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.