Logistics Manager - D2C

Company overview:

PEP is a dynamic personal care company that proudly houses two innovative brands mCaffeine & Hyphen. With a passion for creating high-performance, conscious, and consumer-loved products, we are redefining the way personal care is experienced. While mCaffeine is Indias first caffeinated personal care brand, loved for its energizing and playful approach, Hyphen is built on the philosophy of simplifying skincare through science-backed formulations. Together, our brands reflect PEPs mission to deliver quality, creativity, and care to millions of consumers. We believe in Confidence over all skin & body biases.

Come, join the pack!

Job Summary

The D2C Operations Manager will be responsible for managing end-to-end Direct-to-Consumer operations with strong focus on improving delivery reach, reducing delivery TAT, and optimizing serviceability across pincodes. The role ensures smooth order fulfillment, courier performance management, and proactive resolution of delivery challenges to enhance customer experience and reduce RTO.

Key Responsibilities

1. Order Fulfillment & Dispatch Management

• Ensure timely processing of D2C orders within defined TAT.
• Coordinate with the warehouse team for accurate picking, packing, and dispatch.
• Monitor backlog and ensure same-day or next-day dispatch adherence.

2. Courier & Last-Mile Management

• Manage courier partners and aggregators.
• Monitor daily performance of delivery partners.
• Allocate shipments based on cost, serviceability, and delivery speed.
• Handle escalations related to delays, lost shipments, or damages.

3. Non-Serviceable Pincode Optimization

• Identify non-serviceable and restricted pincodes.
• Work closely with courier partners to expand serviceable areas.
• Evaluate alternative courier options for coverage expansion.
• Regularly update serviceability matrix in OMS/portal.
• Minimize order cancellations due to serviceability issues.

4. High Delivery TAT Pincode Monitoring

• Track delivery TAT at pincode level.
• Identify high TAT zones and root causes (distance, courier performance, routing issues).
• Reallocate courier partners to improve delivery speed.
• Implement regional courier optimization strategies.
• Share weekly TAT improvement reports with management.

5. RTO & NDR Control

• Monitor high RTO pincodes and analyze trends.
• Coordinate with customer support to confirm orders in high-risk zones.
• Reduce NDR cases through proactive follow-ups and courier coordination.

6. Performance Monitoring & MIS

• Track KPIs:
• On-Time Dispatch (OTD)
• On-Time Delivery (OTIF)
• Delivery TAT by Pincode
• Non-Serviceable %
• RTO %
• Cost per Shipment
• Prepare daily/weekly dashboards for management review.

Key Skills & Competencies

• Strong understanding of courier serviceability mapping
• Data-driven approach to pincode-level performance analysis
• Experience with courier aggregators & TAT optimization
• Problem-solving and escalation handling
• Strong analytical & reporting skills
• Knowledge of OMS/WMS systems

Educational Qualification

• Bachelors Degree (Supply Chain / Commerce / Business preferred)
• MBA in Operations (preferred)

Experience

• 58 years in D2C / E-commerce Operations
• Experience handling courier partner management
• Strong exposure to TAT improvement & serviceability expansion