Job Description: Home Delivery & Online Aggregators Manager
Position Summary:
The Home Delivery & Online Aggregators Manager is responsible for driving sales, visibility, profitability and operational excellence across all online delivery channels (e.g. Talabat, Keeta, Careem, Noon, Deliveroo etc.). This role ensures optimal menu performance, strong relationships with the partners, efficient store execution of delivery orders, follow through on Delivery and CRM performance and consistent brand representation across all digital touchpoints.
Key Responsibilities
1. Sales & Performance Management
- Own and deliver monthly revenue targets for all online delivery channels.
- A clear planning calendar for what to activate, where and when.
- Prepare the Budget for the channels, tracking incremental targets of Sales and profitability
- Develop initiatives to boost conversion, repeat orders, and customer ratings.
- Monitor daily/weekly sales performance, order volumes, AOV (average order value), and key operational metrics.
2. Platform Relationship Management
- Act as primary point of contact for aggregator account managers.
- Negotiate visibility campaigns, promotions, and platform-led marketing opportunities.
- Resolve escalations quickly to protect brand reputation and customer experience.
3. Menu & Content Optimization
- Manage and optimize digital menu listings, pricing, photography, add-ons, combos, and LTOs (limited-time offers).
- Conduct A/B testing on menu layouts, product sequencing, and item availability to maximize revenue.
- Ensure accuracy of product information, category organization, and brand guidelines.
4. Marketing & Promotions
- Plan and execute online-exclusive offers, festival campaigns, and targeted promotions.
- Coordinate with marketing teams to maintain brand consistency across aggregator platforms.
- Track performance of promotions and ROI; adjust strategies based on data.
5. Operational Excellence
- Collaborate with store managers to ensure fast order preparation, accuracy, and proper packaging standards.
- Monitor operational KPIs such as prep time, dispatch rate, cancellations, and customer complaints.
- Ensure seamless integration between POS and aggregator systems; troubleshoot technical issues.
6. Customer Experience
- Monitor customer feedback and ratings; drive initiatives to improve NPS and star ratings.
- Handle escalations from aggregator platforms and ensure quick resolution.
- Implement service recovery strategies where needed.
7. Data & Insights
- Produce weekly and monthly performance reports for leadership.
- Analyse trends, competitor activities, pricing changes, and market opportunities.
- Recommend strategic initiatives for category growth and operational improvements.
Qualifications
- Bachelor’s degree (Marketing, Business, Hospitality, or related field preferred).
- 2–5 years experience in QSR, FMCG, retail, e-commerce aggregator management is required, UAE experience preferred.
- Strong understanding of delivery platform algorithms, visibility levers, and digital consumer behaviour.
- Analytical mindset with proficiency in Excel/Google Sheets; experience with POS or aggregator dashboards a plus.
- Excellent relationship-building and negotiation skills.
- Strong organizational and communication abilities.
Key Competencies
- Data-driven decision making
- Stakeholder management
- Problem-solving & operational execution
- Negotiation & strategic thinking
- Agility in a fast-paced environment
- Customer-first mindset
Reporting Structure
- Reports to: Regional CEO
- Works closely with: Head of Operations, Digital IT Manager, CRM and Marketing, Store Operations, Supply Chain, Finance, and Platform Account Managers