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

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.

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.

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.

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.

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.

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