Manager - SCM Operations (E Commerce)

ROLE PURPOSE

Own end-to-end logistics operations for the organisation's Quick Commerce business, courier partnerships, and marketplace fulfilment. Ensure timely, accurate and cost-efficient movement of goods from warehouse to platform to customer, while managing courier and 3PL relationships, resolving delivery escalations, and driving continuous improvement in fulfilment turnaround, cost and service levels.

KEY RESPONSIBILITIES

• Own end-to-end logistics operations for the Quick Commerce business dark store / warehouse dispatch, inbound replenishment, and last-mile delivery timelines across QC platforms (Blinkit, Zepto, Instamart and similar).
• Manage relationships with courier and 3PL partners onboarding, rate negotiation, SLA agreements, and performance reviews to ensure reliable and cost-effective delivery.
• Coordinate marketplace logistics including FBA/FC shipments, inbound stock transfers, and platform-specific fulfilment requirements (Amazon, Flipkart and other marketplaces).
• Track and improve key logistics metrics on-time dispatch, on-time delivery, order fulfilment turnaround, and delivery cost per order across all channels.
• Monitor and resolve escalations related to delayed shipments, lost/damaged consignments, failed deliveries and courier claims.
• Coordinate closely with Sales, Marketplace Operations and Warehouse teams to align stock availability with dispatch and delivery schedules.
• Manage reverse logistics returns processing, RTO (Return to Origin) tracking, and coordination with couriers for pickup and reconciliation.
• Own courier and logistics cost tracking, freight reconciliation, and monthly cost-vs-budget reporting.
• Ensure compliance with marketplace and courier documentation requirements e-way bills, invoices, and shipment labelling standards.
• Drive process improvements and automation initiatives to reduce delivery TAT (turnaround time) and logistics costs.
• Lead and manage the logistics coordination team, ensuring smooth day-to-day execution and accountability.
• Prepare and present regular MIS reports on logistics performance, courier scorecards, and delivery SLAs to leadership.

KEY PERFORMANCE INDICATORS

• On-time dispatch % and on-time delivery % across Quick Commerce, courier and marketplace channels
• Delivery cost per order and overall logistics cost as a % of sales
• RTO / return rate and reverse logistics turnaround
• Courier SLA adherence and claim resolution TAT
• Order fulfilment accuracy and stock-out incidents due to logistics delays

EDUCATIONAL QUALIFICATIONS

• Graduate / Post-graduate degree; MBA / PGDM (Supply Chain / Operations) preferred.

WORK EXPERIENCE

• 58 years of experience in logistics, supply chain or fulfilment operations, with hands-on exposure to Quick Commerce, courier management and marketplace logistics.
• Prior experience coordinating with courier / 3PL partners and marketplace fulfilment systems (Amazon FBA, Flipkart FA and similar).
• Experience managing a logistics or operations team preferred.
• Experience in an e-commerce / distribution / FMCG company will be an added advantage.

SKILLS & COMPETENCIES

• Strong understanding of Quick Commerce, courier and marketplace logistics workflows.
• Vendor management and negotiation skills with courier and 3PL partners.
• Strong MS Excel skills data tracking, MIS reporting and cost analysis.
• Problem-solving mindset with the ability to manage delivery escalations under pressure.
• Good communication and cross-functional coordination skills.