CXO/Director (FMCG)

About The Opportunity

A dynamic, 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
  
  

Benefits & 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 opportunities for impact-driven leadership.
  
  

Skills: customer journey mapping,agile,stakeholder management,agile methodologies,fmcg