Swiggy’s City Supply Head, Faheem Ghouri shares his journey of moving cities, navigating challenges, and steering growth for seven years.
In 2017, Faheem Ghouri was on the hunt for a fulfilling career opportunity. Cracking three interview rounds in one day, he joined Swiggy as a Key Account Manager in Chennai. What followed was an adventure filled with twists, turns, and learnings. From forming meaningful relationships to making Swiggy stand out in a market bustling with competition, Faheem explored multiple facets of the business.
Seven years later, as a seasoned Swiggster, he has taken the leap from South to North, where he manages the Delhi NCR market as a City Supply Head. Filled with candid confessions and insightful lessons, here’s his story.
1) Tell us about the beginning of your Swiggy ride. What was your role when you joined the company and how has that changed over the years?
It’s been an exciting journey, and I still vividly remember my first week. I got to be part of Swiggy’s milestone of completing 15,000 daily orders in Chennai. It was a huge feat for us back then, and we had a big celebration. In a year, this number rose to around 75,000. And we’ve only gotten bigger since.
In the last seven years, I took up the roles of Strategic Account Manager, Area Sales Manager, Senior ASM, and I’m now a City Supply Head in Delhi NCR since 2023. As an engineer, I learned the business side of things from Swiggy’s leaders, gradually gaining the confidence to carve my own path here.
2) What led you to join Swiggy?
It was all a happy coincidence! After working with an e-commerce brand and a merchant services firm, I embarked on an entrepreneurial journey that didn’t go as planned. To get my career back on track, and of course, to pay the bills, I needed a job.
One day, I got a call from an ex-colleague out of the blue. He was with Swiggy and told me about a walk-in interview happening there on the same day. I rushed to the venue within an hour and went through three rounds of interviews. To my surprise, I got selected by the end of the day. Interestingly, I didn’t know much about Swiggy back then, and downloaded the app only after my selection!
3) How according to you has Swiggy evolved in the last few years?
The entire ecosystem around Swiggy has evolved multifold. The more you grow as a company, the more stakeholders expect from you over time. In this dynamic landscape, Swiggy has constantly worked on solving customer pain points while also being empathetic towards restaurant partners. This has been one major constant of the business. And even today, I wake up with the same excitement to make an impact. A part of my role involves sales, and I still like to meet restaurant partners and find ways to align their expectations with Swiggy’s growth plans. All in all, the aim has always been to create a win-win situation for everyone while also keeping the numbers high.
4) What is it that made you stay with Swiggy for seven years?
It’s the people I have worked with and the company’s culture. I remember when I was unwell during the pandemic, my managers and skip-level managers made it a point to regularly check in on me. It was an unforgettable gesture for me. Working with the right set of people has kept me engaged throughout and I try to reciprocate it all through my work.
5) What has been the most surprising Swiggy offering for you?
Instamart, for sure! I am a night owl who never had the option of ordering something in the middle of the night. And this offering addresses that common need. It’s amazing how Swiggy seamlessly expanded to quick commerce. The entire catalogue of items is designed so wonderfully. As a customer, my frequency of ordering from Instamart has increased exponentially in the last three years. It’s a path-breaking endeavour that I’ve had the pleasure of witnessing during my Swiggy ride.
6) What has been the most challenging situation in your Swiggy journey, and how did you overcome it?
Some time around 2018, other food aggregators were fiercely competing with Swiggy. It was a challenging scenario, where he had to convince restaurant partners that Swiggy was here to stay. From staying up till midnight addressing queries, attending meetings and taking numerous phone calls to providing continuous support on Saturdays and Sundays, I made sure to be available for our restaurant partners. This eventually contributed to stronger trust between them and Swiggy. The more I focused on forging these relationships, the more it helped me and my team.
7) Moving from Chennai to Delhi, how did you adapt to the new surroundings?
When I came to Delhi last year, I knew I was moving to a region where Swiggy wasn’t as dominant as it was in Chennai. This transition humbled me, and I learned to make my way through unfamiliar situations. Dealing with varying scenarios, I understood the difference between hypotheses and reality. I uncovered first-hand how the market functions and how customers react to brands. Initially, it was a challenge to avoid friction and keep the team aligned. However, I focused on winning their trust and achieving things together. In the process, I was also able to apply the leadership skills I imbibed from my managers. And I still feel there’s a lot more to learn!
8) If you were to swap your role with someone in Swiggy, who would you choose?
I have never thought of this before! I have always believed in learning from different people and teams. I feel each role carries a different responsibility and the grass always looks greener on the other side. Instead of swapping my role, I aspire to eventually become a Cluster Head.
9) Tell us about your hobbies and interests beyond work.
Once in a while, I take time off to disconnect from work and travel with my friends. I also enjoy listening to music, as it helps me clear my mind.
10) Which Swiggy value do you connect the most with?
I resonate with two of them. One is Always be Curious, Always be Learning. My team can testify to this because I keep nudging them with questions until I get full clarity on things. The other is Stand-up & Disagree but Commit Fully, as it allows us to express individual viewpoints, while still arriving at a mutual decision as a team.
11) Who has been a constant source of motivation or mentorship throughout your Swiggy journey?
I would like to thank Shunder Kumar, who is currently the City Head for Chennai, along with Adwaith, who was a City Head when I was a Key Account Manager. Both of them have influenced me in different ways, inspiring me to push my limits, focus on the bigger picture, and stay patient throughout the journey. I have also carried these learnings to my current stint in Delhi.
12) If you could give a piece of advice to someone starting out in a sales career, what would it be?
It’s important to treat your stakeholders as a part of your business and nurture meaningful partnerships with them. They are the backbone of the business and you must know how to empathise with them and understand their requirements. This way, things will automatically fall into place. For a sales role, instead of chasing targets and incentives, you must first get the basics of your products and services right. Additionally, in a competitive market, you have to be a livewire and keep trying out new things. After all, it’s better to try and fail than to not try at all.
