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 India’s 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 PEP’s 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 SummaryThe 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 Responsibilities1. Order Fulfillment & Dispatch ManagementEnsure 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 ManagementManage 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 OptimizationIdentify 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 MonitoringTrack 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 ControlMonitor 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 & MISTrack KPIs:On-Time Dispatch (OTD)On-Time Delivery (OTIF)Delivery TAT by PincodeNon-Serviceable %RTO %Cost per ShipmentPrepare daily/weekly dashboards for management review.Key Skills & CompetenciesStrong understanding of courier serviceability mappingData-driven approach to pincode-level performance analysisExperience with courier aggregators & TAT optimizationProblem-solving and escalation handlingStrong analytical & reporting skillsKnowledge of OMS/WMS systemsEducational QualificationBachelor’s Degree (Supply Chain / Commerce / Business preferred)MBA in Operations (preferred)Experience5–8 years in D2C / E-commerce OperationsExperience handling courier partner managementStrong exposure to TAT improvement & serviceability expansion

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