Head of Business Development & Customer Service

Job Description:

Key Responsibilities:

Business Development Leadership

• Develop and execute a comprehensive business development strategy to achieve growth objectives.
• Identify new revenue streams by generating and pursuing leads, building networks, and leveraging market opportunities.
• Establish and manage key client relationships, ensuring retention and expansion of services.
• Collaborate with senior leadership to set sales and business development targets, ensuring consistent achievement and growth.
• Drive referral programs and generate leads through existing client networks.
• Use data and market insights to identify opportunities and develop customized sales pitches and proposals.

Customer Service Excellence

• Build and manage a high-performing customer service team to deliver exceptional service.
• Ensure a seamless onboarding experience for new clients, establishing a strong foundation for long-term relationships.
• Develop processes and policies to streamline customer interactions and improve satisfaction.
• Handle escalations and ensure timely resolution of complex customer concerns.
• Use customer feedback to identify trends and areas for improvement, integrating findings into business strategies.

Marketing Integration

• Collaborate with the marketing team to align business development and customer service efforts with overall brand strategies.
• Provide input for targeted campaigns and promotional activities based on client feedback and market trends.
• Develop and refine marketing materials to support business development efforts and enhance customer engagement.

Performance Measurement & Reporting

• Monitor and analyze key performance indicators (KPIs) for both business development and customer service teams.
• Regularly report on revenue growth, client retention, and team performance to senior management.
• Adjust strategies based on performance data to ensure continuous improvement and achievement of goals.

Key Qualifications:

• Proven experience in a business development role with a strong track record of achieving and exceeding revenue targets.
• Background in customer service leadership, ideally in a service-driven industry.
• Experience in marketing or demonstrated ability to integrate sales, customer service, and marketing strategies.
• Strong understanding of CRM tools and sales funnel management.
• Exceptional negotiation, communication, and interpersonal skills.
• Analytical mindset with the ability to interpret market trends and data to inform strategies.
• Self-motivated and results-oriented, with the ability to manage multiple priorities effectively.