B2C & Q-Commerce Logistics Lead

Position Details Position: Assistant Manager / Lead – B2C & Q-Commerce Logistics Department: Logistics & Supply Chain Reports To: Logistics Head Location: Bangalore (HQ) Company Overview Snitch 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 Overview The 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 Responsibilities B2C 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. Desired 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. Key Success Metrics • Pickup SLA Adherence & Last Mile Delivery Performance • Billing Accuracy along with Lost & Damage Claim Recovery • Q-Commerce Service Levels and Ticket Resolution What We Offer • Competitive Salary: We offer a competitive salary package to reward your skills and experience. • Hands-on Experience: Gain practical experience and exposure to various aspects of logistics and supply chain management within the apparel industry. • Professional Growth: Work alongside industry professionals who are dedicated to…