Head of B2C (Consumer Services)

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)