D2C · E-commerce · Quick Commerce · Technology

Your one-stop
partner to build,
scale & fix.

Founders and VCs come to me when they need one person who can see across ops, technology, CX, and strategy — and either solve it directly or bring the right team to build it. No handoffs, no miscommunication between consultants.

Operations · Technology · CX · Marketing Automation · Strategy

Explore how we work See the results
11 Yrs
Senior ops leadership
Rs.20+ Cr
Revenue leakage recovered
300+
People led across functions
IIM-L
MBA · Class of 2017
What I do
Every problem a D2C brand
faces — I've lived it.
Whether it's leaking GMV, broken CX, a tech stack that can't scale, or a go-to-market that isn't converting — I plug in at the right level and fix it.
01
⚙️
Operations & Fulfilment
From day-one ops architecture to fixing a scaling supply chain — 3PL renegotiation, warehouse design, SLA governance, RTO reduction, quick commerce readiness, and P&L ownership. I've run ops teams of 300+ at brands doing Rs.50–2,000 Cr GMV.
Post-order ops3PL MgmtRTO Recovery Warehouse DesignQuick CommerceP&L Ownership
02
💻
Technology & Digital Build
I scope, manage, and deliver technology projects through a trusted team of 50+ engineers — Shopify and WooCommerce stores, custom platforms, AI/ML solutions, cloud migration, ERP implementation, app modernisation, and IoT. You deal with one person. The team delivers.
Shopify / WooCommerceAI & MLCloud Migration ERPApp ModernisationCustom Platforms
03
📣
Customer Experience & CX Tech
End-to-end CX transformation — AI chatbot deployment, ML-driven deflection, CSAT uplift, escalation framework design, BPO management, and automation-first CS operations. I've moved CSAT from 43% to 92% and cut contact rates from 111% to 12% at scale.
AI ChatbotsML DeflectionCSAT Uplift BPO MgmtVoiceflown8n / Make.com
04
🧭
Strategy, Analytics & Growth
OKR and KPI framework design, BI dashboard builds, data infrastructure, marketing automation, Shopify SEO, go-to-market strategy for D2C launches, and vendor/seller ecosystem management. I translate data into decisions that move revenue.
BI DashboardsOKR DesignMarketing Automation SEOVendor OpsSeller Portal
How I work
One face. Full capability.
You don't manage a roster of consultants and agencies. You call me. I bring what's needed.
01
Understand your business first
Every engagement starts with a deep-dive into your P&L, ops stack, tech infrastructure, and growth goals. I ask the questions a future COO would ask — before recommending anything.
02
Diagnose where the bleeding is
Ops audit, tech assessment, CX analysis, or strategy review — I identify the highest-ROI interventions first. You get a prioritised action plan, not a list of everything that could theoretically be better.
03
Execute — directly or with my team
For ops and strategy, I execute hands-on. For technology builds, I bring in a 50+ engineer team I've worked with and trust — with me as your single point of contact throughout.
04
Stay until the result is real
I don't hand over a deck and disappear. Engagements run until KPIs move — whether that's CSAT, GMV, cost per order, or tech go-live. You always know the status.
NS
Nilesh Soni
Your single point of contact
Capabilities I bring to every engagement
Post-order Ops
3PL & Logistics
Quick Commerce
P&L Management
Shopify / WooCommerce
AI / ML Solutions
Cloud & ERP
App Development
AI Chatbots & CX
Marketing Automation
BI Dashboards
OKR / KPI Design
You deal with one person
Your brand grows. Your P&L improves.
Proven Results
Numbers that came from
real decisions at real brands.
43% → 92%
CSAT improvement
AI chatbot, ML intent modelling, escalation SOPs, workforce redesign. FRT cut 90%, ART cut 53%.
Nykaa Fashion · CX Transformation
111% → 12%
Contact rate reduction
Workforce management redesign and capacity planning — cost savings without headcount cuts.
Nykaa Fashion · Operations
Rs.20+ Cr
Revenue leakage recovered
RTO and cancellation reduction through fulfilment SOPs, real-time intervention and SLA enforcement.
Nykaa Fashion · Post-order
50% cut
Logistics cost reduction
3PL renegotiation, warehouse slotting redesign. ~3% P&L margin lift delivered at Kult.
Kult E-commerce · Ops
100% MoM
GMV growth · 3 months
Demand forecasting, warehouse capacity, and last-mile execution realigned as COO-equivalent.
