Dark Store Manager

Reliance Retail; Chennai District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Reliance Retail in Chennai, Tamil Nadu is seeking an E-Commerce Manager to oversee end-to-end online grocery and Fruits & Vegetables operations, including order handling, picking, packing and delivery to ensure a seamless customer experience.

The role leads the e-commerce operations team, drives On-Time Delivery, inventory accuracy and coordinates with store, warehouse and procurement to meet business targets in a fast-paced retail environment.

Qualifications

• 3-5 years of experience in E-Commerce Operations, Online Grocery, Retail Operations, Quick Commerce or F&V Operations.
• Experience leading a team involved in online order processing, picking, packing and delivery.
• Strong understanding of retail inventory, stock management and order fulfilment processes.

Responsibilities

• Manage end-to-end online grocery and F&V order operations, from receipt to final delivery.
• Lead the e-commerce operations team, including order processing, picking, packing and delivery coordination.
• Monitor daily order volumes, fulfilment, cancellations and delivery performance.
• Ensure high product availability and inventory accuracy across online channels.
• Coordinate with store, warehouse, procurement and delivery teams to ensure timely fulfilment.
• Drive On-Time Delivery (OTD), Order Fill Rate, Order Accuracy and customer satisfaction.
• Monitor F&V quality, freshness, grading, packing standards and customer complaints.
• Identify operational gaps and implement corrective actions to improve productivity and service levels.
• Work with cross-functional teams on pricing, promotions, stock availability and product visibility.
• Analyze daily/weekly e-commerce performance reports and drive team toward targets.
• Manage manpower planning, productivity and shift allocation for online order fulfilment.
• Ensure adherence to SOPs, hygiene, safety and operational standards.
• Handle customer escalations and ensure timely resolution of service-related issues.
• Drive sales growth through improved availability, fulfilment efficiency and customer experience.

Skills

E-commerce Operations

Online Grocery

Retail Operations

Team Leadership

Inventory Management

Analytics

Job description

E-Commerce Manager Online Grocery & Fruits & Vegetables
Location: Chennai, Tamil Nadu

Experience: 3-5 Years

Function: E-Commerce / Retail Operations
Role OverviewWe are looking for an experienced

E-Commerce Manager to manage end-to-end online grocery and Fruits & Vegetables (F&V) operations. The role will be responsible for leading the team handling online orders, ensuring product availability, timely picking and packing, delivery execution, and delivering a seamless customer experience.

Key Roles & Responsibilities

• Manage end-to-end online grocery and F&V order operations, from order receipt to final delivery.
• Lead, manage and motivate the e-commerce operations team, including order processing, picking, packing and delivery coordination.
• Monitor daily order volumes, order fulfilment, cancellations, substitutions and delivery performance.
• Ensure high product availability and inventory accuracy across online channels.
• Coordinate with store, warehouse, procurement and delivery teams to ensure timely fulfilment.
• Drive On-Time Delivery (OTD), Order Fill Rate, Order Accuracy and customer satisfaction.
• Monitor F&V quality, freshness, grading, packing standards and customer complaints.
• Identify operational gaps and implement corrective actions to improve productivity and service levels.
• Work closely with cross-functional teams on pricing, promotions, stock availability and product visibility.
• Analyse daily/weekly e-commerce performance reports and drive the team towards business targets.
• Manage manpower planning, productivity and shift allocation for online order fulfilment.
• Ensure adherence to SOPs, hygiene, safety and operational standards.
• Handle customer escalations and ensure timely resolution of service-related issues.
• Drive sales growth through improved availability, fulfilment efficiency and customer experience.

Key Performance Indicators

• Online Sales & Revenue Growth
• Order Fulfilment Rate
• On-Time Delivery
• Order Accuracy
• Cancellation & Substitution Rate
• Customer Satisfaction / Complaints
• F&V Quality & Freshness
• Inventory Accuracy
• Team Productivity & Manpower Efficiency

Desired Candidate Profile

• 3-5 years of experience in E-Commerce Operations, Online Grocery, Retail Operations, Quick Commerce or F&V Operations.
• Experience in managing a team involved in online order processing, picking, packing and delivery.
• Strong understanding of retail inventory, stock management and order fulfilment processes.
• Good analytical and problem-solving skills with the ability to drive operational improvements.
• Excellent communication and stakeholder management skills.
• Ability to work in a fast-paced, target-driven retail environment.
• Experience with online grocery platforms will be an added advantage.