Job Description
Chief Growth Officer (CGO)
Location: Mumbai, India
Industry: BPO / Call Center Operations
Role Overview
Looking for a highly driven and entrepreneurial Chief Growth Officer (CGO) to lead revenue generation and market expansion for the client's new Mumbai call center facility. This role is focused on building pipelines, acquiring clients, forming strategic partnerships, and scaling sustainable revenue streams.
The ideal candidate is a growth architect - someone who can position the company as a preferred outsourcing partner globally while ensuring sales commitments align with long-term client success. Operational awareness is considered an advantage, not a requirement.
Key Responsibilities
Business Development, Sales & Revenue Growth
- Develop and execute a structured business development strategy to achieve aggressive revenue targets
- Build, manage, and continuously expand a high-value sales pipeline
- Lead end-to-end sales cycles from prospecting to contract closure
- Establish pricing strategies that ensure competitiveness while protecting margins
- Track pipeline health, conversion rates, and revenue forecasts
- Identify and secure clients across sectors such as e-commerce, fintech, telecom, healthcare, SaaS, logistics, and retail
- Expand presence in target markets including the US, UK, GCC, and APAC
- Develop entry strategies for new verticals and service offerings
- Position the company as a preferred outsourcing and CX partner
- Build partnerships with outsourcing brokers, consultants, and technology vendors
- Establish referral networks and channel partnerships to accelerate growth
- Represent the company at industry events, trade shows, and networking forums
- Lead RFP/RFQ responses, solution design, and pricing models
- Negotiate contracts and SLAs with a focus on long-term value and client retention
- Identify upsell and cross-sell opportunities within existing accounts
- Build long-term client relationships that drive recurring revenue
- Conduct quarterly business reviews and present performance insights
- Contribute to go-to-market messaging, case studies, and capability decks
Team Leadership & Culture
- Build and lead a high-performing growth and account management team
- Foster collaboration between sales, delivery, and support functions
- Establish performance targets and accountability frameworks
- Promote a culture of ownership, agility, and results
Financial & Performance Management
- Own revenue targets and contribute to overall profitability
- Ensure growth strategies align with margin and sustainability goals
- Develop forecasts and growth projections for leadership review
- Optimize client mix to balance revenue and profitability
Client & Stakeholder Management
- Serve as executive sponsor for key client relationships
- Ensure client satisfaction, retention, and long-term partnerships
- Handle escalations and drive resolution strategies
- Maintain strong relationships with internal and external stakeholders
Good to Have: Operations Awareness
- Understanding of call center KPIs such as SLA adherence, CSAT, AHT, and utilization
- Ability to align sales commitments with delivery capabilities
- Experience collaborating with operations teams to ensure service readiness
- Awareness of scalability planning and resource modeling
Required Qualifications
- 15+ years of experience in BPO / call center sales, business development, or growth leadership
- Proven track record of achieving significant revenue targets and acquiring enterprise clients
- Strong understanding of outsourcing, CX, or managed services markets
- Excellent negotiation, communication, and stakeholder management skills
Preferred Traits
- Entrepreneurial mindset with a builder mentality
- Strategic thinker with hands-on execution capability
- Strong commercial acumen and data-driven decision-making
- Natural relationship builder with strong market credibility
- Comfortable in fast-growth, high-accountability environments
