Key Responsibilities

1. Campaign &

- Merchandising Operations

- Execute and coordinate city-level discounting and merchandising campaigns across FVO, UD, and other promotional constructs.

- Configure and validate campaign parameters to ensure accurate execution across cities.

- Coordinate with city, marketing, product, and project teams for campaign launches and changes.

- Monitor campaign execution and proactively identify configuration or execution gaps.

- Manage multiple campaigns simultaneously while ensuring adherence to timelines and business requirements.

2. Template &

- Configuration Management

- Create and maintain templates for new merchandising and promotional use cases on the Marketing Dashboard.

- Support varied constructs including MOV, capping, user-segment offers, custom coupons, and other promotional configurations.

- Validate configurations before deployment to minimize errors, customer impact, and financial burn.

- Maintain accurate documentation and version control of templates and configurations.

- Work with relevant stakeholders to translate business requirements into executable configurations.

3. Escalation &

- Issue Management

- Manage discount- and merchandising-related escalations received through social media and internal channels.

- Identify the source and root cause of issues and route them to the appropriate project or stakeholder.

- Coordinate with project managers and cross-functional teams to drive issues through to closure.

- Support resolution of customer-impacting issues, including refund-related coordination where required.

- Track escalation volumes, ageing, resolution TAT, and recurring issues.

4. Business &

- Stakeholder Coordination

- Handle urgent city-level discount and merchandising requests.

- Coordinate critical fund deployment requirements and exceptions to standard processes.





- Support topical visibility allocation and configuration alignment.

- Act as an operational point of contact between city teams, marketing, product, and project teams.

- Ensure timely communication and closure of high-priority business requirements.

5. Reporting &

- Process Improvement

- Maintain trackers and MIS for campaigns, configurations, escalations, and operational performance.

- Monitor key metrics such as campaign volumes, IOPD, burn, configuration errors, escalation volumes, and TAT.

- Identify recurring operational issues and recommend process improvements.

- Build standardized processes and checklists to improve accuracy and reduce manual errors.

- Support automation and process simplification wherever feasible.

Key Skills &

- Qualifications

- 26 years of experience in Merchandising Operations, Business Operations, Marketing Operations, E-commerce/Food-tech Operations, or similar roles.

- Strong proficiency in Excel/Google Sheets; knowledge of Pivot Tables, VLOOKUP/XLOOKUP, and basic data analysis is preferred.

- Strong attention to detail and ability to work with complex configurations.

- Good analytical and problem-solving skills.

- Robust stakeholder management and communication skills.

- Ability to manage multiple priorities in a fast-paced setting.

- High ownership and ability to drive issues to closure.

- Knowledge of SQL, dashboards, or automation tools is an added advantage.

Key Performance Indicators (KPIs)

- Campaign and configuration accuracy

- Timeliness of campaign execution

- Reduction in configuration-related errors and financial burn

- Escalation resolution TAT and closure rate

- Template creation and turnaround time

- Accuracy and timeliness of operational MIS

- Reduction in recurring issues through process improvements

- Stakeholder satisfaction and adherence to business SLAs

📌 Executive - Merchandising Operations (Bengaluru)
🏢 Swiggy
📍 Bengaluru