ABOUT THE ROLE

This is Native Milk's most significant leadership hire. As COO / Head of D2C, you will own the full D2C P&L; and be the single accountable leader above three growing teams renewals, customer acquisition, and customer support. You'll build the operating rhythm that lets Native Milk scale from a strong regional brand to a national one. You will work directly with the founders and have real ownership of business outcomes from day one.

WHAT YOU'LL DO

Own the D2C P&L; — subscriber growth, retention, ARPU, churn, and NPS
Lead and scale three D2C sub-teams: renewals, customer acquisition, and customer support
Build operating cadences across D2C — weekly reviews, monthly business reviews, city-level

performance tracking
Partner with the Marketing Head on acquisition strategy and with the Qcomm Growth Manager on

cross-channel coordination
Define and own the metrics that matter: CAC, LTV, payback period, cohort retention, and

complaint resolution rate
Drive city expansion — oversee operational readiness for Pune, Nashik, and current city launches
Work with the Tech/PM team on the D2C product roadmap — subscription flows, customer app

and web experience,



and traceability integration
Represent D2C in investor updates, board discussions, and external partnerships
Hire, coach, and retain the D2C team as the company scales

Must-haves
Proven experience running a D2C operation at a consumer or food brand — not just managing a function within one
Track record of building and scaling customer-facing teams covering acquisition, retention, and support Strong command of subscription economics you understand CAC, LTV, churn levers, and cohort behaviour intuitively
Comfortable owning a P&L; and presenting it to founders and investors with clarity

Good to have
8–12 years of experience with at least 3 years in a leadership or general management role
Background in F&B;, dairy, or perishable goods is a robust advantage
Data-first mindset you run business reviews from dashboards, not gut feel
Experience working directly with founders in an early-to-growth stage company
Exposure to multi-city operations or geographic expansion is a plus

Pay: ₹800,000.00 - ₹1,200,000.00 per year

Work Location: In person

📌 Chief Operating Officer Mumbai City
🏢 Native Milk
📍 Mumbai