Chief of Customer Delight

Reporting to:

Scope:

Location:

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.