Kult E-commerce · COO Role
800–1000
Orders processed daily
Shopify build with SEO and marketing automation for one of India's largest bakery chains.
Aubree · E-commerce Build
Selected Work
Problems I've solved.
Results I've delivered.
Operations
Nykaa Fashion
CSAT: 43% to 92% — CX rebuilt from scratch
Rebuilt the entire CX stack — AI chatbot with ML intent modelling, escalation SOPs, and workforce redesign. FRT cut 90%, ART cut 53%, missed calls eliminated. Contact rate reduced from 111% to 12% without any headcount reduction.
AI/ML CXWorkforce DesignPost-order Ops
Technology
Angel One · Managed Build
Gamified LMS Platform for Smart Money
Scoped and delivered a gamified Learning Management System for Angel One's Smart Money initiative — interactive quizzes, certificate generation, leaderboards. Drove significantly higher completion rates for India's largest stockbroker.
LMS DevelopmentGamificationFintech
Operations
Kult E-commerce
50% logistics cut + 100% MoM GMV growth
As COO-equivalent: 3PL renegotiation, warehouse slotting redesign, and fulfilment consolidation. Delivered ~3% P&L margin improvement while simultaneously growing order volume 100% MoM for three consecutive months.
3PLP&L ImprovementGMV Growth
Technology
ONGC · Managed Build
AI-Powered Compliance Certificate System
Scoped and delivered a custom AI/ML system automating Essentiality Certificate generation for ONGC — document classification, rule-based decision-making, real-time tracking, and audit trails for a high-volume government workflow.
AI/MLGovernmentCompliance
Operations
Nykaa Fashion
Rs.20+ Cr recovered from post-order leakage
Scaled omnichannel fulfilment across 1,000+ stores from Day 0 — a distributed dark-store grid model. Reduced RTO and cancellation leakage by 9% through SOPs, real-time order intervention. Net GMV leakage improved from 57% to 42%.
RTO RecoveryOmnichannelDark Store
CX + Technology
Aubree · Managed Build
Shopify store processing 800–1000 orders daily
For one of India's largest bakery chains — full Shopify build with SEO optimisation, marketing automation, and fast-loading architecture. Transformed their digital presence and enabled consistent high-volume daily order processing.
ShopifySEOMarketing Automation
Experience & Clients
The brands I've worked in,
and the brands I've built for.
Senior ops roles at
Nykaa FashionPaytm MallKult E-commerceEXL ServiceLarsen & Toubro
Technology projects delivered for
ONGCANIAngel OneWave City GroupTataHimalayaNestleReliance RetailJM FinancialSodexoRML HospitalZeeva Clinic
Engagement Models
How we start working together.
Every engagement is structured around your specific stage and problem — not a fixed retainer or a generic consulting package.
01
Ops & Business Audit
A structured deep-dive into your operations, tech stack, CX, and growth levers. Delivered as a prioritised 90-day action plan with clear ROI projections.
Ideal starting point for most brands
02
Fractional COO / Head of Ops
I embed as your senior ops leader on a part-time basis — owning KPIs, vendors, teams, and roadmap without the full-time VP cost.
Post-seed to Series B brands
03
Technology Project Delivery
You define the need — Shopify store, AI chatbot, CX platform, ERP, or custom app. I scope, manage, and deliver it with a trusted engineering team.
Any stage with a defined build need
04
Full-Stack Transformation
End-to-end engagement covering ops, tech, CX, and analytics. Strategy through execution — one partner, one point of accountability.
Growth-stage and enterprise brands
05
VC Portfolio Advisor
A standing arrangement with VC funds — available to portfolio companies for ops and tech challenges at pre-agreed terms. One call unlocks senior expertise for your portfolio.
D2C focused VC funds
06
MVP in 90 Days
For startups validating fast — ops-informed product thinking with a 90-day delivery commitment. Business-first approach, scalable architecture from day one.
Pre-seed and new D2C ventures
Let's talk
One call.
Clarity on everything.
Whether you have a specific problem or just want to sense-check your ops and tech roadmap — book 20 minutes. No pitch, no obligation.
Email me directly LinkedIn
nilesh.soni@iiml.org  ·  +91 95840 06779  ·  Delhi NCR  ·  Pan-India & Remote
IIM Lucknow  ·  Ex-Nykaa Fashion  ·  Ex-Paytm Mall  ·  Ex-Kult  ·  Ex-EXL Service