1. D2C Last-Mile Logistics & Control Tower:

- Own D2C logistics performance across standard, express, and hyperlocal deliveries.

Drive pincode-level courier optimization based on:

- Delivery speed

- COD performance

- RTO risk

- Reduce NDR, RTO, and delivery breaches through proactive tracking and controls.

- Build a logistics control tower to monitor real-time order flow, delays, and exceptions.

- Ensure superior tracking visibility and proactive customer communication.

2. D2C Fulfilment Operations with Same-Day / Next-Day Delivery (Enhanced Focus):

- Own end-to-end D2C order fulfilment lifecycle with a focus on speed-led delivery models.

- Design and execute same-day and next-day delivery operations across key metros and high-demand pin codes.

- Implement city-wise micro-fulfilment / dark store / hub-and-spoke models where applicable.

- Define and enforce tight cut-off times, wave planning, and dispatch SLAs.

Ensure seamless coordination between:

- OMS order routing

- Warehouse/Store picking

- Courier handover

- Continuously improve dispatch hit rates, first-attempt delivery success, and delivery predictability.

3. Quick Commerce (Q-Commerce) Operations & Readiness:

- Lead fulfilment operations aligned to quick commerce expectations (2-24 hour delivery windows).

- Manage integration and operations with Q-commerce platforms or internal express delivery models.

Ensure operational readiness for:

- Limited-SKU, high-velocity assortments

- High-frequency order cycles

- Optimize inventory placement, safety stock, and replenishment cadence for quick commerce nodes.

- Balance speed vs cost while maintaining high fulfilment accuracy.

4. D2C Returns, Exchanges & Refund Excellence:

- Own returns, exchanges, and refunds with a speed-first customer mindset.

- Ensure same-day / next-day return pickups in key cities.

- Reduce refund TATs through process automation and tighter inwarding SLAs.

- Improve resale recovery through faster QC, grading, and inventory reallocation.

- Partner with CX teams to minimize repeat return-related complaints.

5. Marketplace Fulfilment & SLA Ownership (Expanded):

- Own supply chain execution across Amazon, Flipkart, Myntra, Ajio, Nykaa Fashion, and other platforms.

Manage multiple fulfilment models including:

- Seller Fulfilled

- Seller Flex / FBA / Marketplace-managed nodes

Ensure adherence to marketplace KPIs:

- Dispatch SLA

- Cancellation rate

- Return compliance

- Account health & seller ratings

- Drive marketplace-specific inventory placement and replenishment strategies.

Lead resolution of:

- Claims

- Shortages

- Penalties

- Chargebacks

- Ensure smooth execution during marketplace mega sale events.

6. Warehouse Process Excellence & Automation:

- Lead warehouse operations across central, regional, city-level, and quick commerce nodes.

- Standardize SOPs across fulfilment models while enabling speed-led execution.

Drive automation initiatives for:

- Fast picking

- Order sorting

- Packing accuracy

- Ensure high manpower productivity without compromising safety or quality.

- Drive peak readiness planning for festive and flash sales.

7. Customer Experience & Service-Level Ownership:

Own fulfilment-led CX metrics across D2C and marketplaces:

- Delivery NPS

- CSAT impact

- Speed satisfaction scores

- Ensure packaging quality, damage prevention, and brand experience consistency.

- Act as operations SPOC for fulfilment-related customer escalations.

- Collaborate with marketing and growth teams to support fast-delivery promises.

8. Performance Governance, Cost Control & Analytics:

Own operational KPIs across D2C, Q-commerce, and marketplaces:

- Same-day / next-day dispatch hit rate

- Cost per order (standard vs express)

- RTO %

- Return & refund TAT

- Balance speed-led CX improvements with cost efficiency.

- Drive data-driven decisions using dashboards and analytics.

9. Team Leadership & Vendor Governance:

- Lead warehouse managers, city ops leads, logistics managers, and vendor teams.

- Manage courier, hyperlocal, and quick commerce delivery partners.

- Build execution discipline, training programs, and leadership depth.

- Ensure compliance with safety, audit, and statutory requirements.

Key Skills & Competencies:

- Strong hands-on experience in fast fulfilment & quick commerce operations

- Deep understanding of D2C logistics, returns, and CX impact

- Strong command over OMS, WMS, courier aggregators, marketplace systems

- Ability to manage complexity at scale

- Customer-first, execution-driven leadership mindset