CXO/Director (FMCG)

UnfilterStory; Gurugram District; Hybrid; INR 2,200,000 - 3,800,000; Full time

Benefits offered by this job

Hybrid work model

Direct access to founders

Equity opportunities

Performance-linked incentives

Job summary

UnfilterStory in India seeks a dynamic CX leader to drive end-to-end strategy across brand and retail touchpoints, aligning journey mapping, loyalty, and service design with business KPIs.

You will build and mentor a high-performance CX team, own P&L for CX initiatives, and collaborate with Marketing, Sales, and Supply Chain to embed customer-centric innovation into product launches and promotions. The role offers hybrid work with equity opportunities in a high-growth FMCG startup.

Qualifications

• Must-have experience with CRM platforms and omnichannel CX.
• Expertise in customer journey mapping and NPS/CSAT analytics.
• P&L ownership and ROI-driven CX initiatives.
• Experience in FMCG and stakeholder management.
• Familiarity with agile methodologies and cross-functional delivery.
• Preferred: Conversational AI tools, CDP, GenAI for personalization.

Responsibilities

• Lead end-to-end CX strategy, mapping journeys, loyalty, and service design with KPIs.
• Own P&L accountability for CX initiatives and ROI through retention and conversion.
• Partner with Marketing, Sales, and Supply Chain to embed CX into launches and promotions.
• Design and deploy omnichannel CX tech stacks to personalize engagement at scale.
• Champion customer advocacy, feedback loops, and CX governance across teams.
• Build and mentor a high-performance CX team in a culture of experimentation.

Skills

Customer journey mapping

NPS analytics

CSAT analytics

P&L ownership

Omnichannel strategy

Stakeholder management

Agile methodologies

GenAI for personalization

Tools

CRM platforms

Conversational AI tools

CDP

Job description

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.

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