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Head of Consumer Experience | Tier 1 Global FMCG

Mumbai Permanent View Job Description
The Head of Consumer Experience (CX) is responsible for orchestrating, designing, and scaling world-class, frictionless, and hyper-personalized online and offline consumer journeys across all divisions and brands in India
  • Opportunity to work with a Tier 1 Global FMCG firm
  • Opportunity to head the Consumer Experience vertical for the BU

About Our Client

Our client is a Tier 1 Global FMCG firm

Job Description

CX Strategy & Omnichannel Journey OrchestrationDefine and execute the end-to-end CX and DDX (Data-driven Consumer Experiences) vision across touchpoints (Brand Websites, D2C, Social, e-Commerce, In-Store, Care, Messaging).Map and optimize full-funnel consumer journeys to boost acquisition, cross-sell/upsell, loyalty, retention, and Net Promoter Score (NPS / CSAT).Tech Architecture, CDP & Consumer Data Ecosystem (CDE)Architect and lead the roadmap for in India, ensuring end-to-end integration across data ingestion, identity resolution, enrichment, and real-time activation.Deeply understand and orchestrate integrations between SFMC (Salesforce Marketing Cloud), AdTech/DSP platforms (DV360, Amazon DSP, Meta Ads), Clean Rooms, and enterprise data warehouses.Digital Product Management (Websites, CRM, Services)Own the technical product roadmap for consumer-facing digital assets, including Brand Websites, CRM engines, and conversational commerce (WhatsApp/Chatbots).Drive Agile product development lifecycles: backlog prioritization, requirement briefing with Tech teams, sprint reviews, and User Acceptance Testing (UAT).Oversee deployment and optimization of Tech Digital ServicesMeasurement, Performance & InsightsOwn CX performance KPIs: Consumer Lifetime Value (CLV), active 1P database growth, retention rate, opt-in/enrichment rates, bounce rates, conversion rates, and CSAT/NPS.

The Successful Applicant

We're looking for someone who has:

  • Minimum 10+ years of relevant industry experience
  • Progressive experience in CX, Digital Product Management, MarTech/AdTech Engineering, or CRM/DDX leadership, preferably within FMCG/Beauty, Retail, or scaled E-Commerce environments
  • CRM / MarTech: Hands-on mastery of Salesforce Marketing Cloud (SFMC) (Journey Builder, Automation Studio, Contact Builder, AmpScript/SQL).
  • AdTech & DSP: Strong understanding of DSPs (e.g., DV360, Amazon DSP), AdTech cookies/ID resolution, Meta/Google CAPI, and Data Clean Rooms for audience activation.
  • Product & Web Tech: Proven track record in CMS platforms (Sitecore, AEM, etc.), Website Factory models, UX/UI best practices, and Agile frameworks.

What's on Offer

  • Opportunity to work with a Tier 1 Global FMCG firm



Quote job ref
JN-092026-7113055

Job summary

Function
Marketing
Sub Sector
Digital, Online & Social Media
What is your area of specialisation?
FMCG (Fast Moving Consumer Goods)
Location
Mumbai
Job Type
Permanent
Job Reference
JN-092026-7113055

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.