MillD is looking for a highly experienced, analytical, and result-oriented D2C Operations & Customer Experience Manager to independently manage customer support, order fulfilment, logistics, RTO claims, billing reconciliation, and operational analytics.

The ideal candidate must have hands-on experience managing high-volume D2C operations and leading customer service teams while ensuring operational efficiency and customer satisfaction.

WE ARE HIRING

Senior Manager – D2C Operations & Customer Experience

Company: MillD – Earth’s Treasure Food Pvt. Ltd.

Location: Bengaluru

Experience: 5–8 Years

Industry: D2C / E-commerce / FMCG

Employment Type: Full-Time

Salary Package: ₹7-8 LPA

Key Responsibilities

1. D2C Order Management

* Monitor daily orders received, processed, dispatched, delivered, cancelled, and returned.
- Ensure timely order fulfilment and delivery.
- Identify and resolve order processing and delivery issues.
- Coordinate with warehouse, logistics, and finance teams.

1. Customer Care & Team Management

* Lead and manage the customer service team.
- Monitor customer complaints, escalations, refunds, and resolutions.
- Track customer satisfaction, response times, and resolution rates.
- Establish customer support SOPs and performance KPIs.

1. Logistics, RTO & Claims

* Monitor RTO, NDR, delivery delays, and failed deliveries.
- Handle lost, damaged, and missing shipment claims.
- Coordinate with courier partners for claims and dispute resolution.
- Improve delivery success rates and reduce logistics costs.

1. Billing & Reconciliation

* Monitor COD collections and payment settlements.
- Reconcile logistics invoices, shipping charges, and claims.




- Track pending refunds, courier claims, and outstanding payments.
- Identify billing discrepancies and revenue leakage.

1. Data Analytics & MIS

* Prepare detailed daily, weekly, and monthly operational reports.
- Build automated dashboards using Excel, Power BI, or Google Sheets.
- Analyse order trends, delivery performance, RTO, customer complaints, and operational costs.
- Present actionable insights and improvement plans to management.

1. Process Improvement & Automation

* Develop operational SOPs and monitoring systems.
- Implement CRM, ticketing, and workflow automation.
- Improve team productivity and operational efficiency.
- Take complete ownership of issue resolution and process improvements.

Required Qualifications & Skills:
- Bachelor’s degree in Business, Operations, Commerce, or a related field; MBA preferred.
- Minimum 5–8 years of relevant experience in D2C/e-commerce operations.
- Experience managing 1,000+ orders per day.
- Strong working knowledge of Shopify, GoKwik, Delhivery, Shiprocket, and CRM platforms.
- Advanced Excel, Google Sheets, and Power BI skills.
- Robust understanding of RTO, NDR, COD reconciliation, logistics billing, and claims.
- Proven experience managing customer service teams.
- Excellent analytical, problem-solving, communication, and leadership skills.

Key Performance Indicators (KPIs)

- Order fulfilment and delivery success rate
- RTO and NDR reduction
- Customer complaint resolution time
- Customer satisfaction (CSAT)
- Logistics claims recovery
- COD and billing reconciliation accuracy
- Customer care team productivity
- Daily MIS reporting accuracy

Work Location: In person

📌 C Operations & Customer Experience (Bengaluru)
🏢 MILLD Protein Atta
📍 Bengaluru