Job Purpose:

Lead the strategic direction and growth of the Direct-to-Consumer (D2C) business segment, driving revenue, customer acquisition, and service. Develop and execute cutting-edge business strategies to create exceptional user experiences and cultivate strong relationships with upscale merchants, ensuring market leadership in the hospitality service app industry.

Key Responsibility Responsibilities

Responsibilities

- Develop and execute the overall D2C business strategy, aligning with the company's vision and goals.
- Lead cross-functional teams to drive product innovation, feature development, market expansion, and product support.
- Identify and pursue strategic opportunities for revenue growth; including new market segments, product offerings, and initiatives to establish partnerships and alliances that enhance the D2C ecosystem.
- Own product level profitability by ensuring optimal allocation of budgets and monitoring various costs (CAC, development costs, infrastructure costs, support costs, people costs, etc.)
- Negotiate and finalize agreements with key stakeholders like merchants, technology partners, and institutions while ensuring mutually beneficial partnerships.
- Oversee customer acquisition initiatives by leveraging digital marketing, user behavior & user growth strategies; oversee customer retention programs to minimize churn rate & maximize lifetime value.
- Lead merchant onboarding efforts, ensuring a diverse and curated selection of upscale merchants on the platform by providing support and guidance to optimize the merchant’s presence and offerings.
- Liaison with the technical program management team in prioritizing various feature enhancement and maintenance support.




- Ensure adequate support is extended for timely resolution of merchant and consumer queries & issues
- Define and track key performance indicators (KPIs) to measure the success of D2C business initiatives and present periodic business reports to TLC leadership and other stakeholders.

Key Performance Indicators Strategic: Reposition TLC DigiTech’s value proposition both internally and externally in line with organization’s strategic objectives

Primary:

1.Revenue from D2C offerings

2.Direct costs as a percentage of revenue – Apportioned employee costs, technology costs, customer service costs, admin costs

3.CAC – Cost of acquiring a new customer

4.Contribution Margin 1 (CM1)

Difference of total revenue and variable costs directly associated and apportioned with delivering services (employee cost, customer service cost, infrastructure cost)

5.Contribution Margin 2 (CM2)

Difference of CM1 and apportioned service delivery fixed costs (payment gateway expense) & marketing costs (CAC)

6.Growth in total number of user signups

7.Growth in total number of merchants onboarded

Secondary:

1.Number of new cities/districts where Kitty Party launched/operations set-up

2.Number of new products/experiences added in the Kitty Party portfolio

3.Churn Rate (% of lost customers to total customers at the start of time-period)

4.Completeness of product feature (timeline and bug quality score)

5.Customer Satisfaction score (CSAT)

Education

Required: Bachelor's degree – BBA/B.Tech/B.Com

Recommended: Master’s Degree – MBA (Sales & Marketing, Information Management)

Experience

12+ years of experience in business development with strong understanding of D2C business models, preferably in hospitality and/or technology

📌 Business Head,C (New Delhi)
🏢 TLC DigiTech
📍 New Delhi