Manager - Supply Chain Operations & Customer Experience - ECommerce

Role Overview:

If you can spot where a business is leaking, understand why, and build the fix, this role is for you. You will have direct founder access, full business context from day one, and real accountability for outcomes across two critical functions - CX and Operations.

1. Customer Experience & Retention:

• Own the post-purchase journey end to end from first delivery to repeat purchase, including re-order nudges, win-back campaigns, and loyalty mechanics.
• Track cohort repeat rates, time-to-second-order, churn triggers, and NPS by product/channel via a weekly retention dashboard.
• Own CX metrics as performance targets including CSAT, first response time, resolution SLA, repeat complaint rate, NPS, repeat purchase rate, and refund/return rate.
• Write, own, audit, and update the CX SOP library - complaint handling, delivery delay resolution, escalation matrices, and agent playbooks.
• Run RCA on every recurring failure - trace root cause, fix the source, update the SOP, and verify the fix held.
• Feed CX insights upstream to inform NPD, formulation, and supply chain decisions.
• Own the CX tech stack - ticketing, WhatsApp automation, and logistics webhooks.

2. Supply Chain & Operations:

• Own the Operations SOP library - procurement, inbound QC, CMO coordination, warehouse, dispatch, and returns.
• Drive SOP adherence through floor-level checks and exception tracking.
• Run RCA on operational failures (batch rejection, delivery delay, procurement gap) and verify fixes over 2 - 3 cycles.
• Own the CMO performance scorecard - on-time delivery, batch quality, rejection rates, and CoA compliance.
• Own inventory planning - reduce OOS without creating excess stock or working capital lock-in.
• Own 3PL coordination - NDR management, RTO reduction, SLA adherence, and exception-handling SOPs.

3. Business Intelligence & Cross-Functional Work:

• Build founder dashboards as early-warning systems, not rear-view mirrors.
• Track retention-led revenue metrics - cohort repeat rates, refund/return trends, complaint-to-churn correlation, and fulfilment SLA impact on NPS.
• Own cross-functional projects from intake through prioritisation, execution, and closure.

Requirements:

• 2 - 8 years post-qualification experience in consulting, operations, supply chain, a founder's office, or a high-ownership role at a D2C/FMCG/consumer startup (Tier 1 consulting or early startup particularly valued).
• Independently builds data models and turns complex operational problems into crisp recommendations.
• Has built SOPs from scratch, run RCA when they broke, and closed the loop at root cause.
• Comfortable moving between strategic framing and ground-level execution.
• High ownership orientation - accountable for outcomes, not just outputs.

Preferred Skills:

• CX operations with a retention/revenue lens - cohort tracking, post-purchase engagement flows, and loyalty programme impact.
• Hands-on procurement or vendor management with CMOs or RM/PM suppliers.
• Shopify, Freshdesk/Zoho Desk, Shiprocket, Klaviyo, advanced Excel/Sheets; SQL or data viz a bonus.