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Customer-centric eCommerce operations leader with 14+ years of experience across ecommerce, retail, logistics, and customer service operations in India and the UAE. Proven expertise in last-mile/first-mile logistics, omnichannel fulfillment, SLA/TAT management, and 3PL governance, with a data-driven approach to optimizing customer experience and unit economics. Strong record of scaling operations across geographies, improving NPS/CSAT, reducing cost per shipment, and building high-performing teams. Adept at capacity planning, KPI reporting, and cross-functional coordination spanning seller/buyer operations, inventory and order fulfillment, and partner performance management.…Customer-centric eCommerce operations leader with 14+ years of experience across ecommerce, retail, logistics, and customer service operations in India and the UAE. Proven expertise in last-mile/first-mile logistics, omnichannel fulfillment, SLA/TAT management, and 3PL governance, with a data-driven approach to optimizing customer experience and unit economics. Strong record of scaling operations across geographies, improving NPS/CSAT, reducing cost per shipment, and building high-performing teams. Adept at capacity planning, KPI reporting, and cross-functional coordination spanning seller/buyer operations, inventory and order fulfillment, and partner performance management.

Puneet Kukreja

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Customer-centric eCommerce operations leader with 14+ years of experience across ecommerce, retail, logistics, and customer service operations in India and the UAE. Proven expertise in last-mile/first-mile logistics, omnichannel fulfillment, SLA/TAT management, and 3PL governance, with a data-driven approach to optimizing customer experience and unit economics. Strong record of scaling operations across geographies, improving NPS/CSAT, reducing cost per shipment, and building high-performing teams. Adept at capacity planning, KPI reporting, and cross-functional coordination spanning seller/buyer operations, inventory and order fulfillment, and partner performance management.…Customer-centric eCommerce operations leader with 14+ years of experience across ecommerce, retail, logistics, and customer service operations in India and the UAE. Proven expertise in last-mile/first-mile logistics, omnichannel fulfillment, SLA/TAT management, and 3PL governance, with a data-driven approach to optimizing customer experience and unit economics. Strong record of scaling operations across geographies, improving NPS/CSAT, reducing cost per shipment, and building high-performing teams. Adept at capacity planning, KPI reporting, and cross-functional coordination spanning seller/buyer operations, inventory and order fulfillment, and partner performance management.

Available to hire

Customer-centric eCommerce operations leader with 14+ years of experience across ecommerce, retail, logistics, and customer service operations in India and the UAE. Proven expertise in last-mile/first-mile logistics, omnichannel fulfillment, SLA/TAT management, and 3PL governance, with a data-driven approach to optimizing customer experience and unit economics.

Strong record of scaling operations across geographies, improving NPS/CSAT, reducing cost per shipment, and building high-performing teams. Adept at capacity planning, KPI reporting, and cross-functional coordination spanning seller/buyer operations, inventory and order fulfillment, and partner performance management.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Language

English

Fluent

Hindi

Fluent

Panjabi, Punjabi

Advanced

Sindhi

Intermediate

Work Experience

Head of E-commerce Operations at Aueem MAll - Abudhabi

January 1, 2023 - Present

Led customer-centric operations with responsibility across ecommerce fulfillment and partner management. Owned ecommerce seller and buyer operations including first-mile and last-mile, authentication, photography, and global shipping. Designed and scaled last-mile network for forward and reverse logistics. Improved seller and customer NPS through data-driven operational improvements. Optimized logistics cost per shipment across international lanes; led capacity planning and workforce optimization across multiple operations teams. Managed SLA/TAT/KPI performance, end-to-end order fulfillment, inventory operations, and service quality improvements.

Head of eCommerce Operations at Aureem Mall - Dubai

January 1, 2023 - Present

Owned end-to-end eCommerce operations across first-mile/last-mile fulfillment, seller/buyer operations, authentication, photography, and global shipping. Designed and scaled last-mile network for forward and reverse logistics. Led customer experience and service delivery by improving delivery KPIs including order TAT and order accuracy; managed SLA adherence and service quality across omnichannel workflows. Implemented cost efficiency initiatives to optimize logistics cost per shipment and improve ROI. Built and led high-performing teams across multiple operational locations, managed capacity planning and workforce optimization for peak and BAU operations, and used analytics to identify bottlenecks in fulfillment and customer journeys. Managed courier and 3PL partner performance using KPI dashboards and continuous improvement. Oversaw eCommerce budgets with focus on cost efficiency and NPS/CSAT improvements.

