Location: Delhi, India
Department: City Business Operations – Instamart
Employment Type: Full-Time | On-site / Field-based
Industry: Quick Commerce / Retail / FMCG
Experience Level: Mid-Senior Level
About the Role
Swiggy Instamart is revolutionizing the way India shops for groceries by offering ultra-fast delivery of over 2500 daily essentials within 10–15 minutes. As a Sr. Executive – Relationship & Business Performance, you will be a key player in shaping the customer experience (Cx) across multiple partner stores. Your role is crucial in advising, guiding, and ensuring operational excellence that supports business performance and customer satisfaction.
Key Responsibilities
- Customer Experience Enhancement: Recommend best practices for accurate picking, packing, and billing to improve end-to-end customer satisfaction.
- Operational Advisory: Guide partner stores in leveraging Swiggy’s dashboards and portals to ensure seamless order processing.
- Quality Control: Audit partner locations (Pods) on cleanliness, hygiene, and delivery executive (DE) operations to uphold Swiggy’s service standards.
- Performance Monitoring: Analyze order fulfillment speed, packaging quality, and customer metrics; provide actionable feedback for improvement.
- Training & Development: Identify training needs for partner staff and propose structured upskilling programs to maintain Cx excellence.
- Demand Forecasting: Assist partner stores in managing inventory and staffing based on spikes in demand due to seasons, festivals, or local factors.
- Field Operations: Travel to store locations for inspections, partner coordination, and operational performance audits.
Qualifications & Requirements
- Graduate with 3–5 years of experience in retail, FMCG, or quick commerce industries.
- Proven track record of leading teams of 15+ members in a retail/store environment.
- Strong analytical mindset with a data-driven approach to decision-making.
- Excellent problem-solving and communication skills.
- High adaptability and comfort working in a dynamic, fast-paced environment.
What does a Sr. Executive – Relationship & Business Performance do at Swiggy?
This role focuses on improving customer experience by guiding partner stores in operational best practices, quality control, and efficient use of platforms and dashboards to deliver superior service.
Is field travel required for this position?
Yes, the role requires on-site and field presence to inspect, assess, and collaborate with multiple partner stores and operational pods in the assigned area.
What industries are preferred for this role?
Candidates with experience in retail, FMCG, or quick commerce sectors are preferred, especially those who’ve led teams and managed store-level operations.