Commercial Growth & Customer Experience Manager

About the role

We are looking for a commercially driven, hands‑on manager to own revenue growth and customer experience across our passenger and courier services. Reporting directly to the General Manager, you will acquire new business, optimise pricing, turn marketing into measurable sales, and improve the overall customer journey.

Key responsibilities

• Identify, pitch and close business clients for passenger and courier services, including companies, NGOs, schools, universities, churches, hotels and travel agencies.
• Build and manage corporate accounts, group bookings and regular parcel delivery contracts.
• Develop partnerships and sales agents to increase passenger numbers and shipment volumes.
• Maintain an up‑to‑date sales pipeline and structured sales funnel with measurable revenue targets.
• Own the CRM strategy, segment customers, design retention and loyalty programmes, and reactivate churn‑risk accounts.
• Review fares and courier rates, propose and run pricing initiatives such as peak/off‑peak fares and corporate rates.
• Track revenue by route, branch and service and recommend actions to maximise seats and shipments.
• Lead the marketing plan and budget, coordinate graphic design and social media agencies, and grow online bookings.
• Ensure brand consistency across branches, vehicles and digital channels.
• Manage the complaints and feedback process, define service standards, conduct surveys and act on insights.
• Monitor online reviews and reputation, and work with operations to implement improvements.

Required profile

• Proven experience in business development, sales or commercial management, preferably in transport or logistics.
• Strong analytical mindset with ability to use data for pricing, revenue tracking and customer segmentation.
• Comfortable working both in the field and with numbers, and capable of building a function from the ground up.
• Excellent communication and stakeholder management skills to work with branches, partners and external agencies.

Required skills