Nilesh Soni

Owned full P&L accountability across post-order ops, CS, catalogue, and analytics — functioning as COO for all operational verticals. Delivered 100% MoM GMV and order volume growth for three consecutive months by realigning demand forecasting, warehouse capacity, and last-mile execution. Reduced logistics and warehousing costs by 50%, improving P&L margins by ~3%, through 3PL renegotiation, warehouse slotting redesign, and fulfilment consolidation. Deployed automation-first CS and catalogue platforms — enabling scale without linear headcount growth and cutting CS FTE cost by 50%. Built company-wide BI dashboards and analytics infrastructure enabling data-driven decision making at CXO level.

Scaled Nykaa Fashion's omnichannel fulfilment across 1,000+ stores from Day 0 — a distributed store-as-fulfilment-node model directly analogous to a dark store grid — now contributing 6% of total business. Managed end-to-end last-mile SLA, delivery TAT, and hyperlocal inventory accuracy across the full network — transferable to 10–30 min quick commerce fulfilment. Reduced RTO and cancellation leakage by 9%, recovering ₹20+ Cr annually through fulfilment SOPs, SLA enforcement, and real-time order intervention. Built and led a 200+ person team across vendor management and CS, owning hiring, performance, and SLA governance at scale. Designed Seller Portal modules and Seller Academy — reducing seller-driven complaints by 20% and delivering 25+ product features improving vendor efficiency. Awarded Employee of the Quarter for contributions across CS and vendor management.

Transformed CX at Nykaa fashion: CSAT from 43% to 92%, FRT cut by 90%, ART by 53%, missed calls eliminated — through product-led process redesigns. Scaled AI chatbot deflection from 47% to 78% via ML-driven intent modelling — reducing live-agent dependency and cutting FTE cost. Delivered 40+ product improvements targeting CSAT, ART, FRT, SLA adherence, and contact rate reduction across beauty and fashion. Reduced team loading rate from 111% to 12% through workforce management redesign and capacity planning. Launched Control Tower and fraud detection frameworks, improving visibility and reducing fraudulent escalations.

Owned catalogue ops and P&L for Nykaa Fashion's ₹200 Cr international border business — OTB buys, discount architecture, content quality, and brand performance. Scaled 5+ brands by 100% GMV in six months; onboarded 20+ international labels managing full catalogue integration and listing accuracy. Launched Foot Locker and 20+ brands end-to-end — tech integration, catalogue setup, and post-launch ops.

Managed post-order experience and roadmap for 12+ D2C fashion websites — owning product lifecycle from ideation to deployment. Reduced customer complaints on NYKD by 60% by redesigning post-order flows — delivery visibility, return initiation, and resolution TAT.

Led 300+ member CS team (in-house and outsourced), managing escalation frameworks, SLA governance, and quality across all touchpoints. Reduced contact rate by 25%, generating ₹1.86 Cr in savings and ₹1.5 Cr annual cost reduction through cross-functional process improvement.

Led Lean Six Sigma and digital transformation across 4 enterprise accounts — $200K+ business impact, $100K+ in RPA opportunities identified. Mentored cross-functional improvement projects delivering 25%+ productivity gains through automation deployment.

Managed 90-person site team; initiated inventory digitisation saving 200+ manhours per month.