Delivery Manager

2 weeks ago

Mumbai, India Himesh Foods Pvt. Ltd. Full time

Delivery Manager Job Description



The Delivery Manager plays a pivotal role in ensuring efficient, timely, and customer- centric delivery operations for the QSR brand. They are responsible for managing both aggregator partnerships (like Swiggy, Zomato etc.) and in-house delivery services.


Aggregator Partnership Management

-                 Develop and maintain strategic partnerships with third-party delivery aggregator

-                 Negotiate terms, contracts, and commission rates to ensure profitability and competitiveness

-                 Achieve delivery targets for the brand with efficient planning of marketing spends C offers on delivery platforms to drive healthy ROI

-                 Monitor aggregator performance metrics such as delivery time, order accuracy, and customer feedback


-                 Coordinate marketing and promotional campaigns with aggregators to increase brand visibility and sales.

Website Delivery Management


-                 Focus on increasing transaction on MOD website

-                 Enhance UI/UX of the website to increase year on year customer transactions

-                 Implement technology solutions (e.g., delivery tracking software) to enhance efficiency and customer experience.

-                 Optimize delivery routes and logistics to minimize delivery time and costs

-                  Ensure compliance with food safety regulations and delivery standards. ORM (Online Reputation Management)

-                 Monitor online reviews and social media channels to gauge customer sentiment and identify potential reputation risks


-                 Develop strategies to address negative feedback and mitigate reputation damage, including prompt response and resolution

-                 Encourage and facilitate positive customer reviews and testimonials to enhance brand credibility and trust

-                 Collaborate with the Marketing team to ensure consistency in messaging and branding across online platforms

-                 Coordinate with ORM team for effective tracking of feedback and addressing concern with internal stakeholders


Customer Experience Enhancement

-                 Continuously strive to improve the overall delivery experience for customers.

-                 Solicit and analyse customer feedback to identify pain points and areas for enhancement.

-                 Implement initiatives to enhance delivery packaging, presentation, and communication.

Performance Analysis and Reporting


-                 Analyse delivery data to identify trends, bottlenecks, and areas for improvement.

-                 Generate regular reports on delivery performance, including key metrics like delivery times, order volumes, and customer satisfaction scores.

-                 Utilize insights to develop and implement strategies for optimizing delivery operations.



Cross Functional Collaboration


-                 Collaborate with other departments such as Operations, Marketing, and IT to ensure alignment of delivery strategies with overall business objectives.

-                 Coordinate with the regional team to ensure timely order preparation and handover to delivery personnel.


-                 Work closely with IT teams to integrate delivery systems with POS systems and online ordering platforms.

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