Delivery Business Manager

Location: Gurgaon

Company: Coffee Island India | Vita Nova Group

About the RoleWe are looking for a high-ownership Delivery Business Manager to own and grow the delivery business across our cafés.

The role will be responsible for driving orders, revenue, profitability, and customer retention, while ensuring a seamless customer experience from order placement to delivery.

You will work at the intersection of business, operations, technology, and third-party delivery platforms, partnering closely with platforms and café teams to improve performance across every stage of the delivery journey.

From craving to checkout to 5-star — you own the journey.

What You'll Own

- Own the overall delivery business across cafés and drive growth in orders, revenue, profitability, and customer retention.
- Identify growth opportunities by café, city, platform, daypart, and customer segment.
- Own day-to-day business coordination and relationships with Swiggy, Zomato, and other delivery platforms.
- Partner with café managers and operations teams to ensure smooth, timely, and accurate order fulfilment.
- Monitor key delivery metrics including order acceptance, preparation time, rider wait time, handover time, and cancellations, and drive corrective actions.
- Ensure cafés follow standard processes for packing, labelling, order handover, and delivery readiness.
- Reduce cancellations, missing items, incorrect orders, and customer complaints by identifying root causes and implementing solutions.
- Establish clear communication and escalation mechanisms between the central team, cafés, and delivery platforms.




- Monitor product availability across delivery platforms and ensure platform availability is aligned with café inventory.
- Identify high-selling products impacted by stockouts and drive corrective action.
- Plan and manage delivery offers, discounts, and promotions in collaboration with third-party platforms.
- Evaluate the effectiveness and ROI of coupons, discounts, and platform-funded campaigns.
- Monitor customer ratings, reviews, and feedback across delivery platforms and drive timely resolution of delivery-related issues.
- Conduct weekly and monthly performance reviews with café teams and management.
- Work with Finance to ensure accurate reconciliation of platform sales, commissions, discounts, and settlements.
- Collaborate with Technology/POS teams to resolve integration, order-flow, and system-related issues.

What We're Looking For
- 4–8 years of experience in QSR, cafés, restaurants, food delivery, e-commerce, marketplaces, or food-tech.
- Hands-on experience managing Swiggy, Zomato, and other food delivery platforms.
- Experience managing multiple outlets, cities, or business units.
- Strong analytical skills with a good understanding of restaurant unit economics and P&L;.
- Strong commercial acumen with the ability to identify and convert business growth opportunities.
- Excellent stakeholder management and cross-functional coordination skills.
- Robust ownership, problem-solving ability, and an execution-focused approach.

Your Personality MattersThis is a high-ownership role requiring strong analytical thinking, commercial understanding, operational discipline, and excellent stakeholder management.

The ideal candidate is someone who can think like a business owner but execute like an operations manager.

📌 Delivery Business Manager (Gurugram)
🏢 Vita Nova (VxN)
📍 Gurugram