Chief of Customer Delight [Immediate Start]

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

3. Sales Forecasting & Business Synchronization

4. Financial & Cost Management

5. People & Culture

6. Customer Service Integration

Qualifications & Experience