Chief of Customer Delight

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.