Category Lead (Health and Wellness)

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.