Job Summary

You will build and grow business end-to-end with customer love at the center. Own the proposition, launch pipelines retention levers. Translate customer insight into product, messaging and experience that drives high NPS, strong repeat and long-term value.

Key Responsibilities

- Customer obsession insight

- Maintain a deep, up-to-date understanding of consumer behaviour, triggers, barriers and trends.

- Translate insight into product and communication propositions that create emotional trust and customer love.

- Champion a consumer-first mindset across product, marketing and operations.

- Customer experience NPS

- Design and run initiatives that measurably improve NPS and repeat rates.

- Identify and fix experience breakpoints (onboarding, first-use, delivery, support, subscription flows).

- Implement rapid-learning loops: triage low NPS feedback, run root-cause analysis, prioritise fixes, measure impact.

- Growth, funnels retention

- Optimise funnels for acquisition retention with a customer-first lens.

- Define launch pipelines and execution playbooks that balance short-term acquisition with long-term customer love.

- Cross-functional delivery culture

- Work closely with Sales, Marketing, Product, CX, Ops and Supply to translate customer insight into briefs, product changes and operational fixes.

- Build tools, dashboards and reporting that make customer health visible and actionable across the org.

- Recruit, coach and scale teams who operate with customer empathy and high execution cadence.

- Performance continuous improvement





- Prioritise initiatives using impact-on-NPS/retention and ROI. Scale what improves customer love and commercial returns.

- Own business outcomes and unit economics with an obsession on sustainable customer growth.

- Stay current on category market trends and competitor customer experiences; bring best practices that raise the bar.

Qualifications expectations

- 6 years relevant experience (category brand building preferred)

- Founder/entrepreneur or intrapreneur track record in B2C growth. (0 1 and scale)

- Experience with D2C / e-commerce is preferred.

- Deep consumer-first thinking - you convert insight into explicit commercial actions and emotionally resonant narratives.

- Strong analytical skills; comfortable with data, dashboards and experimentation.

- Bias for action: results-oriented, ownership mindset, able to operate in ambiguity and move fast.

- Excellent stakeholder communication - you can present clearly and drive cross-team alignment.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Role: Customer Onboarding - Non Voice,

Industry Type: Fitness & Wellness,

Department: Customer Success, Service & Operations,

Employment Type: Full Time, Permanent

Role Category: Non Voice

Education

UG: Any Graduate

PG: Any Postgraduate

Key Skills

Customer experienceProduct marketingBrand buildingWellnessOperationsContinuous improvementRoot cause analysisAnalytical skillsE-commerceEntrepreneur

📌 Category Lead (Health and Wellness) (Thane)
🏢 Mosaic Wellness
📍 Thane