Operation Head or General Manager – Operations (Supply Chain)

Operation Head or General Manager – Operations (Supply Chain) Position: Operation Head or General Manager – Operations (Supply Chain)

Location: Kolkata Office

Type: Full-time

Job Description

Department: Operations – Procurement & Supply Chain

Industry: Retail / Lifestyle / Fashion / Eyewear

Reporting To: Managing Director

Role Overview

The Positionwill lead the strategic and operational management of the company’s supply chain, logistics, procurement, and customer service functions. The incumbent will be responsible for ensuring seamless flow of goods—from global sourcing and import formalities to domestic distribution and retail replenishment—while maintaining optimal inventory levels, operational efficiency, and service excellence.

This is a pivotal leadership role requiring a dynamic professional who can align operations with business strategy, optimize cost structures, and deliver a superior customer experience.

Key Responsibilities

• Supply Chain & Logistics Management
• Drive end-to-end supply chain operations encompassing procurement, imports, warehousing, and outbound logistics.
• Plan and execute inbound and outbound logistics with a focus on on-time delivery, cost control, and process efficiency.
• Oversee coordination with freight forwarders, CHA, and customs authorities for smooth import and clearance activities.
• Monitor shipment schedules and proactively resolve any logistical or documentation bottlenecks.
• Establish and review vendor SLAs, freight costs, and service quality metrics regularly.
• Procurement & Planning
• Formulate and implement procurement strategies aligned with sales projections and seasonal business cycles.
• Ensure sourcing of materials and merchandise at competitive cost without compromising on quality or timelines.
• Manage vendor relationships, negotiations, and performance evaluations.
• Oversee demand forecasting, purchase planning, and stock replenishment to maintain healthy inventory turns.
• Inventory & Supply Optimization
• Maintain end-to-end visibility and control over inventory across warehouses and retail locations.
• Collaborate with sales, merchandising, and retail teams to balance demand and supply efficiently.
• Drive initiatives to reduce dead stock, minimize return and pilferage, and optimize warehouse utilization.
• Implement and monitor system / technology based inventory management systems to ensure real-time stock accuracy.
• Customer Service & Key Account Management
• Act as the escalation point for operational or service-related customer queries.
• Ensure service SLAs are consistently met through close coordination between operations, logistics, and sales teams.
• Strengthen relationships with key customers, partners, and retail stakeholders through proactive communication and dependable service delivery.
• Implement process improvements to enhance post-sales service experience and customer satisfaction metrics.
• Cross-Functional Coordination & Leadership
• Lead and mentor a multi-disciplinary operations team with focus on accountability, ownership, and continuous improvement.
• Collaborate closely with the Sales, Finance, Retail, and Import teams to ensure seamless coordination and alignment of objectives.
• Institutionalize SOPs, process metrics, and performance dashboards for effective monitoring and control.
• Foster a results-oriented and customer-focused culture within the operations department.
• Compliance, Documentation & Reporting
• Ensure adherence to statutory and regulatory requirements related to imports, logistics, and warehousing.
• Oversee customs documentation, import formalities, and related financial reconciliations.
• Develop and maintain robust MIS reports covering operational KPIs, inventory metrics, logistics costs, and procurement efficiency.
• Present data-driven insights and recommendations to senior management for strategic decision-making.
• IT-Enabled Warehousing & Technology Transformation
• Spearhead the implementation of modern, IT-enabled warehousing solutions to enhance operational speed and accuracy.
• Lead deployment and adoption of Warehouse Management Systems (WMS), barcode-based tracking, and digital inventory monitoring tools.
• Drive transformation towards a technology-driven, data-centric operational culture, integrating real-time reporting and analytics across all functions.
• Ensure continuous improvement and automation in warehouse processes to align with global best practices.

Key Competencies

• Strong command over Supply Chain Management, Import/Export Operations, and Procurement Planning.
• Demonstrated ability in inventory control, logistics optimization, and cost rationalization.
• Proven expertise in cross-functional coordination and stakeholder management.
• Hands-on experience with ERP / WMS systems and advanced Excel / reporting tools.
• Excellent analytical, leadership, and decision-making skills.
• Strong business acumen with a customer-centric mindset.

Qualifications & Experience

• Postgraduate (From leading B School) in Business Administration, Supply Chain, or Operations Management.
• 10–15 years of progressive experience in operations, logistics, or supply chain management, preferably within the retail, lifestyle, or consumer goods industry.
• Proven experience in handling imports, vendor management, and multi-location distribution networks.
• Exceptional leadership credentials with a track record of process transformation and operational excellence.

Performance Indicators (KPIs)

• Cost efficiency in logistics and procurement
• Inventory accuracy and turnover ratio
• On-time delivery and order fulfilment rate
• Reduction in lead times and stockouts
• Customer satisfaction and service resolution metrics
• Compliance and process adherence

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