Director - Customer Growth - B2B Marketplace

Role Overview

Lead and scale customer acquisition, activation, retention, and expansion initiatives across clusters or regions. You'll define growth strategy and drive execution through cross-functional collaboration, data insights, P&L accountability, and team leadership.

Key Responsibilities

Strategic Leadership & P&L Ownership

- Define and execute scalable customer growth strategy with measurable financial outcomes, closely managing P&L at cluster/regional level

Team & Stakeholder Management

- Build, mentor, and inspire Customer Growth teams. Align with Sales, Supply Chain, Marketing, and Tech stakeholders to create cohesive, performance-driven initiatives.

Acquisition & Activation

- Design and lead campaigns-hyperlocal events, partnerships, promotions-to drive new customer acquisition and initial store success (onboarding, product assortment, service quality)

Retention & Expansion

- Analyze store-level metrics to increase repeat orders, optimize product mix and stock availability, and implement structured loyalty or reactivation programs.

Data Analytics & Reporting

- Architect dashboards/workflows to monitor KTIs/KPIs (growth, retention, CSAT), generate insights, and apply structured feedback loops for continuous improvement.

Process & Operational Discipline

- Develop SOPs, performance metrics, escalation protocols; ensure strict alignment with customer experience goals.