The
Customer & Partnership Officer(BD Manager) plays a crucial role in enhancing customer satisfaction and expanding strategic partnerships for the company. This position is responsible for building strong relationships with users, corporate clients, and partner organizations to support business growth, improve brand loyalty, and deliver excellent customer experience. The role combines customer relations, account management, and business development in the fast-paced environment of a ride-hailing service.
Key Responsibilities
Customer Relations & Retention
- Manage daily customer engagement, feedback, and issue resolution via various channels (email, social media, in-app, etc.).
- Monitor and analyze customer satisfaction metrics, reviews, and service quality indicators.
- Develop customer loyalty programs and initiatives to improve user retention and engagement.
- Coordinate with support teams to address escalated complaints and ensure timely resolution.
Partnership Development & Account Management
- Identify, engage, and maintain relationships with corporate clients, institutions, and strategic partners.
- Pitch the companys services to potential business clients and negotiate partnership agreements.
- Onboard new partners and manage their accounts, ensuring service alignment and satisfaction.
- Collaborate with marketing and sales teams to create co-branded campaigns or joint ventures.
Market Research & Business Insights
- Conduct research to identify potential partnership opportunities and customer trends.
- Analyze competitor activities, customer feedback, and partnership performance to inform strategy.
- Provide regular reports and insights on customer behavior, client activity, and partnership ROI.
Event & Campaign Support
- Assist in planning and executing promotional events, partner activations, and marketing campaigns.
- Represent the company in meetings, expos, or community events when required.
- Bachelors degree in Business Administration, Marketing, Communication, or related field.
- At least 23 years of experience in customer service, account management, or business development.
- Experience in tech, ride-hailing, logistics, or startup environments is a plus.
- Excellent interpersonal and negotiation skills.
- Strong written and verbal communication abilities.
- Customer-first mindset with problem-solving capabilities.
- Familiarity with CRM tools, Google Workspace, and data reporting tools is an advantage.
