Lead Supply Chain - E-Commerce

Position: Lead Supply Chain -  E-Commerce
Location: Bengaluru

The Lead – E-Commerce Supply Chain will be responsible for leading and optimizing the end-to-end e-commerce supply chain to deliver a superior customer experience while ensuring operational efficiency, scalability, and cost effectiveness. The role will oversee warehousing, fulfillment, last-mile transportation, reverse logistics, and customer service operations, while driving digital transformation initiatives aligned with business growth and customer satisfaction objectives.
Lead and optimize end-to-end e-commerce supply chain operations, including warehousing, fulfilment, last-mile delivery, and reverse logistics.
Ensure high service levels, operational efficiency, and scalability while delivering superior customer experience and NPS outcomes.
Drive digital transformation and process excellence through adoption of technology, automation, and data-driven decision making.
Manage internal and external stakeholders, including cross-functional teams and logistics partners, through structured governance and performance management.
Identify and resolve operational challenges in a fast-paced environment, ensuring continuous improvement and alignment with business objectives.
End-to-End E-Commerce Supply Chain Management
Lead and manage the complete e-commerce supply chain, from order processing to final delivery and returns.
Ensure alignment of supply chain operations with overall business, customer experience, and growth objectives.
Drive standardization, governance, and continuous improvement across e-commerce operations.
Warehousing & Fulfilment Operations
Oversee e-commerce warehousing and fulfilment centre operations, including capacity planning, productivity, inventory accuracy, and cost control.
Ensure robust fulfilment processes to handle high SKU counts and seasonality inherent to fashion retail.
Drive operational excellence through process optimization and performance management.
Last-Mile Transportation & Reverse Logistics
Manage last-mile delivery networks and logistics partners to ensure timely, reliable, and cost-effective delivery.
Oversee reverse logistics operations, including returns and exchanges, ensuring efficiency and customer satisfaction.
Define and manage SLAs and contractual performance with logistics service providers.
Customer Service & Customer Experience
Lead customer service operations related to order fulfilment, delivery, and returns.
Own and drive improvements in customer experience metrics, including Net Promoter Score (NPS).
Partner with Customer Experience, Technology, and Operations teams to identify and resolve systemic customer issues.
Digital Transformation & Process Excellence
Lead digital initiatives across e-commerce supply chain systems (OMS, WMS, TMS, CRM, analytics platforms).
Evaluate and implement new-age digital tools, automation, and technology solutions to improve efficiency and visibility.
Use data and insights to drive root cause analysis, continuous improvement, and scalable solutions.
Stakeholder & Partner Management
Collaborate closely with internal stakeholders including Technology, Merchandising, Planning, Finance, Marketing, and Customer Experience teams.
Act as the primary point of contact for external logistics partners, vendors, and service providers.
Drive cross-functional alignment through structured communication, governance forums, and performance reviews.