Senior Manager-Operations & Customer Experience
Role Overview
Own the operational engine for fulfillment, warehousing, logistics, and systems across D2C, retail, and marketplaces.
Own end-to-end customer experience from website and store interactions through ordering, delivery, and customer support.
Work with the founding and leadership teams to shape scalable operations and measurable outcomes.
Key Skills for This Role
Full Job Posting
About Blissclub
Blissclub is a consumer apparel brand focused on comfortable and functional apparel for India, with D2C and retail channels.
Job location
- The role is based on-site in HSR Layout, Bangalore.
About the role
Own the operational engine for fulfillment, warehousing, logistics, and systems across D2C, retail, and marketplaces.
Own end-to-end customer experience from website and store interactions through ordering, delivery, and customer support.
Work with the founding and leadership teams to shape scalable operations and measurable outcomes.
Operations strategy and fulfillment
- Manage warehouse inventory accuracy, replenishment planning, ageing, and loss prevention across channels.
- Optimize dispatch and logistics across D2C, marketplaces, retail, and quick commerce; manage SLAs, reduce RTOs, and improve delivery times through vendor partnerships.
- Ensure seamless order flow, packaging standards, and post-order experience across fulfillment formats.
- Lead sourcing and procurement for packaging and operational materials.
- Work with Sourcing, Finance, Category, and Growth on demand planning and cost control.
Customer experience
- Own customer experience across the website, retail stores, and post-purchase touchpoints, with NPS as a key metric.
- Design customer experience strategy, map journeys, identify friction, and build interventions that improve satisfaction and loyalty.
- Scale customer support teams, processes, and tools across email, chat, social, and in-store channels.
- Turn support data, CSAT signals, return patterns, and NPS feedback into insights for product, marketing, and operations teams.
- Define and track metrics from pre-purchase website and store experience through delivery, returns, and support.
Qualifications
- 7–10 years of experience, with meaningful experience in consumer brands, D2C, retail, or both; has run operations and worked on customer experience.
- Strong analytical ability to build frameworks, work with data, and translate insights into action.
- Experience with multi-channel fulfillment, including quick commerce, retail, and marketplaces.
- Strong understanding of inventory systems, warehouse workflows, and logistics SLAs, with ability to optimize processes.
- Experience leading cross-functional work and aligning teams around shared goals without formal authority.
- Proactive and accountable approach, with excellent written and verbal communication.
Why join
- The role offers direct collaboration with the founding team and influence over the company’s development.
- The posting mentions competitive compensation and ESOPs.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career