General Manager - Fulfilment/Logistics/Supply Chain

Only Logistics/Quick Commerce/Logistics Tech/Courier/Freight/Fulfilment/Warehousing Background wanted General Manager - Fulfilment Gurgaon | Reporting to Founder | Full-time Leadership Role | Alt Sat working About: The client helps Indian e-commerce sellers ship products directly to customers across international markets. We are now building the next leg of our growth: a global fulfilment network that enables Indian brands to stock inventory in the US and Europe and fulfil orders locally. This will allow sellers to offer faster delivery, reduce per-order shipping costs, manage returns locally and create a better customer experience. In addition to serving the existing seller base, the fulfilment business will offer services to other Indian and international businesses requiring warehousing and order fulfilment in the US and Europe. The Opportunity: We are looking for an entrepreneurial leader to build Fulfilment from zero to one. This is not a conventional warehouse-operations role. It is a business-building position with end-to-end responsibility for validating the proposition, acquiring customers, establishing fulfilment capabilities, designing the operating model and building the division into a scalable, profitable business. The person will initially be expected to spend significant time on business development - converting suitable sellers from ShipGlobal's existing customer base and winning external customers. Day-to-day warehouse coordination can be supported by a junior operations team, but the Business Head will remain accountable for the overall customer experience, operating model and commercial success of the division. We are looking for someone who is comfortable operating with ambiguity, speaking directly with customers, negotiating with overseas partners and doing whatever is necessary to get the first set of customers live. Your Mandate: Take an established fulfilment capability and build it into a scalable, revenue-generating and profitable business within the firm. - Build a meaningful customer base across the existing seller ecosystem and external Indian and international businesses. - Create a predictable revenue engine through direct sales, partnerships, referrals and repeatable go-to-market channels. - Establish strong customer-level and service-level economics and build a clear path to profitability. - Create the operating structures, processes, team and management cadence required to scale. - Build the business from early hands-on execution into a professionally managed, repeatable growth engine. What You Will Own: 1. Own the Business Strategy & P&L: - Develop and execute the business plan, market proposition and go-to-market strategy for Fulfilment. - Own revenue, gross margin, contribution margin, customer experience and, progressively, the full P&L of the business. - Identify the most attractive customer segments, product categories, fulfilment locations and service offerings. - Build business cases and financial models for new services, locations, partnerships and investments. - Balance growth, customer value, working capital and profitability as the business scales. 2. Build Revenue & Customer Acquisition: - Analyse existing seller base and identify customers suitable for inventory-based fulfilment. - Personally engage, pitch, negotiate and convert the first set of fulfilment customers. - Build external business across Indian D2C brands, marketplace sellers, exporters, aggregators and other businesses requiring fulfilment in the US or Europe. - Build a strong sales pipeline through founder networks, partnerships, referrals, industry associations and direct outreach. - Establish sales targets, pipeline discipline, conversion metrics and a repeatable customer acquisition engine. - Understand each prospect's order volumes, SKU profile, inventory requirements, destination mix and unit economics. - Create tailored fulfilment proposals and business cases that clearly demonstrate improvements in delivery speed, shipping costs, customer experience and overall unit economics. - Own the complete commercial cycle - from lead generation and solution design to negotiation, contracting and customer launch. - Turn early customer wins into case studies, referrals and repeatable sales playbooks. 3. Build the Commercial Model & Unit Economics: - Define pricing, minimum commitments, storage and handling charges, onboarding fees, returns charges and commercial terms. - Establish customer-level profitability and contribution-margin visibility. - Evaluate fulfilment economics by customer, geography, service and order profile. - Identify and address loss-making customers, services or operating models. - Continuously improve pricing, cost-to-serve and contribution economics as volumes scale. - Create a clear roadmap from the current partner-led model towards a larger, scalable fulfilment network. 4. Build the Operating Engine: - Personally oversee onboarding and launch of the first set of fulfilment customers. - Create and institutionalise processes for inbound receiving, inventory accuracy, order processing, dispatch, returns and claims. - Establish clear service levels with customers and overseas warehouse/3PL partners. - Hold internal teams and overseas fulfilment partners accountable for agreed SLAs, operational performance and customer commitments. - Build dashboards covering inventory accuracy, order turnaround, fulfilment cost, delivery performance, returns and customer satisfaction. - Ensure operational performance consistently supports the commercial promises made to customers. - Use technology, automation and data to improve scalability, visibility and cost efficiency. 5. Build the Organisation & Management System: - Define the organisation structure required to scale the business across commercial, operations and customer success. - Recruit, develop and manage a lean, high-performing team as the business grows. - Establish clear roles, responsibilities, decision rights and accountability. - Create business rhythms including pipeline reviews, operational reviews, customer reviews and monthly P&L reviews. - Build SOPs, governance mechanisms and escalation frameworks that allow the business to scale without excessive founder dependence. - Create a culture of ownership, speed, commercial accountability and customer focus. 6. Lead Customer Success & Partnerships: - Own the overall customer experience and retention of fulfilment customers. - Build strong relationships with overseas warehouses, 3PLs and last-mile partners. - Evaluate, negotiate and manage international fulfilment and logistics partnerships. - Resolve critical customer and operational issues quickly while protecting service quality and economics. - Use customer feedback and performance data to continuously improve the proposition. How You Will Be Measured: Growth: - Fulfilment revenue and revenue growth - New customers acquired - Conversion of existing sellers - External customer acquisition - Qualified pipeline and conversion rate - Active customers and orders fulfilled - Customer retention Economics: - Gross margin - Contribution margin - Revenue and contribution per customer - Fulfilment cost per order - Customer and service-level profitability - Progress towards P&L profitability Operations & Customer Experience: - Customer onboarding turnaround time - Inventory accuracy - Same-day/next-day warehouse dispatch rate - Returns and claims performance - Operational errors - Customer satisfaction Organisation & Scale: - Team productivity and capability - Process adherence and SLA performance - Management reporting and review cadence - Process improvement and automation Who We Are Looking For: We are looking for a business builder - not simply a fulfilment operator. The strongest candidate will have demonstrated the ability to take an early-stage busin