Senior Manager-Operations & Customer Experience

Blissclub; Bengaluru; On-site; INR 4,000,000 - 6,500,000; Full time

Benefits offered by this job

Competitive compensation

ESOPs

Directly with founding team

Job summary

Blissclub, Bengaluru, is seeking a Senior Manager Operations & Customer Experience to own the end-to-end fulfillment engine and the customer journey from first touch to post-purchase support. You will optimize warehousing, logistics, inventory, packaging, and vendor partnerships while building a scalable CX strategy across website, stores, and channels.

Collaborate with founding leadership to scale intelligently, set measurable outcomes, and drive improvements in CSAT, NPS, and delivery

Qualifications

• 7–10 years of experience in consumer brands, D2C, or retail.
• Strong analytical ability and data-driven mindset.
• Experience with multi-channel fulfilment including Q-commerce and marketplaces.

Responsibilities

• Oversee end-to-end warehouse operations: inventory accuracy, replenishment, ageing, loss prevention across channels.
• Own end-to-end customer experience across website, stores, and post-purchase touchpoints.
• Lead cross-functional collaboration with Sourcing, Finance, Category, and Growth.
• Define and track CX metrics and drive improvements across the funnel.

Skills

Operations management

Customer experience design

Data-driven decisions

Multi-channel fulfilment

Cross-functional leadership

Tools

ERP systems

CRM platforms

Job description

Blissclub is one of India’s fastest-growing apparel brands, built with a singular mission: to build comfortable and functional apparel for India. We are reimagining the apparel space not just designing products, but building a movement. What started as a community-first D2C brand has expanded into experience-led retail destinations where our Blissqueens don’t just shop, they connect, discover, and belong.

Founded in 2020 by ISB alum Minu Margeret, Blissclub raised its Series A of $15 million in May 2022, led by Eight Roads Ventures and Elevation Capital. This was followed by a Pre-Series B round of ₹33 crore and a Series B round of ₹160 crore, led by Singularity.

Featured on LinkedIn’s Top Startups list in 2022 and 2025, we’re one of India’s fastest-growing D2C brands redefining comfortable apparel for India.

About the Role

We're hiring a Senior Manager Operations & Customer Experience: someone who can hold two things at once the rigour to run tight backend operations, and the empathy to obsess over every customer interaction.This role spans two interconnected charters. First, you'll own the operational engine that powers BlissClub's fulfillment warehousing, logistics, and systems across D2C, retail, and marketplaces. Second, and equally important, you'll own the end-to-end Customer Experience from the moment someone lands on our website or walks into a store, to what happens after they've placed an order, received it, and reached out for help.You'll work directly with the founding and leadership team as a strategic thought partner helping shape how BlissClub scales intelligently, not just fast. This is a role for someone who thinks in systems, builds for the long term, and holds themselves accountable to measurable outcomes.

Key ResponsibilitiesOperations Strategy & Fulfillment

• Manage warehouse operations end-to-end: inventory accuracy, replenishment planning, ageing, and loss prevention across channels.
• Optimize dispatch and logistics across D2C, marketplaces, retail, and quick commerce managing SLAs, reducing RTOs, and improving delivery TATs through strong vendor partnerships.
• Ensure seamless order flow, packaging standards, and post-order experience across all fulfillment formats.
• Lead sourcing and procurement for packaging and operational materials.
• Collaborate cross-functionally with Sourcing, Finance, Category, and Growth on demand planning and cost control.

Customer Experience

• Own BlissClub's end-to-end customer experience across our website, retail stores, and all post-purchase touchpoints with customer NPS as your north star metric.
• Design and implement the CX strategy: mapping the full customer journey, identifying friction points, and building interventions that measurably improve satisfaction and loyalty.
• Lead and scale the customer support function building team capacity, processes, and tooling to handle growing query volumes across channels (email, chat, social, in-store).
• Own the voice of the customer inside BlissClub: synthesize support data, CSAT signals, return patterns, and NPS feedback into actionable insights for product, marketing, and ops teams.
• Define and track CX metrics across the funnel from pre-purchase (website and store experience) to post-purchase (delivery, returns, support).

Qualifications

• 7–10 years of experience, with meaningful time in consumer brands D2C, retail, or both. You've run operations and thought seriously about customer experience, not just one or the other.
• Strong analytical ability: comfortable building frameworks, working with data, and translating insight into action.
• Experience with multi-channel fulfilment including Q-commerce, retail, and marketplaces.
• A deep understanding of inventory systems, warehousing workflows, and logistics SLAs. You should be adept at optimizing these processes to enhance efficiency and effectiveness.
• Experience leading cross-functional work you know how to align teams around a shared goal without formal authority.
• A founder mindset: you don't wait to be asked, you don't hand problems upward, and you raise the standard of whatever you touch.
• Excellent communication written and verbal. You can present a strategic recommendation as clearly as you can write a customer-facing SOP.

Why Join Blissclub

• A seat at the table: you'll work directly with the founding team and have genuine influence over how this company is built.
• Real ownership: this role shapes Blissclub's operational future you'll see the impact of your decisions every day.
• Competitive compensation and ESOPs.
• A brand people love, a product that's genuinely differentiated, and a team that cares deeply about doing things right.
• The chance to build something meaningful for a community of women who show up for themselves every day.