General Manager – Fulfilment

General Manager – Fulfilment
ShipGlobal | India | Reporting to Founder | Full-time Leadership Role

About ShipGlobal
ShipGlobal helps Indian e-commerce sellers ship products directly to customers across international markets.
We are now building the next leg of our growth: a global fulfilment network that enables Indian brands to stock
inventory in the US and Europe and fulfil orders locally.
This will allow sellers to offer faster delivery, reduce per-order shipping costs, manage returns locally and create
a better customer experience. In addition to serving ShipGlobal’s existing seller base, the fulfilment business
will offer services to other Indian and international businesses requiring warehousing and order fulfilment in the
US and Europe.

The Opportunity
We are looking for an entrepreneurial leader to build ShipGlobal Fulfilment from zero to one.
This is not a conventional warehouse-operations role. It is a business-building position with end-to-end
responsibility for validating the proposition, acquiring customers, establishing fulfilment capabilities, designing
the operating model and building the division into a scalable, profitable business.
The person will initially be expected to spend significant time on business development—converting suitable
sellers from ShipGlobal’s existing customer base and winning external customers. Day-to-day warehouse
coordination can be supported by a junior operations team, but the Business Head will remain accountable for
the overall customer experience, operating model and commercial success of the division.
We are looking for someone who is comfortable operating with ambiguity, speaking directly with customers,
negotiating with overseas partners and doing whatever is necessary to get the first set of customers live.

Your Mandate
Take an established fulfilment capability and build it into a scalable, revenue-generating and profitable
business within ShipGlobal.

• Build a meaningful customer base across ShipGlobal’s existing seller ecosystem and external Indian and
  international businesses.

• Create a predictable revenue engine through direct sales, partnerships, referrals and repeatable go-to-
  market channels.

• Establish strong customer-level and service-level economics and build a clear path to profitability.

• Create the operating structures, processes, team and management cadence required to scale.

• Build the business from early hands-on execution into a professionally managed, repeatable growth engine.

What You Will Own

1. Own the Business Strategy & P&L

• Develop and execute the business plan, market proposition and go-to-market strategy for ShipGlobal
  Fulfilment.
• Own revenue, gross margin, contribution margin, customer experience and, progressively, the full P&L of
  the business.
• Identify the most attractive customer segments, product categories, fulfilment locations and service
  offerings.
• Build business cases and financial models for new services, locations, partnerships and investments.
• Balance growth, customer value, working capital and profitability as the business scales.

2. Build Revenue & Customer Acquisition

• Analyse ShipGlobal’s existing seller base and identify customers suitable for inventory-based fulfilment.
• Personally engage, pitch, negotiate and convert the first set of fulfilment customers.
• Build external business across Indian D2C brands, marketplace sellers, exporters, aggregators and other
  businesses requiring fulfilment in the US or Europe.
• Build a strong sales pipeline through founder networks, partnerships, referrals, industry associations and
  direct outreach.
• Establish sales targets, pipeline discipline, conversion metrics and a repeatable customer acquisition
  engine.
• Understand each prospect’s order volumes, SKU profile, inventory requirements, destination mix and unit
  economics.
• Create tailored fulfilment proposals and business cases that clearly demonstrate improvements in delivery
  speed, shipping costs, customer experience and overall unit economics.
• Own the complete commercial cycle—from lead generation and solution design to negotiation, contracting
  and customer launch.
• Turn early customer wins into case studies, referrals and repeatable sales playbooks.

3. Build the Commercial Model & Unit Economics

• Define pricing, minimum commitments, storage and handling charges, onboarding fees, returns charges
  and commercial terms.
• Establish customer-level profitability and contribution-margin visibility.
• Evaluate fulfilment economics by customer, geography, service and order profile.
• Identify and address loss-making customers, services or operating models.
• Continuously improve pricing, cost-to-serve and contribution economics as volumes scale.
• Create a clear roadmap from the current partner-led model towards a larger, scalable fulfilment network.

4. Build the Operating Engine

• Personally oversee onboarding and launch of the first set of fulfilment customers.

