Aggregator & Website Operations Manager & Executive

Job Title: Aggregator & Website Operations Executive

Department: E-commerce / Online Sales

Reports To: Operations Manager / Business Head

Role Overview

The Aggregator & Website Operations Manager & Executive is responsible for managing end-to-end online sales operations across food aggregators (Swiggy, Zomato, etc.) and the company's own website. The role covers catalogue management, order flow monitoring, campaign execution, daily payout reconciliation, and revenue optimization across all digital sales channels.

The objective is to ensure accurate listings, smooth operations, financial reconciliation, and continuous growth in online revenue.

Key Responsibilities

1. Aggregator Platform Management (Swiggy, Zomato, Others)

Manage and maintain store listings, timings, delivery zones, and operational status.

Coordinate with aggregator account managers for visibility and growth initiatives.

Ensure accurate pricing and commission tracking.

Monitor ratings, reviews, and customer feedback; implement corrective measures.

Reduce cancellation rates and improve operational SLAs.

2. Website Management (Own Online Ordering Platform)

Manage website product catalogue (menu items, pricing, images, descriptions).

Ensure menu sync between POS, aggregators, and website.

Monitor website order flow and coordinate with operations team.

Update banners, offers, seasonal menus, and promotions.

Ensure product availability and prevent stock-out errors.

Coordinate with tech/vendor team for bug fixes and updates.

Track website traffic, conversions, and order performance.

3. Catalogue & Menu Management (All Channels)

Upload and update items, modifiers, combos, and add-ons.

Structure categories for better upselling and user navigation.

Ensure image quality and standardized descriptions.

Implement price changes across all platforms simultaneously.

Maintain pricing parity (or strategic differentiation) between website and aggregators.

4. Campaign & Promotion Management

Plan and execute aggregator discounts and platform campaigns.

Create website-exclusive offers to drive direct orders.

Monitor performance of:

o Conversion rate

o AOV (Average Order Value)

o Order volume

o ROI on discounts

Coordinate paid visibility campaigns (ads/sponsored listings).

5. Order & Escalation Handling

Monitor live dashboards for aggregators and website orders.

Handle cancellation, refund, and customer complaint escalations.

Coordinate with kitchen and delivery team for timely dispatch.

Maintain customer satisfaction and platform ratings.

6. Daily Payout & Financial Reconciliation

Download and verify daily sales reports from Swiggy, Zomato, and website payment gateway.

Reconcile:

o Gross sales

o Commission

o Platform discounts

o Delivery charges

o TDS

o Net payout

Match aggregator reports with POS/internal sales data.

Identify discrepancies and raise claims with aggregators.

Maintain daily payout tracker and submit reconciliation report to Accounts.

Monitor website payment gateway settlements (Razorpay/PayU/etc.).

7. Reporting & Performance Analysis

Prepare daily and weekly performance reports.

Analyze profitability per channel (Aggregator vs Website).

Monitor KPIs:

o Order volume

o AOV

o Conversion rate

o Cancellation rate

o Commission percentage

o Net contribution margin

Recommend strategies to increase direct website orders and reduce aggregator dependency.

Required Skills & Qualifications

Bachelor's degree in Commerce, Business, or related field.

13 years experience in food aggregator or e-commerce operations.

Strong Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, reconciliation).

Understanding of aggregator commission models and payout cycles.

Familiarity with website CMS / ordering platforms.

Strong analytical and financial reconciliation skills.

High attention to detail and process discipline.

Key Competencies

Multi-channel operations management

Financial accuracy & reconciliation

Digital catalogue optimization

Revenue and margin focus

Cross-functional coordination

Data-driven decision making