Purpose/Objective

Lead - Cargo Commercial & Business Development is responsible for driving growth and revenue through strategic business initiatives while ensuring the highest level of customer service is delivered.

This dual role involves identifying and pursuing new business opportunities, fostering relationships with key stakeholders, and overseeing the customer service team to maintain service excellence.

Key Responsibilities of Role

Tactical Business Development Execution: Craft and execute detailed strategies to expand business opportunities and enhance service offerings, focusing on increasing market share and customer satisfaction.

Conduct in-depth market research to identify recent business and service opportunities, and evaluate the potential for innovative partnerships and customer service enhancements.

Contract Management: Facilitate the negotiation of contracts with partners and manage customer relationships, ensuring alignment with strategic objectives and high service quality standards.

Provide expertise in deal structuring, customer service protocols, financial due diligence, and analysis to maximize value and compliance across business and service operations.

Customer Relationship Management: Build and maintain strong relationships with key customers, partners, and stakeholders to drive long-term loyalty and business growth.

Oversee the development and execution of customer retention programs and loyalty initiatives to enhance customer engagement.

Resolve complex customer issues and complaints in a timely and effective manner to maintain high levels of customer satisfaction.

Develop and implement customer service standards, policies, and procedures to ensure consistent delivery of high-quality services.

Market Analysis and Benchmarking:



Prepare and present regular reports on business development activities, customer service performance, and market trends to senior management.

Leverage market intelligence to tailor business development strategies in alignment with HO and create effective marketing initiatives for the cargo vertical.

Collaborative Team Leadership: Lead teams in business development and customer service towards unified strategic goals, ensuring all activities support the organization's overarching objectives.

Foster a collaborative environment that values knowledge sharing, professional development, and the pursuit of best practices in both business development and customer service.

Digital Mindset: Keep up with digital and AI advancements to enhance business and maintain competitiveness.

Key Stakeholders - Internal: Head - Cargo Commercial & Business Development Business Development Team, Marketing Specialists Commercial Team Operations Team Customer Service Representatives IT Support for Management Systems Legal Advisors for Contracts and Compliance Key Stakeholders - External: Service Providers Freight Forwarding Partners Logistics and Supply Chain Service Providers Regulatory Agencies Trade Associations Local Businesses Travel and Transport Agencies

Technical Competencies

Conflict Resolution-AAHL,Contract Management-AAHL,Customer Service Management-AAHL,Data Analysis and Interpretation-AAHL,Market Intelligence and Competitor Analysis-AAHL,Regulatory Compliance-AAHL,Sales Performance Analysis-AAHL,Sales Strategy-AAHL

Qualifications and Experience

Educational Qualification: Master's Degree in Business Administration, Marketing, Aviation Management, or a related field.

Work Experience: 10+ years of experience in business development, preferably in the aviation industry, including strategic partnerships, contract negotiations, and market analysis.

📌 Manager - Cargo Commercial & Business Development (Mumbai)
🏢 Adani Group
📍 Mumbai