• Create and institutionalise processes for inbound receiving, inventory accuracy, order processing,
  dispatch, returns and claims.

• Establish clear service levels with customers and overseas warehouse/3PL partners.

• Hold internal teams and overseas fulfilment partners accountable for agreed SLAs, operational
  performance and customer commitments.

• Build dashboards covering inventory accuracy, order turnaround, fulfilment cost, delivery performance,
  returns and customer satisfaction.

• Ensure operational performance consistently supports the commercial promises made to customers.

• Use technology, automation and data to improve scalability, visibility and cost efficiency.

5. Build the Organisation & Management System

• Define the organisation structure required to scale the business across commercial, operations and
  customer success.
• Recruit, develop and manage a lean, high-performing team as the business grows.
• Establish clear roles, responsibilities, decision rights and accountability.
• Create business rhythms including pipeline reviews, operational reviews, customer reviews and monthly
  P&L reviews.
• Build SOPs, governance mechanisms and escalation frameworks that allow the business to scale without
  excessive founder dependence.
• Create a culture of ownership, speed, commercial accountability and customer focus.

6. Lead Customer Success & Partnerships

• Own the overall customer experience and retention of fulfilment customers.
• Build strong relationships with overseas warehouses, 3PLs and last-mile partners.
• Evaluate, negotiate and manage international fulfilment and logistics partnerships.
• Resolve critical customer and operational issues quickly while protecting service quality and economics.
• Use customer feedback and performance data to continuously improve the proposition.

How You Will Be Measured
Growth

• Fulfilment revenue and revenue growth

• New customers acquired

• Conversion of existing ShipGlobal sellers

• External customer acquisition

• Qualified pipeline and conversion rate

• Active customers and orders fulfilled

• Customer retention
  Economics

• Gross margin

• Contribution margin

• Revenue and contribution per customer

• Fulfilment cost per order

• Customer and service-level profitability

• Progress towards P&L profitability
  Operations & Customer Experience

• Customer onboarding turnaround time

• Inventory accuracy

• Same-day/next-day warehouse dispatch rate

• Returns and claims performance

• Operational errors

• Customer satisfaction
  Organisation & Scale

• Team productivity and capability

• Process adherence and SLA performance

• Management reporting and review cadence

• Process improvement and automation

Who We Are Looking For
We are looking for a business builder—not simply a fulfilment operator. The strongest candidate will have
demonstrated the ability to take an early-stage business, business unit, geography or product line, find
customers, build revenue, create operating structure and improve the economics as it scales.

• Typically 10+ years of experience with a demonstrated track record of building and scaling a business,
  business unit or P&L.
• Meaningful experience in e-commerce fulfilment, cross-border logistics, 3PL, warehousing, supply-chain
  services or a closely related business.
• Proven ownership of revenue and commercial outcomes.
• Strong experience in B2B/enterprise or founder-led sales, with the ability to personally win early customers.
• Strong understanding of pricing, contribution-margin analysis, cost-to-serve and business planning.
• Experience building teams, processes, operating structures and management systems in a growing
  business.
• Working knowledge of inbound receiving, warehouse management, pick-pack-dispatch, inventory
  reconciliation and reverse logistics.
• Experience with D2C brands, marketplace sellers, exporters or cross-border e-commerce businesses.
• Ability to evaluate and negotiate with international warehouses, 3PLs and last-mile partners.
• Comfort working across technology, product, finance, customs and operations.
• Strong analytical, commercial and problem-solving skills.
• Willingness to travel internationally when required.

The Kind of Person Who Will Thrive Here

• A builder who is energised by creating something meaningful from an existing foundation.
• A commercially sharp leader who enjoys finding customers, closing deals and owning outcomes.
• A hands-on operator who can move from business strategy to resolving a delayed warehouse inbound when
  required.
• Someone who creates structure where there is ambiguity and turns early wins into repeatable systems.
• Highly accountable and willing to own business outcomes rather than individual activities.
• Resourceful, decisive and comfortable solving problems across functions.
• Able to build teams and systems without losing the speed and entrepreneurial mindset of a startup.
• Ambitious about building a substantial global fulfilment business within ShipGlobal.