About Aramya

Our vision is to build some of the world's most loved fashion and lifestyle brands and enable people to express themselves. We are well-funded, with $20M raised from marquee investors like Accel, Z47, and industry veterans.

Aramya is a 300 Cr ARR fashion & lifestyle company backed by Accel and Z47. We're building a customer-led portfolio: Aramya (daily wear), Tavira by Aramya (festive), and a new brand in stealth, going live in H2 2026.

Current Retail footprint: Total 21

16 stores in Bengaluru + 2 stores in Hyderabad + 2 stores in Ahmedabad + 1 store in Mysore (and a few more are yet to go live).

Opening next: 25 cities in the pipeline.

Website: https://aramya.in/

Our Team: https://l1nq.com/cri6aj6

About the Role

We are looking for a high-ownership, execution-focused individual to join our team as a Program Associate Courier Partner Management to own and scale Aramya's relationships and performance with its courier partners.

This role is about managing courier partners as key accounts, driving SLA and TAT adherence, improving first-mile, middle-mile and last-mile performance, and ensuring every courier-related issue is resolved within defined timelines.

You will work closely with courier partners and cross-functional teams across Fulfilment, Finance, Customer Success and Analytics to drive performance, manage escalations, reduce RTOs and recover value lost through lost, damaged, or fake-delivered shipments.

This is a partner management / KAM role, not a warehouse operations role.

Key Responsibilities

1. Courier Partner Management & KAM Ownership

Own day-to-day relationships with courier and logistics partners as the primary point of contact.

Manage courier partners as key accounts and drive accountability against agreed SLAs, TATs and service levels.

Track courier- and zone-level performance across delivery success, NDR, RTO, serviceability and SLA adherence.

Conduct regular performance reviews with courier partners using data and drive clear corrective actions.

Identify underperforming partners and zones and recommend changes in courier allocation based on performance, cost and serviceability

.

2. First-Mile, Middle-Mile & Last-Mile Performance

Own courier performance across the complete shipment lifecycle.

First Mile: Ensure timely pickups from warehouses, track pickup adherence, identify missed pickups and drive resolution with courier partners.

Middle Mile: Monitor hub-to-hub and linehaul movement,



identify stuck or delayed shipments and escalate connection or transit issues.

Last Mile: Track delivery success and first-attempt delivery, drive NDR follow-ups and reduce RTOs through proactive intervention.

Identify recurring shipment-level issues and work with partners to address root causes.

3. Escalation & Issue Resolution

Own the L1–L3 escalation ladder for courier-related delays, damages, SLA breaches and service failures.

Drive timely resolution of critical shipment and partner escalations.

Work with courier partners and internal teams to identify root causes and implement corrective actions.

Ensure escalations are closed within agreed timelines and recurring issues are proactively addressed.

Support Customer Success in resolving courier-related customer escalations.

4. Claims & Recovery Management

Own the end-to-end claims process for lost, damaged and fake-delivered shipments.

Identify claim-worthy shipments, initiate claims with courier partners and follow up until closure.

Verify PODs and investigate fake-delivery cases in coordination with courier partners and internal teams.

Drive recovery of lost value through credit notes, debit notes, insurance or other applicable recovery mechanisms.

Maintain accurate claim records and work closely with Finance to reconcile recoveries.

5. Data, MIS & Performance Tracking

Build and maintain daily and weekly MIS for courier performance, claims, recoveries and escalations.

Track key metrics such as SLA, TAT, NDR, RTO, delivery success, first-attempt delivery and claim recovery rates.

Analyse courier and zone-level data to identify performance gaps and opportunities.

Use data to drive partner conversations, performance reviews and allocation decisions.

Work with Tech and Analytics teams to improve visibility and automate claim and escalation tracking.

6. Process & SOP Improvement

Build and continuously improve SOPs for courier partner management, escalations, claims and recoveries.





Identify gaps in existing processes and create scalable mechanisms to prevent recurring issues.

Standardize escalation and claims workflows across courier partners.

Drive process improvements that reduce shipment losses, improve delivery performance and increase recovery rates.

7. Cross-Functional Collaboration

Work closely with Fulfilment, Finance, Customer Success, Analytics and Warehousing teams to drive courier performance.

Partner with Finance to ensure timely reconciliation and closure of claims and recoveries.

Work with Customer Success to resolve customer-impacting courier issues within agreed timelines.

Collaborate with Analytics and Tech teams to improve reporting, automation and partner performance visibility.

How Success Will Be Measured

In your first 6 months, you will be measured on the following outcomes. Targets will be set with the hiring manager.

Claims Recovery Rate – Share of claim value successfully recovered from courier partners.

Claims Closure TAT – Time taken from claim identification to closure or credit note.

Courier SLA Adherence – On-time delivery and overall SLA performance by courier and zone.

RTO Rate – Reduction in return-to-origin shipments as a percentage of total shipments.

Escalation Closure TAT– Time taken to resolve courier-related escalations.

First-Attempt Delivery Rate – Improvement in successful deliveries on the first attempt.

Key Skills & Qualifications

2+ years of experience in KAM, Partner Management, Client Management or Account Management with courier, logistics or shipping partners.

Experience managing courier partners from a D2C, B2C or e-commerce brand**, OR experience working as a KAM / Client Manager / Account Executive at a courier company or shipping aggregator.

Hands-on experience managing courier performance, SLA, TAT, NDR, RTO and delivery escalations.

Hands-on experience managing claims and recoveries for lost, damaged or fake-delivered shipments.

Solid understanding of the first-mile, middle-mile and last-mile shipment lifecycle.

Strong Excel / Google Sheets skills, including Pivot Tables, VLOOKUP/XLOOKUP and MIS reporting.

Strong communication and negotiation skills with the ability to hold external partners accountable and drive closure.

Strong analytical and problem-solving skills with a data-driven approach to partner management.

Comfort working in a fast-paced, high-growth D2C/B2C environment with multiple stakeholders.

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