D2C Operations & Customer Experience

MillD is looking for a highly experienced, analytical, and result-oriented D2C Operations & Customer Experience Manager to independently manage customer support, order fulfilment, logistics, RTO claims, billing reconciliation, and operational analytics.

The ideal candidate must have hands-on experience managing high-volume D2C operations and leading customer service teams while ensuring operational efficiency and customer satisfaction.

WE ARE HIRING

Senior Manager – D2C Operations & Customer Experience

Company: MillD – Earth’s Treasure Food Pvt. Ltd.

Location: Bengaluru

Experience: 5–8 Years

Industry: D2C / E-commerce / FMCG

Employment Type: Full-Time

Salary Package: ₹7-8 LPA

Key Responsibilities:

1. D2C Order Management

* Monitor daily orders received, processed, dispatched, delivered, cancelled, and returned.

* Ensure timely order fulfilment and delivery.

* Identify and resolve order processing and delivery issues.

* Coordinate with warehouse, logistics, and finance teams.

2. Customer Care & Team Management

* Lead and manage the customer service team.

* Monitor customer complaints, escalations, refunds, and resolutions.

* Track customer satisfaction, response times, and resolution rates.

* Establish customer support SOPs and performance KPIs.

3. Logistics, RTO & Claims

* Monitor RTO, NDR, delivery delays, and failed deliveries.

* Handle lost, damaged, and missing shipment claims.

* Coordinate with courier partners for claims and dispute resolution.

* Improve delivery success rates and reduce logistics costs.

4. Billing & Reconciliation

* Monitor COD collections and payment settlements.

* Reconcile logistics invoices, shipping charges, and claims.

* Track pending refunds, courier claims, and outstanding payments.

* Identify billing discrepancies and revenue leakage.

5. Data Analytics & MIS

* Prepare detailed daily, weekly, and monthly operational reports.

* Build automated dashboards using Excel, Power BI, or Google Sheets.

* Analyse order trends, delivery performance, RTO, customer complaints, and operational costs.

* Present actionable insights and improvement plans to management.

6. Process Improvement & Automation

* Develop operational SOPs and monitoring systems.

* Implement CRM, ticketing, and workflow automation.

* Improve team productivity and operational efficiency.

* Take complete ownership of issue resolution and process improvements.

Required Qualifications & Skills:

* Bachelor’s degree in Business, Operations, Commerce, or a related field; MBA preferred.

* Minimum 5–8 years of relevant experience in D2C/e-commerce operations.

* Experience managing 1,000+ orders per day.

* Strong working knowledge of Shopify, GoKwik, Delhivery, Shiprocket, and CRM platforms.

* Advanced Excel, Google Sheets, and Power BI skills.

* Strong understanding of RTO, NDR, COD reconciliation, logistics billing, and claims.

* Proven experience managing customer service teams.

* Excellent analytical, problem-solving, communication, and leadership skills.

Key Performance Indicators (KPIs):

* Order fulfilment and delivery success rate

* RTO and NDR reduction

* Customer complaint resolution time

* Customer satisfaction (CSAT)

* Logistics claims recovery

* COD and billing reconciliation accuracy

* Customer care team productivity

* Daily MIS reporting accuracy

Work Location: In person