Manoj S Mani

• Lead a zone responsibility with 1500+ employees over 1mn+ square feet space comprising of fulfillment centres and last mile nodes across 10 cities.
• Accountable for end-to-end planning, operations and performance management of the facility.
• Accountable for performance metrics on Customer experience, Reliability, Cost and Process controls. Identify root causes / improvement areas and work collaboratively to improve performance
• Strategize the implementation of the business plan by communicating goals and managing staffing and scheduling, assigning duties and overseeing workloads in order to achieve Outbound Function goals
• Drive the selection and implementation of process improvement & cost optimization projects by analyzing the Performance Metrics with a vision to enhance customer experience
• Identifying training and development needs; and participating in the hiring, promotion, coaching, teaching, and evaluation of on roll team members
• Balance the short term and long-term goals and drive right decision making and performance culture
• Lead all communication and collaboration with cross functional teams to maximise the Outbound Performance

Achievements.

• Reduced E2E CPS by 50% for the Zone since 2018 through productivity & cost improvement projects.
• 48% EV penetration in last mile for the zone.
• Spearhead 100% diversity fulfillment centre. (1st in SC)
• Throughput scaled up by 3x since 2018.
• Led the NPS charter for Grocery to consistently achieve 90%+ every year
• Reduced losses by 30% over FY21.

• Finance – Drive Sales, Understand the demographics and plan assortment suitable for customer taste.
• Customer – Frequent interaction to understand customer expectations by holding focus groups, customer calling
• Process – Adopting & implementing food safety, Health & Safety Standards to deliver world class standards to customers.
• People – Nurture & develop talent from within to create succession planning.
• Differentiate to create a Customer Connect through new initiatives.
• Omni Channel – To help & support to be available to customers anywhere & everywhere. Piloted online business from the store.
• Profitability – Work towards improving GMROF & GMROI, reviewing costs and developing measures to increase profitability without compromising service standards.