Lead – E-Commerce Supply Chain

About the job

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. Core Responsibilities: • 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.

Requirements

• E-Commerce Management
• Warehousing Operations
• Logistics Management
• Digital Transformation
• Customer Service

Preferred Technologies

• E-Commerce Management
• Warehousing Operations
• Logistics Management
• Digital Transformation
• Customer Service