Role Overview:

The D2C Supply Chain Head plays a critical role in optimizing and managing end-to-end supply chain operations for the Direct-to-Consumer (D2C) business. This position is central to achieving the organization's growth plans for the D2C vertical and requires close collaboration with business, demand planning, logistics, inventory management, and IT teams. The role focuses on strengthening processes, enhancing system capabilities, and driving operational excellence to improve the post-order customer delivery experience.

Key Responsibilities:

1. Strategic Planning & Implementation:

- Develop and implement comprehensive supply chain strategies to improve efficiency and control costs.

- Participate in monthly Sales & Operations Planning (S&OP) with business and key stakeholders to align supply chain operations with organizational goals.

2. Logistics & Distribution:

- Drive end-to-end logistics performance, covering both forward and reverse logistics.

- Ensure On-Time In-Full (OTIF) deliveries by optimizing logistics processes and ensuring inventory availability across locations.

- Monitor logistics partners' performance and work with the team to improve last-mile delivery metrics.

3. Inventory Control:

- Oversee procurement and inventory deployment for both traded and in-house products.

- Maintain optimal inventory levels to prevent stockouts or excess inventory.

- Establish clear processes for timely returns accounting, salvaging, and inventory reconciliation.

4. Marketplace Metrics Monitoring:

- Monitor critical marketplace KPIs such as Order Defect Rate (ODR) and On-Time Delivery Rate (OTDR).

- Ensure no breach of marketplace SLAs and adherence to committed customer promise dates.

5. Process Improvement:

- Lead initiatives to enhance supply chain efficiency through automation, system improvements, and best practices.

- Regularly evaluate performance metrics to drive continuous improvements.

6. Team Leadership:

- Lead and mentor cross-functional teams to build a culture of accountability and high performance.

- Instill a strong customer-centric mindset across the department.

7. Market Understanding:

- Stay updated on market trends, customer behavior, and competitor strategies to make informed decisions and refine supply chain strategies.

8. Third-Party Installation Management:

- Manage third-party contractors responsible for installation and packaging services.

- Provide technical support to resolve on-site issues, manage spare parts, and ensure timely installation.

- Gather customer feedback to enhance post-delivery experience.

9. Real-Time Data Integration:

- Integrate systems that enable real-time visibility of inventory, order status, and shipping information.

- Build intuitive dashboards for performance monitoring and train teams for effective usage.

10. Transportation Management:

- Optimize transportation routes, delivery models, and dispatch processes to ensure timely deliveries from multiple hubs or locations.

11. Performance Monitoring & Analytics:

- Track fulfillment performance via KPIs such as order accuracy, delivery speed, logistics cost, and customer feedback.

- Use analytics to identify bottlenecks and implement corrective measures.

12. Cross-Functional Collaboration:

- Work closely with supply chain, sales, and customer service teams to maintain alignment on inventory planning and fulfillment strategies.

13. Returns Management:

- Develop and implement strategies for efficient returns management.

- Target reducing overall return rates below 6% while ensuring high customer satisfaction.

- Analyze return patterns and collaborate with product, quality, and operations teams for improvement opportunities.

14. Omni-Channel Capability Building:

- Support the organization's growth strategy to scale omni-channel operations across COCO stores, own website, and marketplace platforms.

- Collaborate with the COCO team to understand store-level needs and fulfillment expectations.Build a customer-centric supply chain that delivers a seamless, consistent experience across online and offline channels.

- Enable multiple fulfillment options such as in-store pickup, home delivery, and same-day delivery.

Qualifications:

Education: Bachelor's degree in Supply Chain Management (preferred), Engineering, Business Administration, or related fields. MBA/Master's degree is preferred.

Experience: 8-14 years of supply chain management experience, preferably in D2C, eCommerce, or consumer-focused industries.

Technical Skills:

SAP MM

WMS platforms

Uniware / Vinculum

TMS (Transportation Management Systems)

Network planning tools

Advanced planning and forecasting systems

Skills & Competencies

Strong analytical and data interpretation skills.

Excellent communication, negotiation, and conflict resolution abilities.

Proven track record of building and leading high-performance, customer-centric teams.

Ability to excel in a fast-paced, dynamic environment with multiple priorities.

Strong problem-solving abilities and a continuous improvement mindset.