The Head of Logistics & Reverse Logistics will be responsible for leading and optimizing end-to-end logistics, warehousing, last-mile delivery, and reverse supply chain operations for a large-scale e-commerce business. The role ensures fast, reliable, and cost-efficient movement of products from sellers to customers and seamless handling of returns, refunds, and replacements while maintaining high standards of accuracy, compliance, and customer experience.

This position requires strong leadership, strategic planning, partner management, and deep expertise in e-commerce fulfillment and reverse logistics at scale.

Key Responsibilities:

1. Forward Logistics & Distribution Management:

- Lead inbound and outbound logistics operations across fulfillment centers, dark stores, and regional hubs.

- Design and optimize delivery routes, line-haul movement, and last-mile distribution models.

- Ensure timely order fulfillment to end customers, marketplaces, and omni-channel partners.

- Manage courier, 3PL, and last-mile delivery partners, including contract negotiations and cost control.

- Support peak planning, festive sales, and high-volume campaigns with scalable logistics capacity.

2. Warehousing & Inventory Operations:

- Oversee warehouse operations including receiving, storage, picking, packing, and dispatch.

- Ensure inventory accuracy, FIFO/FEFO compliance (where applicable), shrinkage control, and space optimization.

- Drive adoption of WMS, OMS, ERP systems, and automation solutions to improve efficiency and scalability.

- Implement best-in-class warehouse processes and productivity benchmarks.

3. Reverse Logistics & Returns Management:

- Own end-to-end reverse logistics operations including customer returns, exchanges, refunds, damaged goods, and RTOs.

- Define and implement SOPs for returns handling, inspection, grading, restocking, refurbishment, liquidation, or disposal.

- Coordinate with customer experience, finance, quality, and category teams for faster return turnaround and credit processing.

- Optimize reverse logistics costs while improving customer satisfaction metrics.

4. Transportation, Line-Haul & Last-Mile Management:

- Manage national and regional transportation networks including line-haul, inter-city movement, and last-mile delivery.

- Implement route optimization, GPS tracking, and real-time visibility tools.

- Improve delivery success rates, reduce RTOs, and enhance first-attempt delivery performance.

- Drive fuel efficiency, load optimization, and cost-reduction initiatives.

5. Vendor & Partner Ecosystem Management:

- Lead partnerships with 3PLs, courier companies, warehouse service providers, and reverse logistics vendors.

- Define SLAs, service scorecards, and governance models for logistics partners.

- Conduct regular vendor reviews and implement corrective action plans.

- Support commercial negotiations and long-term strategic partnerships.

6. Compliance, Risk & Safety Management:

- Ensure compliance with transportation laws, labor regulations, data security, and marketplace guidelines.

- Implement safety standards, audits, and risk mitigation plans across warehouses and logistics operations.

- Develop contingency plans for disruptions such as demand spikes, weather issues, or partner failures.

7. Cost Optimization & Performance Management:

- Own logistics and reverse logistics budgets and monitor cost performance.

- Drive continuous improvement initiatives using Lean, Kaizen, and process excellence frameworks.

- Track and improve key KPIs including OTIF, cost per order, delivery TAT, RTO %, return cycle time, and warehouse productivity.

- Use data analytics and dashboards to support leadership decision-making.

8. Team Leadership & Governance:

- Build, mentor, and lead high-performing logistics, warehouse, and reverse logistics teams across locations.

- Establish governance cadence through structured reviews, performance dashboards, and escalation mechanisms.

- Promote a culture of accountability, customer-centricity, and operational excellence.

Key Skills & Competencies:

- Deep understanding of e-commerce fulfillment and reverse logistics operations

- Strong expertise in last-mile delivery, RTO reduction, and returns optimization

- Vendor and 3PL management with strong commercial acumen

- Data-driven decision-making and KPI-led performance management

- Experience scaling logistics operations in high-growth environments

- Strong leadership, stakeholder management, and execution focus

Required Qualifications:

- Bachelors degree in Operations, Logistics, Supply Chain, Engineering, or Business Administration.

- MBA / PGDM in Supply Chain, Operations, Logistics, or General Management is preferred.

- Certifications in Supply Chain, Logistics, or Process Excellence are an added advantage.

Required Experience:

- 12 TO 18+ years of experience in e-commerce logistics, supply chain operations, or omni-channel fulfillment.

- Proven leadership experience managing large-scale forward and reverse logistics networks.

- Strong exposure to WMS, OMS, ERP platforms, and logistics technology tools.

- Experience handling high order volumes, returns-heavy categories, and peak-sale operations.

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