Company Description
SUZETTE GOURMET PRIVATE LIMITED is a gourmet cafe brand with its base at Mumbai. The company is known for its exceptional offerings, delivering quality and unique culinary experiences to its customers. We operate 2 brands under the names Kitchen Garden & Suzette.
About the Role
We are looking for a hands-on, detail-oriented Online Operations Executive to manage and optimise our presence across Zomato and Swiggy.
This role sits at HQ and is critical to driving online sales across multiple outlets.
Key Responsibilities
1. Order & Platform Management
- Monitor live orders across Zomato and Swiggy dashboards
- Ensure smooth order flow and coordination with outlet teams
- Minimise cancellations, delays, and order errors
2. Customer Experience & Issue Resolution
- Track and respond to customer complaints, refunds, and escalations
- Coordinate with platform support teams for quick resolution
- Identify recurring issues and work with internal teams to fix root causes
3. Menu & Pricing Management
- Update menu items, pricing, availability, and modifiers across platforms
- Ensure consistency across outlets and platforms
- Implement pricing changes, combos, and offers as per business needs
4. Growth & Performance Tracking
- Track key metrics: order volumes, ratings, AOV, conversion, cancellations
- Share daily/weekly reports with insights and action points
- Work with marketing team on campaigns, visibility, and discounting
5. Platform Optimisation
- Improve listing quality: images, descriptions, tags, and categories
- Execute tactical promotions (discounts, combos, featured listings)
- Identify opportunities to improve rankings and discoverability
Who We're Looking For
- 13 years of experience in:
- Zomato / Swiggy (ex-employee), OR
- Online operations at a restaurant/caf/QSR brand
- Strong understanding of food delivery platforms and dashboards
- High attention to detail and ability to act quickly in real-time situations
- Comfortable with data tracking and basic Excel/reporting
- Good communication and problem-solving skills
Why Join Us
- Work directly with the leadership team
- High ownership role with visible business impact
- Opportunity to grow into a larger operations / growth role
- Work with Mumbai's leading organic, healthy eating premium caf chain with 14 outlets and growing
Compensation
Competitive, based on experience
How to Apply
Please share your CV along with a brief note specifically highlighting your experience with Zomato/Swiggy or online restaurant operations to [Confidential Information]
