Manager - D2C Operations - Consumer Goods

D2C Manager

About the company :

One of the top companies in Consumer Goods segment and has been growing rapidly. This is a 'great place to work' certified organisation.

Location : Bangalore (HSR Layout: hybrid working)

The incumbent will be leading D2C distribution. With major focus on Last mile Operations, customer experience and cost.

The role requires a constant focus on daily performance metrics of experience delivered to our customers, proactive identification of risks, opportunity areas and taking necessary actions to drive superior experience to our customers.

What You'll Do

- Will be PAN India metric owner for all Last Mile Customer experience metrics related to Delivery and Undelivered Experience, Customer escalations and Ground operations wish master related feedback.

- Be a single point of contact for all Central stakeholders in driving organisation level, high impact cost and customer experience related new process/ initiatives planning and execution

- Will have to work to transform customer experience offered by Last mile operations by coming up with ideas to strengthen customer centric approach in last mile

- Identify patterns, analyze trends, assess and understand events, integrate information from teams (Operations & Central Teams) to deep dive into specific area

- Will need to track & own metrics at a daily, weekly & monthly level & present to Management at appropriate forums

- Will liaise with Zonal Operations & other internal stakeholders for smooth Customer experience operations on ground on a daily basis

- Will work closely with E-com & Coco team on big events like Diwali Sale, Republic Day sale etc.

- Collaborate with cross functional teams in new project pilots and roll outs across PAN India and work towards enhancing customer experience

- Stakeholder management skills and ability to get things done Create and manage synergies between internal & external D2C stakeholders and marketplace partner

- Managing all key fulfilment/service level metrics (order to delivery TAT, delivery %, cost/delivered, fulfilment NPS)s.

- Manage external stakeholders like logistics partners/vendors and customers to ensure excellent customer service and lower overall cost to serve

- Ensure day to day operations co-ordinating with Team leads and AMs across first mile, mid mile, last mile, warehousing and customer support

- Exposure on working & integrations with Tech companies offering solution on D2C

- Leverage our strength of Plant Warehouse+ Feeder Warehouse+ EBO+MBO+ Dealer+ Distributor Inventory to achieve dream of SAME DAY DELIVRY at lowest cost. Across major market. This we want to build as core competency and differentiating factor over competition

- Create Distribution Model for servicing COCO order with focus on customer experience and deliver to promise date.

Desired profile :

- Excellent communication and interpersonal skills

- Demonstrated ability to solve problems and set priorities

- Strong numerical and analytical skills

- Experience in Operations and Logistics in Ecommerce companies or D2C brands (with inventory management experience)