Senior Executive - RBP

Swiggy; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Swiggy Instamart is building the convenience grocery segment in India. We are hiring Senior Executive- Relationship & Business Performance for City Business Operations. You will lead a 15+ member team, drive CX metrics, and partner with stores to optimize picking, packing, and on-time delivery.

You will analyze data, recommend improvements, and implement training to raise customer experience. Prior retail/FMCG exposure is essential; equal opportunity employer.

Qualifications

• Graduate / 3-5 years of retail management experience.
• Must have led 15+ people at Retail/Store.
• Problem solving and data-driven decision-making.
• Adaptability to dynamic situations.

Responsibilities

• Recommend best practices for picking and packing to improve CX.
• Advise partner stores on mechanisms for correct picking/packing/billing using dashboards.
• Guide partners on dashboards and portals to prevent CX impact.
• Assess Pods for cleanliness, hygiene and DE issues; suggest improvements.
• Advise stores on speed of order fulfillment and best practices to improve CX.
• Provide recommendations to partners for continuous improvement in CX metrics.
• Suggest training requirements to deliver/improve CX metrics.
• Advise on demand pattern changes and peak volumes to prevent CX impact.

Skills

Data-driven decision making

Problem solving

Adaptability

Retail management experience

Education

Graduate degree

Job description

Way of Working - Office/Field - Employees will work full-time from their Base Location

About The Team & Role

Swiggy Instamart, is building the convenience grocery segment in India. We offer more than 2500 items to our customers within 10-15 mins. We are striving to augment our consumer promise of enabling unparalleled convenience by making grocery delivery instant and delightful. Instamart has been operating in 25+ cities across India and plan to expand to a few more soon. We have seen immense love from the customers till now and are excited to redefine how India shops.

We are hiring the role of Senior Executive- Relationship & Business Performance for the team of City Business Operations.

Responsibilities

• Recommend and advise on best practices of picking and packing to improve Cx (Customer Experience) experience.
• Advise partner stores on mechanisms/ processes leading to correct picking/ packing/ billing of Cx orders using appropriate tools and dashboards.
• Guide partners on proper usage of dashboards and other portals to prevent any inaccuracies leading to Cx impact.
• Assess the quality of Pods on cleanliness, hygiene and DE issues and suggest measures to enhance smooth Ops leading to better Customer Experience.
• Advise partner stores on speed perception and order fulfillment. Recommend best practices of the same to improve Cx.
• Provide recommendations to partners for continuous improvement on delivering best Cx metrics.
• Provide recommendations on the training aspects required to deliver/improve Cx metrics.
• Provide recommendations to the partners regarding the change in demand pattern/ spike in order volumes due to holidays/ peak season and suggest/ propose measures to prevent any Cx impact.

Qualifications

• Graduate / 3-5 years of retail management experience
• Must have led 15+ people/ employees at Retail/ Store.
• Problem solving, data-driven decision-making
• Adaptability to dynamic situations.
• Experience from retail/FMCG/ quick commerce Industry.

"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regards to race, color, religion, sex, disability status, or any other characteristic protected by the law"