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Senior Director, Business Development | Retail, E-Commerce, Travel & Hospitality
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* US
* Remote
Krisp is hiring a Senior Director of Business Development for retail, e-commerce, travel, and hospitality to build and own our commercial motion in this vertical globally. Krisp’s AI voice products run inside contact centers at scale, and this vertical matters most for multilingual demand, seasonal peaks, and cost per contact. The role targets retailers and marketplaces, direct-to-consumer brands, quick commerce and delivery platforms, airlines, online travel agencies, hotels, cruise lines, and car rental, plus the outsourcing partners and global capability centers (GCCs) that operate their care and reservations contact centers.
This is a remote, US-based individual contributor role reporting directly to Krisp’s Chief Commercial Officer. Expect 30% to 40% travel.
What you’ll do
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### Market Expansion and Opportunity Creation
Build the pipeline across retail and e-commerce, marketplaces and platform sellers, consumer brands, travel, transportation, and hospitality, and the BPOs and GCCs that run their voice operations. Focus on the functions where voice volume concentrates: order management and WISMO, returns and reverse logistics, delivery exceptions, payments and refunds, seller and merchant support, loyalty servicing, subscription save desks, trust and safety, reservations and bookings, disruption management and service recovery, baggage claims, and guest services. Position Krisp’s AI voice products against the outcomes these buyers are measured on. Partner with Sales to hand off qualified opportunities on time, and stay in the cycle where the relationship carries weight.
### Relationship Building
Build senior relationships on both sides of the market. Enterprise side: Chief Customer Officers, VPs of Customer Care and Customer Experience, Heads of Global Support Operations, VPs of Reservations and Guest Services, Heads of Trust and Safety, Heads of Workforce Management, and the vendor management offices that run the sourcing events. Partner side: retail and travel vertical leaders, growth officers, and solutions heads at the outsourcers. Represent Krisp at NRF Retail’s Big Show, Shoptalk, eTail, Customer Contact Week, HITEC, Skift, Phocuswright, Seatrade Cruise Global, and other vertical events.
### Product Awareness and Enablement
Run demonstrations and build business cases tailored to retail and travel buying centers. Translate Krisp’s capabilities into the language these buyers already use: cost per contact, contacts per order, average handle time, first-contact resolution, CSAT and NPS, containment, and peak-season staffing. Work with Sales, Customer Success, Marketing, and Product through negotiation, security review, onboarding, and deployment.
### Market Intelligence
Report back what the vertical is actually buying. Where multilingual and long-tail language coverage is creating budget. How peak and seasonal ramp decisions are made, and how that changes the buying calendar. How offshore, nearshore, and work-from-home delivery models are shifting. What competitors are winning with. Deliver it to Product, Marketing, and Sales in a form they can act on.
What we are looking for
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### Experience
12+ years in business development, enterprise sales, partnerships, or a senior operating role inside retail, e-commerce, travel, or hospitality, or equivalent. A record of opening enterprise consumer and travel accounts and closing complex, multi-stakeholder deals. Direct retailer, marketplace, airline, hotel, or CX outsourcer operating experience counts in place of a pure sales background.
### Networks
Active relationships across retailers and marketplaces, consumer brands, airlines and online travel agencies, hotels and cruise lines, and the retail and travel focused outsourcers and GCCs. Ability to turn those relationships into first meetings quickly.
### Skills
Fluency in retail and travel buying centers and vocabulary: WISMO and contacts per order, returns and reverse logistics, seller and merchant support, trust and safety, reservations and central reservation offices, disruption management and service recovery, peak and seasonal ramp. Understanding of how multilingual coverage is sourced and priced today. Able to build a business case with real numbers. Strong presenter in English.
### Location and Availability
Based in the United States, remote, with global vertical ownership. 30% to 40% travel, including international. Comfortable working across time zones with a global team.
### Personal Attributes
Self-starter who can build a vertical from a standing start. Credible with care operations, digital, security, and procurement audiences in the same week. Relationship-oriented, direct, and comfortable owning a market alone.
How to apply
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All interested candidates are encouraged to apply through this **form
**.
We highly appreciate all applications, however, only shortlisted candidates will be contacted for the next stages.
Krisp is an Equal Opportunity Employer
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All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We do not tolerate discrimination or harassment of any kind. All employees and contractors of Krisp treat each other with respect and empathy.
Come build the future of
Voice AI with us
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