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.