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Category Lead (Health and Wellness)

Mosaic Wellness

6 years

Mumbai

Posted:5 hours ago

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Job Description

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 & 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. (01 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.

Skills Required

Product Marketing Customer Experience Onboarding Root Cause Analysis Sales Marketing Continuous Improvement Brand Building B2c E-commerce Strong Analytical Skills Customer service

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