DTC/D2C CPG Leader

About the job The ideal candidate would bring deep experience and a strong understanding of hands-on expertise building and scaling direct to consumer platforms. This leader will own the end-to-end digital commerce ecosystem from digital shelf optimization and retail media to CRM, lifecycle marketing, and fulfillment strategy. The mission is to build a dependable direct to consumer operating system that supports profitable growth, strong customer experience, and scalable product launches across frozen and future non-perishable categories. RESPONSIBILITIES • Own CPG demand planning in partnership with finance, supply chain, and product teams • Align inventory allocation across launches, ongoing sales, and broader business constraints • Monitor in-stock risk, replenishment timelines, and 3PL inventory positioning • Build tools and processes to improve forecast accuracy and reduce stockouts and excess • Own day-to-day relationship with 3PL and key operational partners • Manage fulfillment performance across order processing, shipping, delivery timing, damages, and returns • Define and continuously improve SOPs for frozen fulfillment, packaging, inserts, and issue resolution • Ensure operational readiness for product launches, promotions, and demand spikes • Track support ticket trends, refund/replacement drivers, and customer feedback signals • Translate customer pain points into operational improvements across packaging, shipping, product pages, FAQs, and communications • Ensure the end-to-end customer experience aligns with the brand promise • Own daily and weekly operational reporting across orders, fulfillment, inventory, customer issues, and margin drivers • Build dashboards and scorecards for leadership visibility and decision-making • Analyze order-level economics including shipping, packaging, discounts, fees, and refunds • Lead root-cause analysis and corrective action planning when performance falls short • Lead weekly operating meetings, launch readiness reviews, and action tracking • Improve workflows, decision-making frameworks, and accountability across teams • Establish a consistent weekly operating cadence across inventory, fulfillment, customer experience, and reporting • Improve forecast accuracy and alignment across launches, promotions, and supply constraints • Strengthen 3PL management, SOPs, and cost control • Reduce order defects, shipment issues, refunds, and customer complaints • Build clear, actionable reporting on business performance and operational drivers • Improve contribution margin through operational discipline and optimization • Develop scalable processes for launches, bundles, and new product categories QUALIFICATIONS • Experience in e-commerce operations, direct to consumer operations, supply chain, or business operations • Strong analytical skills with proficiency in spreadsheets, reporting, and operational metrics • Experience in Shopify or similar direct to consumer platforms preferred • Background in food, beverage, CPG, or temperature-sensitive fulfillment strongly preferred • Demonstrated ability to build structure and drive execution in fast-paced, ambiguous environments • Demonstrated ability to influence through storytelling, communications, and stakeholder engagement • Strong project management and cross-functional collaboration skills in a fast-paced environment • High emotional intelligence, sound judgment, and a deep commitment to purpose-driven work • Strong strategic thinking skillset • Experience in relationship building & stakeholder influence • Strong verbal and written communications • Data-driven decision making • Bachelor's degree in a related field required