ABOUT THE ROLE
This is Native Milk's most important leadership hire. As COO / Head of D2C, you will own the full D2C P&L and be the single accountable leader above three growing teams renewals, customer acquisition, and customer support. You'll build the operating rhythm that lets Native Milk scale from a strong regional brand to a national one. You will work directly with the founders and have real ownership of business outcomes from day one.
WHAT YOU'LL DO
Own the D2C P&L — subscriber growth, retention, ARPU, churn, and NPS
- Lead and scale three D2C sub-teams: renewals, customer acquisition, and customer support
- Build operating cadences across D2C — weekly reviews, monthly business reviews, city-level
performance tracking
- Partner with the Marketing Head on acquisition strategy and with the Qcomm Growth Manager on
cross-channel coordination
- Define and own the metrics that matter: CAC, LTV, payback period, cohort retention, and
complaint resolution rate
- Drive city expansion — oversee operational readiness for Pune, Nashik, and new city launches
- Work with the Tech/PM team on the D2C product roadmap — subscription flows, customer app
and web experience, and traceability integration
- Represent D2C in investor updates, board discussions, and external partnerships
- Hire, coach, and retain the D2C team as the company scales
Must-haves
- Proven experience running a D2C operation at a consumer or food brand — not just managing a function within one
- Track record of building and scaling customer-facing teams covering acquisition, retention, and support Strong command of subscription economics you understand CAC, LTV, churn levers, and cohort behaviour intuitively
- Comfortable owning a P&L and presenting it to founders and investors with clarity
Good to have
- 8–12 years of experience with at least 3 years in a leadership or general management role
- Background in F&B, dairy, or perishable goods is a strong advantage
- Data-first mindset you run business reviews from dashboards, not gut feel
- Experience working directly with founders in an early-to-growth stage company
- Exposure to multi-city operations or geographic expansion is a plus
Pay: ₹800,000.00 - ₹1,200,000.00 per year
Work Location: In person
