Direct-to-Consumer (DTC) Leader

E-Commerce, Direct-to-Consumer (DTC) Leader

Contract to Full Time (No 3rd party resumes)

Onsite (El Segundo, CA)

Our client is seeking an E-Commerce Leader to build and lead the operating backbone of our direct-to-consumer (DTC) business. This role is responsible for translating commercial strategy into disciplined, high-quality execution across forecasting, inventory, fulfillment, customer experience, reporting, and cross-functional coordination.

The ideal candidate brings deep experience in consumer-packaged goods (Client), a strong understanding of omnichannel retail, and hands-on expertise building and scaling DTC 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 DTC operating system that supports profitable growth, strong customer experience, and scalable product launches across frozen and future non-perishable categories.

TASKS, DUTIES, & GENERAL RESPONSIBILITIES

1. Forecasting, Inventory & Supply Coordination

• Own DTC 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

2. Fulfillment & 3PL Management

• 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
• Monitor and optimize shipping and fulfillment costs
• Ensure operational readiness for product launches, promotions, and demand spikes

3. Customer Experience Operations

• Partner with customer service teams to identify and resolve recurring issues
• 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

4. Analytics & Reporting

• 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

5. Process & Program Management

• Serve as the connective tissue across marketing, finance, supply chain, product, legal, and external partners
• Lead weekly operating meetings, launch readiness reviews, and action tracking
• Improve workflows, decision-making frameworks, and accountability across teams
• Support implementation and optimization of key tools (Shopify, Klaviyo, CX platforms, subscriptions, analytics stack)

QUALIFICATIONS

• Bachelor's degree in a related field required
• 7 years of experience in e-commerce operations, DTC operations, supply chain, or business operations
• Experience managing 3PLs and end-to-end fulfillment operations
• Strong analytical skills with proficiency in spreadsheets, reporting, and operational metrics
• Experience in Shopify or similar DTC platforms preferred
• Background in food, beverage, Client, 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