B2C & Q-Commerce Logistics Lead

Position DetailsPosition: Assistant Manager / Lead – B2C & Q‐Commerce Logistics Department: Logistics & Supply Chain Reports To: Logistics Head Location: Bangalore (HQ)

Company OverviewSnitch is one of India's fastest‐growing men's fashion brands, redefining contemporary fashion through innovation, speed, and customer obsession. With a rapidly expanding omnichannel presence across D2C, marketplaces, retail stores, and Q‐Commerce channels, Snitch is committed to delivering exceptional customer experiences through an agile and scalable supply chain.

Role OverviewThe B2C & Q‐Commerce Logistics Lead will own end‐to‐end customer fulfillment operations across D2C and Q‐Commerce channels. The role will be responsible for courier partner performance, pickup adherence, last‐mile customer experience, SLA governance, claims management, billing validation, returns, DTO and continuous process improvements.

Key ResponsibilitiesB2C Fulfillment Operations

• Ensure timely pickups and shipment handovers.
• Drive high order on‐time connectivity and delivery performance.
• Monitor first‐mile and last‐mile execution.

Courier Partner Performance Management

• Manage courier partners and aggregators.
• Track SLA, TAT, NDR and delivery metrics.
• Drive wallet‐share optimization based on performance – CP Allocation.

Last Mile Customer Experience

• Reduce customer escalations and delivery failures.
• Coordinate with CX teams and courier partners.

SLA Governance & Penalty Management

• Track SLA breaches and recover penalties.
• Publish regular performance scorecards along with CN Summary.

Claims & Billing Governance

• Validate courier invoices and billing accuracy.
• Manage CNs for lost and damaged shipments.
• Prevent revenue leakages through audits.
• COD reconciliation and weekly payment receivables.

Returns, RTO & DTO Management

• Own reverse logistics operations end to end.
• Align & Adhere to Same Day Pickup along with 2D pickup performance.
• Drive reduction in RTO and DTO percentages with an analytics mindset.

Q‐Commerce Logistics Operations

• Monitor order flow and delivery performance with KPI metrics.
• Ensure platform SLA adherence and customer experience.

• 2–5 years of experience in E–Commerce logistics or supply chain operations.
• Candidates with prior experience in courier companies, logistics aggregators or D2C brands are preferred.