Job Description

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End-to-End Logistics Ownership
Own end-to-end Fashion logistics including first mile, last mile, and reverse logistics in a marketplace environment
Define and execute the logistics strategy aligned to Fashion growth, margins, and customer promise
Lead scale-up initiatives for new launches, peak events, and seasonal demand
Customer Service Leadership
Own Fashion Customer Service performance, including contact center operations
Drive improvements in resolution TAT, CSAT, and complaint reduction
Work closely with product, category, and logistics teams to eliminate root causes impacting customer experience
Operations Excellence & Process Transformation
Lead process re-engineering, SOP standardization, and automation initiatives across logistics and CS
Identify inefficiencies, leakages, and structural gaps across the supply chain and customer journey
Institutionalize continuous improvement frameworks (Lean, Six Sigma, Kaizen)
Cost, Performance & Partner Management
Own key KPIs including delivery SLA, cost per shipment, RTO, cancellations, returns, CSAT, & complaint ratios
Drive cost optimization while protecting service quality and brand promise
Manage and govern 3PLs, last-mile partners, warehouse partners, and CS vendors with strong performance reviews and accountability
Data-Driven Decision Making
Build and leverage dashboards, analytics, and deep-dive reviews to drive operational decisions
Use insights to proactively address risks, capacity constraints, and service issues
Present clear performance narratives and action plans to senior leadership
Cross-Functional & People Leadership
Partner closely with Fashion Category, Planning, Tech, Product, Finance, and CX teams
Build, mentor, and scale high-performing logistics and CS leadership teams
Drive a culture of ownership, accountability, and customer obsession

Skills Required