Delivery Manager/Aggregator in the Food & Beverage (F&B) industry is responsible for overseeing all aspects of online delivery operations, managing relationships with third-party platforms and ensuring seamless order fulfillment to maximize sales and customer satisfaction.
Key Functions and Responsibilities
The role combines operational management, digital marketing, and stakeholder relationship management.
- Aggregator Platform Management: Build and maintain strategic partnerships with delivery platforms (e.g., Talabat, Noon Food, Uber Eats). This includes negotiating commercial terms, contracts, and commissions.
- Operational Excellence: Oversee the end-to-end delivery process, collaborating closely with kitchen and operations teams to ensure fast and accurate order preparation, proper packaging, and minimal cancellations.
- Sales & Performance Analysis: Own and deliver monthly revenue targets for all online channels. Monitor key performance indicators (KPIs) such as sales volume, average order value (AOV), delivery times, and customer ratings.
- Menu & Content Optimization: Manage and optimize digital menu listings, pricing, photography, and limited-time offers (LTOs) across all platforms to boost conversion rates and repeat orders.
- Marketing & Promotions: Plan and execute online-exclusive offers and campaigns, manage marketing budgets, and track the ROI of promotions to ensure brand consistency and maximum visibility.
- Customer Experience: Monitor customer feedback and ratings, handle escalations, and implement service recovery strategies to drive high NPS (Net Promoter Score) and star ratings.
- Data Analysis & Reporting: Analyze sales trends, competitor activities, and market opportunities. Prepare comprehensive reports for senior management to inform strategic decision-making.
Required Skills and Qualifications
- Experience: 3+ years of experience in F&B operations, delivery logistics, or platform/partnership management is often preferred.
- Strong Communication & Negotiation: Exceptional skills for managing internal teams, external vendors, and aggregator partners.
- Analytical Skills: Ability to interpret sales and operational data to make informed decisions and drive improvements.
- Leadership: Proven ability to lead cross-functional teams, manage resources, and foster a collaborative environment.
- Adaptability: The F&B delivery space is fast-paced, requiring the ability to manage multiple priorities and adapt to changing demands.
- Technical Proficiency: Familiarity with restaurant management software, POS systems, and aggregator platforms is essential.
