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[Immediate Start] Chief of Customer Delight

[Immediate Start] Chief of Customer Delight

The Face Shop India OfficialMumbai, Maharashtra, India
18 hours ago
Job description

Reporting to : Co-Founders

Scope : Group Role – Overseeing all D2C and B2B Professional businesses across the organization

Location : Worli, Mumbai | Full-Time

About the Role

The Chief of Customer Delight leads the end-to-end operations engine that powers customer trust and brand love. This role transforms traditional supply chain management into a customer-experience powerhouse — ensuring that every promise made by the brand is delivered with precision, empathy, and consistency.

The CCD will own the entire journey from demand forecasting and inventory health to last-mile delivery and post-purchase satisfaction — unifying supply chain, logistics, customer service, and fulfilment under one mission : Operational Excellence in the Service of Delight.

Strategic & Operational Responsibilities

1. Customer Delight as an Operating System

  • Establish and track Delight KPIs — Perfect Order %, OTIF (On-Time-In-Full), NPS post-delivery, Complaint Resolution Time, and Cost-to-Serve.
  • Create closed feedback loops between customer service, operations, and marketing to continuously enhance fulfilment experiences.

2. Core Supply Chain & Operations Leadership

  • Oversee end-to-end supply chain operations — demand forecasting, procurement, warehousing, logistics, and last-mile delivery.
  • Ensure optimal inventory availability while maintaining strong control over working capital.
  • Lead all 3PL and warehousing partners, driving SLAs around efficiency, accuracy, and customer-centricity.
  • Build technology-enabled visibility across the value chain — from supplier to consumer — using data dashboards and ERP analytics.
  • 3. Sales Forecasting & Business Synchronization

  • Partner closely with Sales and Marketing teams to co-create accurate demand plans.
  • Use analytics and trend modelling to anticipate product requirements across channels.
  • Ensure inventory allocation reflects brand priorities, campaign schedules, and sell-through patterns.
  • 4. Financial & Cost Management

  • Manage cash flow, working capital, and cost-to-serve metrics to support profitable growth.
  • Optimize logistics costs through better network design, automation, and supplier partnerships.
  • Build business cases linking cost efficiency to customer satisfaction and repeat rate improvements.
  • 5. People & Culture

  • Lead and inspire cross-functional teams across supply chain, fulfilment, and customer service.
  • Foster a “service mindset” across all operations teams — where speed, accuracy, and empathy coexist.
  • 6. Customer Service Integration

  • Lead the Customer Service function (reporting into this role) to ensure swift and effective resolution.
  • Treat service data as a strategic asset — using it to drive upstream improvements in product, packaging, and logistics.
  • Qualifications & Experience

  • Bachelor’s degree in Business, Operations, Supply Chain.
  • 10–15 years of experience in core operations, supply chain, logistics, or fulfilment, ideally within high-growth consumer or retail businesses (D2C / B2B).
  • Proven track record of managing pan-India networks, 3PL partnerships, and large-scale warehousing operations.
  • Strong command of data analytics, forecasting models, and ERP tools.
  • Deep customer orientation with a bias for execution and continuous improvement.
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    Immediate Customer • Mumbai, Maharashtra, India

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