Role Summary
We are seeking a performance-driven Key Accounts Manager to own and manage relationships with third-party delivery carrier companies and drive performance from ground in quick commerce logistics operations. The role's primary objective is to ensure
99% on-time delivery success rate at best delivery speed with a problem-solving approach.
Driving rider efficiency, minimise failed deliveries, process optimization, automation, controls, training, and governance. The position requires a strong blend of operational analytics, partner management, process engineering, and field execution.
Key Responsibilities
- Delivery Partner Management
- Own and manage end-to-end relationships with last-mile carrier companies
- Ensure partner adherence to SLAs and SOPs
- Ensure adherence to operational hygiene by partners through continued training and enforcements
- Act as single point of contact for performance, escalations, and commercial compliance
- Conduct daily, weekly and monthly business reviews (DBR/WBR/MBR) with partners using KPI dashboards
- Implement controls to minimise leakages and inefficiencies
- Quick problem solving to maintain operational performance targets
- Act as interface between Delivery Partner and Dark Store team
- Operational Excellence & KPI Ownership
- Drive delivery success Rate: 99%
- Deliver best customer experience benchmarks of net promoter score and contacts by customers
- Achieve targeted improvement in operational metrics such as:
- Unsuccessful delivery attempts,
- First Attempt Delivery Success,
- Timely Out for Delivery,
- Optimised Routing,
- Rider Throughput per day,
- Cost per Delivery,
- Cancellation & Return Rates
- Process Optimization & Automation
- On field execution of all the processes through carrier partners on time bound manner
- Identify inefficiencies and design scalable process solutions through operational playbook
- Implement corrective action plans for underperforming zones or vendors
- Work with product/tech teams to automate, simplify and enhance / improve workflows
- Reduce dependency on manual interventions
- Lead pilot programs for new frameworks and operational tools
- Ensure process driven execution
- Training & Capability Building with Carrier partners
- Design structured training for riders and team leads
- Cover modules for delivery etiquette, customer interaction, and problem resolution.
- Conduct periodic audits and enforce refresher training to maintain service consistency.
- Commercial & Contract Compliance
- Ensure carrier partners comply with contractual commercials, billing, and incentive structures.
- Audit invoices, validate payouts, and reconcile performance-linked payments.
Required Skills & Competencies
Technical / Functional Skills
- Strong understanding of last-mile logistics and quick commerce operations.
- Proficiency in data analysis tools like Excel.
- Experience working with dispatch systems, route optimization platforms, or logistics SaaS tools.
- Process mapping and SOP documentation expertise.
- Experience of process automation.
Soft Skills
- Analytical problem solver with structured thinking.
- Strong stakeholder management ability.
- High ownership mindset with bias for execution.
- Clear communicator with internal as well as external partners.
- Ability to handle ambiguity and operate in fast-paced environments.
- Conflict resolution and escalation management capability.
- Detail-oriented with strong follow-through discipline.
Eligibility Criteria
- 3-7 years of experience in logistics, supply chain, quick commerce, or marketplace operations.
- Prior experience managing third-party vendors or delivery partners preferred.
About Company
Founded in 2011, Purplle has emerged as one of India's premier omnichannel beauty destinations, redefining the way millions shop for beauty. With 1,000+ brands, 60,000+ products, and over 7 million monthly active users, Purplle has built a powerhouse platform that seamlessly blends online and offline experiences.
Expanding its footprint in 2022, Purplle introduced 6,000+ offline touchpoints and launched 100+ stores, strengthening its presence beyond digital. Beyond hosting third-party brands, Purplle has successfully scaled its own D2C powerhousesFACES CANADA, Good Vibes, Carmesi, Purplle, and NY Baeoffering trend-driven, high-quality beauty essentials.
What sets Purplle apart is its technology driven hyper-personalized shopping experience. By curating detailed user personas, enabling virtual makeup trials, and delivering tailored product recommendations based on personality, search intent, and purchase behavior, Purplle ensures a unique, customer-first approach.
In 2022, Purplle achieved unicorn status, becoming India's 102nd unicorn, backed by an esteemed group of investors including ADIA, Kedaara, Premji Invest, Sequoia Capital India, JSW Ventures, Goldman Sachs, Verlinvest, Blume Ventures, and Paramark Ventures.
With a 3,000+ strong team and an unstoppable vision, Purplle is set to lead the charge in India's booming beauty landscape, revolutionizing the way the nation experiences beauty.
