Reliance Retail taps Gaurav Kapil as senior vice president, business head

MUMBAI: Reliance Retail has appointed Gaurav Kapil as senior vice president and business head, strengthening its top deck with a seasoned operator known for scaling consumer-facing businesses and sharpening customer experience.

Kapil joins the retail major after a long stint as chief operations officer at OneAssist Consumer Solutions, where he led operations, supply chain, fulfilment and service P&L, while building new D2C, on-demand and re-commerce businesses. His remit included expanding nationwide service coverage, improving turnaround times and lifting net promoter scores across categories.

With more than two decades of experience spanning retail, e-commerce and consumer services, Kapil has previously held senior leadership roles at Craftsvilla, Snapdeal and Flipkart. At Craftsvilla, he was credited with transforming operations, accelerating delivery speeds, improving customer experience by over 30 per cent and sharply reducing fulfilment costs, while scaling private labels and omnichannel capabilities.

At Snapdeal and Flipkart, Kapil focused on operational excellence and customer experience strategy, helping build scalable, technology-led systems and driving material gains in resolution rates and cost efficiency.

At Reliance Retail, he will lead business strategy and operations, drawing on his track record in building large, resilient operations and delivering sustainable growth as the group continues to expand its consumer footprint.