What are the Key Deliverables in this role?  

Financial Outcomes

• Define and execute growth strategies to achieve revenue and profitability targets for the D2C business
• Set and monitor key financial metrics including Gross Revenue, Marketing ROI, Customer Acquisition Cost (CAC), and Repeat Purchase Rate.
• Track spending against performance metrics and adjust campaigns to ensure budget adherence and optimal ROI.
• Drive annual & quarterly objectives for cost per acquisition (CPA) and return on ad spend (ROAS).
• Identify and implement initiatives to drive cost efficiency across digital marketing and operations.
• Optimize website conversions and average order value through targeted campaigns and promotions.

Customer Service

• Ensure a seamless and superior customer experience across all touchpoints, from website browsing to post-purchase support.
• Oversee order fulfillment, timely deliveries, and effective resolution of customer issues.
• Implement retention strategies and loyalty programs to increase repeat purchase rates and build long-term customer relationships.

Internal Processes

• Managing D2C orders fulfilment through (OMS) order management software like Vinculum, Uni-commerce, Easy-ecom, SAP.
• Manage and oversee the Organic India website, ensuring optimal functionality, user experience, and up-to-date content.
• Coordinate with supply chain, operations, and technology teams to ensure smooth backend processes and inventory alignment.
• Utilize data and analytics to inform decision-making and continuous improvement across marketing, operations, and customer touchpoints.
• Support the development of a future-ready, agile, and digitally savvy D2C team and organizational culture.
• Coordinating with Finance team for timely payments and reconciliations to the vendors.

Alternate Channels

• Identify and develop new D2C growth opportunities beyond the website, including affiliates, social commerce, and strategic partnerships.
• Support campaign planning and execution for cross-channel marketing initiatives to drive incremental sales.
• Collaborate with brand marketing teams to leverage content and community building for brand awareness on alternate digital platforms.

Operations

• Streamline order processing workflows to minimize errors and improve efficiency, including working closely with third-party logistics (3PL) providers.
• Monitor and manage key operational metrics such as order fulfillment rate, return rate, delivery TAT (turnaround time), and customer support resolution time.
• Implement tools and processes to enhance operational visibility and data-driven decision-making (e.g., inventory dashboards, fulfillment performance trackers).
• Ensure compliance with all quality standards, safety regulations, and customer data protection requirements.
• Drive continuous improvement initiatives across operations to support scalability and cost optimization.
• Foster strong collaboration with internal stakeholders (supply chain, finance, IT) to build a future-ready, agile operational backbone for D2C.
• Drive CFA training and operations management initiates

What are the Critical success factors for the Role ?

• Minimum 8-12 years of experience in relevant roles within high-growth content management systems and e-commerce platforms.
• Experience with customer relationship management (CRM) and customer lifecycle value (CLTV) strategies.
• Prior experience with budget management and ROI analysis.
• Strong leadership and team management abilities.

What are the Desirable success factors for the Role?

• Proven experience in D2C marketing and e-commerce growth, preferably in the consumer products or wellness sector.
• Strong analytical skills with a data-driven mindset to track, measure, and optimize key performance indicators.
• Creative thinking and the ability to identify and execute new growth opportunities.
• Excellent project management and cross-functional collaboration skills.
• Good communication skills and stakeholder management skills.
• Passion for wellness and organic products is a plus.