General Manager - Distribution & Logistics Operations

Role overview

This leadership role oversees and improves line haul and last-mile delivery functions across the network. The position focuses on building an efficient delivery design, strengthening execution, managing vendors and partners, and enabling multi-channel fulfilment so customers receive orders on time and at the right cost.

Strategy and network design

• Develop and roll out the line haul and last-mile network in partnership with the NSO team.
• Update the existing network plan as business priorities shift, during peak demand periods, and when geography-based performance data points to improvements.
• Regularly review cost, coverage, and operational efficiency to raise delivery performance and expand reach.

Line haul operations

• Track movements between distribution centres and hubs across the country to keep stock transfers timely and efficient.
• Identify and remove delays in the line haul process by improving routing, fleet usage, and turnaround time.
• Coordinate with distribution centres and transport vendors to ensure movement SLAs are consistently met.

Last mile operations

• Ensure customers receive deliveries on or before the promised date across all locations.
• Continuously improve post-shipment performance metrics such as on-time delivery and customer satisfaction.
• Introduce and expand alternative delivery models, including gig-based delivery and hyperlocal partnerships, to increase flexibility and service reach.

Vendor and partner management

• Oversee national delivery and transport partners while tracking performance and compliance with SLAs.
• Ensure vendor invoices and payments are processed on time and that quarterly No Dues Certificates are maintained accurately.
• Create SOPs and assessment frameworks for onboarding, scaling, and managing logistics partners.

Innovation and channel expansion

• Design and implement new fulfilment channels such as ship-from-store and micro-hub delivery.
• Work with technology and operations teams to build workflows and launch plans for new last-mile models.
• Measure the impact of new delivery formats, collect customer feedback, and refine the approach based on results.