Manager - Operations Excellence (B2B)

Role Overview

We are looking for a high-impact Operations Excellence Manager (B2B) who will drive end-to-end operational efficiency, strengthen post-order experience, and institutionalize process excellence across General Trade (GT), Modern Trade (MT), and E-commerce channels for our private brands business.

This is a cross-functional leadership role that focuses on building scalable systems, improving service levels, reducing leakages (returns/damages), and enabling smooth collaboration between supply chain, logistics, commercial, and business teams.

Key Responsibilities

• Returns Control & Loss Reduction Lead the entire returns lifecycle for GT, MT & E-com — covering damages, expiries, wrong dispatch, and customer refusals. Develop robust dashboards & review mechanisms to track returns by channel, region, and root cause. Drive systemic fixes in collaboration with supply, logistics, packaging, and business teams to minimize return percentages. Own strategies for RTV (Return to Vendor), liquidation, and inventory recovery to reduce financial leakage.
• Customer Experience Excellence (B2B Post-Order) Act as the central owner for distributor & retailer experience post order dispatch — ensuring SLAs are met for deliveries, damage claims, billing accuracy, and expiry handling. Establish clear resolution SLAs & escalation protocols in collaboration with logistics and supply teams. Monitor complaint trends, drive root-cause analysis, and implement corrective actions to prevent recurrence. Work with business teams to enhance partner NPS and improve reliability of service delivery.
• Process Excellence & Continuous Improvement Identify operational gaps across the order-to-cash value chain and institutionalize best practices through SOPs and control mechanisms. Lead automation & digitization initiatives to streamline returns, CX, and billing workflows, in collaboration with Tech and Data teams. Build data-backed recommendations to improve cost efficiency, speed, and service levels. Partner with cross-functional teams to drive strategic projects that build long-term operational capability.
• Cross-Functional Leadership & Governance Run structured reviews & war-room discussions to track operational KPIs, SLA adherence, and issue closure. Act as a bridge between supply chain, sales, logistics, finance, and tech teams to enable fast problem solving and strong execution. Create visibility to leadership through regular dashboards, RCA summaries, and improvement charters. Drive a culture of accountability and continuous improvement across teams.
  
  

Key Skills & Qualifications

4–7 years of experience in supply chain operations, CX, returns management, or

process excellence, ideally in FMCG, CPG, or E-commerce.

Strong analytical and problem-solving ability; hands-on with Excel/Sheets and

dashboards (Tableau, Power BI, Looker, etc.).

Solid understanding of B2B order-to-cash cycles including billing, dispatch,

logistics, and partner management.

Excellent communication and stakeholder management skills to work with business, ops, and tech teams.

Demonstrated success in driving cross-functional projects and operational

transformation.

Why This Role Matters

Direct impact on cost savings through return reduction.

Key driver of customer satisfaction and operational reliability.

Strategic enabler for scalable systems and process maturity.

High visibility with leadership — core pillar for business growth during scale-up.

About Company

Founded in 2011, Purplle has emerged as one of India’s premier omnichannel beauty destinations, redefining the way millions shop for beauty. With 1,000+ brands, 60,000+ products, and over 7 million monthly active users, Purplle has built a powerhouse platform that seamlessly blends online and offline experiences.

Expanding its footprint in 2022, Purplle introduced 6,000+ offline touchpoints and launched 100+ stores, strengthening its presence beyond digital. Beyond hosting third-party brands, Purplle has successfully scaled its own D2C powerhouses—FACES CANADA, Good Vibes, Carmesi, Purplle, and NY Bae—offering trend-driven, high-quality beauty essentials.

What sets Purplle apart is its technology driven hyper-personalized shopping experience. By curating detailed user personas, enabling virtual makeup trials, and delivering tailored product recommendations based on personality, search intent, and purchase behavior, Purplle ensures a unique, customer-first approach.

In 2022, Purplle achieved unicorn status, becoming India’s 102nd unicorn, backed by an esteemed group of investors including ADIA, Kedaara, Premji Invest, Sequoia Capital India, JSW Ventures, Goldman Sachs, Verlinvest, Blume Ventures, and Paramark Ventures.

With a 3,000+ strong team and an unstoppable vision, Purplle is set to lead the charge in India’s booming beauty landscape, revolutionizing the way the nation experiences beauty.