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
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• 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 & NPSDesign 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 clear 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 rapid.
• Excellent stakeholder communication — you can present clearly and drive cross-team alignment.

📌 Category Lead (Thane)
🏢 Mosaic Wellness
📍 Thane