Grocery Manager

Roles and responsibilities

The Operations Executive is responsible for managing day-to-day operations within the grocery vertical, ensuring smooth fulfillment, compliance, and operational excellence. This role involves coordinating with store partners and internal teams, driving efficiencies, and supporting ground-level execution of strategic initiatives. The ideal candidate will focus on optimizing processes, maintaining high service standards, and delivering measurable outcomes.

(Some Of) What You Will Be Doing:

Operational Management

• Act as the primary liaison between the company and grocery store partners to ensure seamless daily operations and address any escalations proactively.
• Supervise and optimize picker and dispatcher schedules to maximize productivity and minimize delays in order fulfillment.
• Ensure compliance with company SOPs, operational standards, and service level agreements (SLAs) for all grocery operations.
• Conduct routine checks on store layouts, picking processes, and dispatch protocols to identify inefficiencies or potential issues.
• Address operational bottlenecks through quick resolution strategies and ensure the implementation of long-term solutions.

Data Management and Reporting

• Update and maintain accurate operational records, including picking logs, stock availability reports, and order fulfillment documentation.
• Monitor key operational metrics such as:
• Picking Accuracy: Ensuring orders are picked with minimal errors.
• Speed of Fulfillment: Meeting or exceeding SLAs for order processing time.
• Cost Per Order (CPO): Maintaining an optimal balance between efficiency and cost-effectiveness.
• Prepare and share detailed performance reports, highlighting key insights and actionable recommendations for improvement.
• Conduct weekly and monthly reviews with leadership teams to discuss operational trends and progress on key KPIs.

Team Coordination and Training

• Train and onboard new operational staff, including pickers and dispatchers, with a focus on instilling operational best practices.
• Develop and regularly update training materials to standardize processes, reduce errors, and improve the efficiency of team members.
• Ensure all staff are well-versed in escalation matrices and company SOPs to handle day-to-day challenges effectively.
• Conduct periodic refreshers and performance evaluations for team members to ensure continuous improvement.

Cost and Efficiency Optimization:

• Identify and implement cost-reduction strategies, including optimizing picker efficiency, minimizing wastage, and streamlining fulfillment processes.
• Regularly track and analyze operational expenses to ensure alignment with budgetary constraints.
• Drive the adoption of process automation and digital tools to enhance operational efficiency and reduce manual intervention.
• Collaborate with technology teams to deploy system updates and tools that improve order tracking, inventory management, and real-time reporting.

Team Collaboration:

• Work closely with the category management team to ensure operational readiness for promotions, seasonal changes, or high-demand periods.
• Collaborate with the finance team to monitor cost metrics and ensure budget adherence.
• Partner with the supply chain team to address inventory gaps, manage stock replenishments, and forecast demand accurately.
• Support the expansion team in deploying operational setups for new store locations, ensuring scalability and adherence to SOPs.

Desired candidate profile

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field.
• Certifications in logistics, operations, or relevant tools (e.g., Lean Six Sigma) are a plus.
• Experience:
• 3+ years of experience in operations management, preferably in the grocery, FMCG, or e-commerce sectors.
• Proven ability to manage teams and streamline processes in high-paced environments.
• Familiarity with operational KPIs, cost management, and vendor coordination.

Personal Attributes

• Strong analytical and problem-solving skills with attention to detail.
• Effective communicator with excellent interpersonal and team management abilities.
• Results-driven, adaptable, and capable of performing in fast-paced environments.
• Proactive and organized, with a keen focus on continuous improvement.

Key Performance Indicators (KPIs)

• Order Fulfillment Rate: Achieve a minimum fulfillment rate of 98% within SLA timelines.
• Picking Accuracy: Ensure errors in order picking do not exceed 0.5%.
• Cost Per Order (CPO): Maintain or reduce CPO while meeting operational standards.
• Training Effectiveness: 100% of new hires complete onboarding within the designated timeframe, with an error rate reduction of 20% post-training.
• Operational Efficiency: Achieve an average of 150+ orders fulfilled per picker per day.
• Escalation Resolution Time: Resolve 90% of escalations within 24 hours.
• Automation and Process Improvement: Implement at least two process improvements or automation initiatives per quarter.