D2C Business Head

Job Summary

The D2C Business Head will be responsible for leading the end-to-end management of the brand’s website business, including revenue generation, P&L ownership, performance marketing, customer retention, and overall customer experience. This strategic leadership role aims to drive sustainable growth, optimize profitability, and unlock new growth levers by integrating various functions such as marketing, operations, and customer support. The role involves working closely with the founders and leading a cross-functional team to scale the business effectively.

Responsibilities

• Own the website’s revenue, P&L, contribution margin, and growth strategy, including building and defending revenue, spend, and margin forecasts in collaboration with the founders.
• Identify and prioritize high-impact growth levers across acquisition, conversion, and retention to develop a scalable and profitable roadmap.
• Set and oversee performance marketing strategies and budgets across platforms like Meta and Google, including creative testing, bidding, audience targeting, and channel expansion.
• Manage retention and CRM initiatives by developing strategies to increase repeat purchase rates, customer lifetime value (LTV), average order value (AOV), and engagement through email, SMS, WhatsApp, and push notifications.
• Own the website experience, including UI/UX, conversion rate optimization (CRO), checkout process, and order management, ensuring seamless customer journeys.
• Enhance customer experience by managing support SLAs, CSAT scores, complaint resolution, and post-purchase engagement to foster loyalty and retention.
• Lead and develop cross-functional teams across Performance Marketing, D2C Operations, Retention, and Customer Support, establishing clear targets, review processes, and business rhythms.
• Collaborate with cross-functional teams including marketing, technology, operations, and customer experience to implement strategic initiatives and improve overall business performance.

Qualifications

• 8+ years of overall experience, including 3+ years in D2C/e-commerce.
• Proven experience with large, established consumer brands.
• Demonstrated ownership of D2C/website revenue or P&L beyond a single functional area.
• Strong understanding of performance marketing platforms such as Meta and Google, including CAC, ROAS, creative testing, and budget strategies.
• Experience in acquisition, conversion, retention, and CRM.
• Working knowledge of CRO, website experience, order management, and customer support systems.
• Analytical and commercial orientation, with the ability to own and defend a business P&L.
• Experience leading cross-functional teams and working closely with founders or senior leadership.
• Educational qualifications are not explicitly specified but should align with senior leadership standards.

Preferred Skills

• Experience scaling a sizeable D2C website business.
• Exposure to tools such as Shopify, WebEngage, MoEngage, CleverTap, Freshdesk, Zendesk, GA4.
• Background in beauty, wellness, fragrance, personal care, or other consumer categories.

Experience

• Minimum of 8+ years of professional experience.
• Relevant experience in D2C/e-commerce environments, especially with large consumer brands.
• Proven track record of P&L ownership and strategic growth initiatives.

Environment

• Location: Mumbai, In-office.
• The role involves working in a collaborative, fast-paced environment with close interaction with founders and cross-functional teams.
• The position requires a strategic mindset with the ability to lead teams and manage multiple priorities.

Growth Opportunities

• Opportunity to own the entire D2C business rather than a single function.
• Direct collaboration with the founders on the next phase of growth.
• Potential to advance into broader Revenue leadership roles as the business scales.