Job Description

Job Purpose:

To oversee and manage all delivery operations for both in-house and third-party aggregator platforms, ensuring timely, accurate, and high-quality service. This role is responsible for maximizing sales, improving customer satisfaction, monitoring performance metrics, reducing cancellations, optimizing rankings, and implementing strategies that establish the company as the top choice for delivery customers.

---

Key Responsibilities:

1. Delivery Operations Management (In-House & Aggregators)

Manage all in-house delivery operations, ensuring efficiency, accuracy, and timeliness.

Coordinate with third-party delivery aggregators (e.g., Talabat, Deliveroo, Careem, etc.) to maintain optimal operations and service standards.

Oversee order flow, preparation, dispatch, and final delivery to meet agreed timelines.

2. Performance Monitoring & Reporting

Track daily sales, delivery volumes, cancellations, and customer reviews.

Prepare weekly and monthly performance reports for management review.

Identify trends, bottlenecks, and improvement areas using data analysis.

3. Customer Experience & Quality Control

Monitor customer feedback and reviews to ensure service quality and address complaints promptly.

Implement corrective actions to reduce service errors and cancellations.

Ensure all staff and delivery partners follow hygiene, safety, and brand guidelines.

4. Marketing & Sales Growth on Platforms

Coordinate with the marketing team to launch promotions, campaigns, and special offers on aggregator platforms.

Optimize menu listings, images, and descriptions to attract customers.

Work with aggregators to negotiate better visibility, offers, and ranking opportunities.

5. Strategy & Optimization

Develop and execute strategies to increase sales, improve rankings, and enhance delivery speed.

Streamline delivery processes for cost efficiency and customer satisfaction.

Introduce new technology and tools to improve delivery tracking and communication.

---

Key Performance Indicators (KPIs):

Sales Growth: Achieve monthly and quarterly sales targets for both in-house and aggregator platforms.

Customer Ratings: Maintain an average customer rating of 4.5 stars or higher across platforms.

Order Accuracy: Keep wrong orders at less than 1% of total orders.

Cancellation Rate: Maintain a cancellation rate of below 2%.

On-Time Delivery Rate: Achieve 95% or higher on-time delivery performance.

Aggregator Ranking: Secure top ranking in category listings on major delivery platforms.

Marketing ROI: Ensure positive returns on delivery-related promotions and campaigns.

Job Type: Full-time

Pay: AED5,000.00 - AED10,000.00 per month