ensure strict adherence to

governance, compliance, risk management, and internal control frameworks

. Proactively identify business risks and drive mitigation actions. Lead from the front in

execution, problem-solving, and delivery

in a complex, multi-country environment.

People Leadership & Succession Planning

Build, manage, and develop high-performing leadership teams. Drive performance management, training, and leadership development. Maintain a strong

succession pipeline

for critical roles.

Sustainability, Ethics & Governance

Ensure strong

corporate governance and ethical business practices

. Promote sustainability initiatives and responsible business operations. Ensure strict adherence to

Anti-Bribery and Compliance frameworks

and organizational policies.

Education

Bachelor's degree in Business, Marketing, Commerce, Hospitality, or related field. MBA or Master's in Marketing, General Management, International Business, or similar preferred.

Experience

15-20 years

of senior leadership experience in: B2C businesses Commercial strategy Partnerships Product / ecosystem development Customer experience Experience working in

regulated, compliance-driven, or government-linked environments

is highly preferred. Strong experience managing

large cross-functional and multi-country teams

. Proven track record in

driving revenue growth and scaling consumer services

. Strong

digital marketing and performance marketing

background with data-driven decision-making. Executive presence with experience managing

C-level and senior external stakeholders

.

Key CompetenciesLeadership & Behavioral

Strategic leadership Strong communication & stakeholder management Execution excellence Digital fluency Agility & adaptability Results-driven mindset High ethical standards

Functional

B2C sales & revenue strategy Partnerships & ecosystem development Business development Marketing & promotions Media & brand handling

Why This Role?

Global leadership impact Direct ownership of large-scale B2C revenue Operate in a

unique, regulated, high-scale consumer services environment

High visibility role working with governments, institutions, and global partners
Job Type: Full-time

Application Question(s):

Salary Expectations?
Experience:

Consumer Services industry: 10 years (Required) Commercial Partnership: 10 years (Required) improving customer service Digital & In Physical office: 10 years (Required) government-linked Consumer services (Visa/Passport/Tourism): 5 years (Required) B2C revenue growth: 10 years (Required) * managing third-party providers: 8 years (Required)