Dark Store Manager - Jio Mart

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. Interested candidates can share their updated resume at: mohanraj.s@ril.com Role & responsibilities Preferred candidate profile