Cluster Manager – Rapid Commerce

Designation - Cluster Manager (Dark Store Handling) - Last Mile Operations

Location - Kochi, Ernakulam, Kerela

Experience - 4+

LOGISTICS / SUPPLY CHAIN INDUSTRY IS MANDATORY.

Role Objective - The Cluster Manager will be responsible for driving last-mile delivery operations across multiple zones for DTDC Rapid Commerce’s 2-hour delivery service and premium shipment category. This is a high-ownership, ground intensive role that combines people leadership, operational excellence, cost control, and service delivery, ensuring each delivery meets SLA, quality, and profitability targets.

Key Responsibilities

• Last mile Management
  
  

⚫ Own daily last mile performance across all Dream stores & service areas within the cluster.

⚫ Ensure SLA adherence, route optimization, and rider efficiency while maintaining adequate rider supplies across.

⚫ Track and improve KPIs like SLA Adherence%, cost per delivery, rider utilization, and customer NPS.

⚫ Manage end-to-end rider life cycle, on-boarding, deployment, retention, and discipline.

• Fleet & Manpower Planning
  
  

⚫ Forecast daily and weekly rider requirements based on order demand along with slot and shift design

⚫ Optimize gig workforce vs. own fleet mix to balance cost and reliability.

⚫ Coordinate with sourcing, on-boarding and HR teams for ramp-ups and replacement hiring.

⚫ Implement shift planning, attendance tracking, and attrition control measures.

• Rider Performance & Engagement
  
  

⚫ Conduct daily stand-ups and performance huddles with TLs and riders.

⚫ Design incentive plans and reward systems to drive efficiency and delivery success.

⚫ Ensure adherence to SOPs, safety standards, grooming, and customer etiquette.

⚫ Maintain high morale and engagement within the field team. 4. Vendor & Partner Coordination

⚫ Liaise with third-party fleet partners, manpower vendors, and aggregator platforms.

⚫ Negotiate service quality and SLAs, track invoicing and reconciliation.

⚫ Ensure cost compliance and productivity benchmarks with partner fleets. 5. Data & Process Excellence

⚫ Use dashboards to monitor real-time performance and identify bottlenecks.

⚫ Analyse cancellation, reattempt, and delay reasons to drive continuous improvement.

⚫ Drive process audits, field checks, and safety / compliance enforcement. 6. Launch & Scale Readiness

⚫ Lead on-ground launch readiness for new pin codes or micro-hubs.

⚫ Support in cluster expansion, SOP implementation, and cross-functional coordination.

⚫ Act as the local owner of Rapid Commerce’s 2-hour promise.

Qualifications & Experience

• Graduate / Postgraduate in any discipline.
• 4-6 years of experience in Last-Mile Operations / Cluster Management / Fleet Management, preferably with Quick Commerce, Rapid commerce organizations.
• Proven ability to manage 150–300+ riders across zones across multiple dream stores
• Strong analytical skills; comfort with Excel / Google Sheets / Ops dashboards.
• Excellent communication, people management, and negotiation skills.
• High ownership mindset, hustle, and readiness for on-ground challenges.
• This is a field-intensive role requiring 60–70% on-ground presence and flexibility for weekend or extended-hour operations during ramp-up phases