About the Prospect
A energetic, growth-driven player in the fast-moving consumer goods (FMCG) sector, we’re reimagining brand-building, customer experience, and operational excellence through digital-first, data-led strategies. With deep roots in Indian consumer markets and a relentless focus on scaling innovation, we empower our leadership team to transform market insights into actionable growth engines — building iconic brands that resonate with evolving shopper behaviors.

Role & Responsibilities
Lead end-to-end CX strategy, aligning customer journey mapping, loyalty programs, and service design with commercial KPIs across brand and retail touchpoints.
Own P&L; accountability for CX initiatives, driving ROI through scalable customer retention, NPS uplift, and conversion optimization.
Partner with Marketing, Sales, and Supply Chain to embed customer-centric innovation into product launches, promotions, and distribution models.
Design and deploy omnichannel CX tech stacks — including CRM, conversational AI, and voice-of-customer analytics — to personalize engagement at scale.




Champion customer advocacy internally, institutionalizing feedback loops, journey analytics, and CX governance across cross-functional teams.
Build and mentor a high-performance CX team, fostering a culture of experimentation, customer obsession, and agile decision-making.

Skills & Qualifications
Must-Have
CRM platforms
Customer journey mapping
NPS & CSAT analytics
P&L; ownership
Omnichannel strategy
FMCG category experience
Stakeholder management
Agile methodologies
Preferred
Conversational AI tools
Customer data platforms (CDP)
GenAI for personalization

Perks & Culture Highlights
Hybrid work model with flexibility to balance strategic onsite engagement and focused remote execution.
Direct access to founders and influence over scaling CX innovation in a high-growth FMCG startup ecosystem.
Performance-linked incentives + equity prospects for impact-driven leadership.

📌 Cxo/director Fmcg Gurugram
🏢 UnfilterStory
📍 Gurugram