Senior Manager – Operations at The Luxury Closet - Dubai

January 1, 2021 - January 1, 2023

Managed logistics & operations for eCommerce including forward and reverse logistics, inventory/order processing, and fulfillment coordination with internal teams and logistics partners. Directed order fulfillment and delivery performance (on-time, accurate, and seamless customer delivery), and improved customer experience through web/service enhancements and omnichannel capabilities (e.g., click & collect, in-store returns, cross-channel order visibility). Owned logistics governance including SLA/TAT/KPI management, 3PL and courier partner management, order accuracy, delivery TAT, and customer satisfaction metrics (NPS/CSAT/service quality). Used analytics to diagnose bottlenecks and drive corrective actions. Led capacity planning and workforce optimization, reduced logistics cost per shipment, and managed operational improvements supported by performance reporting and KPI dashboards.

Logistics & Special Projects Manager at Namshi.com - India

January 1, 2020 - January 1, 2021

Managed India operations intelligence and reporting frameworks for customer service, logistics, and warehouse functions. Created SQL-based reports and Zendesk reports to provide operational insights. Worked closely with 3PLs to monitor delivery performance and cost efficiency, supported invoicing and reconciliation, and contributed to performance benchmarking. Helped drive strategic initiatives focused on cost reduction and operational efficiency gains.

Logistics & Special Projects Manager / Managed first-mile and last-mile logistics at Namshi.com - India

January 1, 2019 - January 1, 2021

Managed first-mile and last-mile logistics using a hybrid model of owned fleet and 3PL partners. Handled global seller collections and buyer deliveries. Owned financial reconciliation, item-level tracking, and courier invoicing. Monitored logistics KPIs including delivery success rate, promised delivery performance, and turnaround time. Dynamically allocated shipments based on courier performance and cost efficiency, and led cost analysis and performance optimization for owned fleet operations. Led large-scale customer service and logistics operations supporting the UAE eCommerce business, managing customer support, buying and merchandising operations, and tech coordination. Ensured SLA and TAT achievement, roster efficiency, and shrinkage control; owned capacity planning for peak and BAU operations; reconciled courier invoices and tracked remittances within defined TATs. Managed 3PL partnerships for global pickup and delivery, established KPI dashboards for delivery %, TAT, and c

Operations Intelligence Analyst at Namshi.com - Dubai

January 1, 2017 - January 1, 2019

Managed reporting frameworks for Customer Service, Logistics, and Warehouse functions. Created SQL-based and Zendesk reports to generate operational insights. Collaborated closely with 3PLs to monitor delivery performance and cost efficiency, supporting invoicing, reconciliation, and performance benchmarking. Contributed to strategic initiatives focused on cost reduction and efficiency gains through data analysis and reporting.

Service Delivery Assistant Manager at Namshi.com - Dubai

January 1, 2014 - January 1, 2017

Led a 30-member customer service team handling email, chat, order confirmation, and pre-delivery customer experience. Managed multiple courier partners and tracked delivery performance. Owned CS reporting and logistics coordination. Ensured SLA adherence, invoicing accuracy, and reconciliation with courier partners.

Quality Analyst / Trainer at OLX.in - India

January 1, 2012 - January 1, 2014

Assistant / Customer Service (early career) at NA

January 1, 2012 - January 1, 2014

Early customer service experience supporting order and delivery-related customer communications and operational coordination. (Only partial details provided in the resume; role/company details are incomplete.)

Assistant Team Leader - Customer Service at NAPD eal.com - India

January 1, 2010 - January 1, 2012

Assistant Team Leader - Customer Service at NA

January 1, 2010 - January 1, 2012

Provided customer service support and contributed to delivery performance tracking and customer experience processes. (Only partial details provided in the resume; role/company details are incomplete.)