Manager – Customer Experience & Brand

Position: Manager – Customer Experience & Brand Growth
Mommy First® | Neo Med Paren Tech India Pvt Ltd

Location:

Thiruvananthapuram, Kerala
Employment:  Full-time | Office-based
Compensation:  ₹4,00,000 – ₹6,00,000 per annum
Reporting to:  CEO/Board of Directors

About Mommy First Mommy First® is a US-based maternal wellness and postpartum recovery brand serving mothers across the  USA, Canada, Europe and the GCC .
We create thoughtfully designed products and care solutions that support women through pregnancy, childbirth, postpartum recovery, C-section recovery and breastfeeding.
We are now building our India operations from Thiruvananthapuram through Neo Med Paren Tech India Pvt Ltd, the Indian company behind Mommy First’s expansion in the country.

About the Role As one of our early hires in India, the  Manager – Customer Experience & Brand Growth  will play a key role in shaping how mothers experience, engage with and grow with the Mommy First brand in India.
This is not a traditional customer service or marketing-only role.
You will work across  customer experience, community development, customer retention, brand engagement, hospital initiatives, product launches and growth projects , while helping us understand what mothers need and translating those insights into practical business improvements.
The role will work closely with the  Operations Manager , founders, marketing partners and other functions to ensure that customer expectations, brand initiatives and operational execution remain closely connected.
We are looking for someone who understands customers, communicates exceptionally well, takes ownership and is excited about helping build a maternal wellness brand from an early stage.

Key Responsibilities Customer Experience & Engagement  Help design and continuously improve the Mommy First customer journey in India.
Manage customer enquiries, feedback, complaints and escalations with a strong focus on resolution and customer satisfaction.
Identify recurring customer issues and work with internal teams to address their underlying causes.
Develop clear processes and SOPs for customer communication, escalation and follow-up.
Track customer experience trends and identify opportunities to improve service, communication and retention.
Ensure customers receive consistent and professional communication across relevant channels.
Support post-purchase engagement and customer education initiatives.
Develop initiatives that encourage customer loyalty, repeat purchase and long-term brand engagement.
Community Development  Help build and grow the Mommy First community of expecting mothers, new mothers and families.
Develop online and offline community engagement initiatives.
Coordinate educational sessions, mother-focused programs, events and community activities.
Develop mechanisms for gathering structured customer and community feedback.
Identify common concerns, unmet needs and opportunities raised by mothers.
Work with management to translate community insights into potential products, services and educational initiatives.
Develop partnerships and collaborations that can strengthen the Mommy First community.
Brand Growth & Customer Insights  Support initiatives aimed at growing awareness, engagement and adoption of Mommy First products in India.
Use customer insights, feedback and behavioral trends to identify growth opportunities.
Work with marketing, content, creators, agencies and external partners where required.
Support customer-facing campaigns and brand initiatives.
Assist in developing customer retention and re-engagement programs.
Track relevant customer experience, community and growth KPIs.
Prepare routine reports and insights for management.
Help evaluate the effectiveness of customer and brand-growth initiatives.
Hospital & Partner Initiatives  Work closely…