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